Returns & Refunds.
30 days to return an uninstalled system. Shipping damage replaced at no cost when reported within 48 hours.
Returns & Refund Policy
We want you to buy with confidence. Returns are straightforward and we won't give you a hard time about your reason, but because these are large, pre-charged refrigerant systems, a few conditions protect both you and us. You have 30 days from the date of delivery to return an uninstalled Zone Air system. To start any return, use the claims form — it walks you through the questions and photos we need and gets you an answer within the next business day. You can also email support@zone-air.com with your order number. Approved returns receive a Return Merchandise Authorization (RMA); returns shipped without an RMA may be refused.
Inspect your delivery right away
Inspect your shipment the moment it arrives, before signing. If there is any visible damage, write “Package Damaged” on the delivery receipt and, if the damage is significant, refuse the delivery. Report all shipping damage — including concealed damage found after opening — within 48 hours of delivery with clear photos, so we can replace the unit and file a carrier claim. Damage reported after this window may not be recoverable from the freight carrier and may not qualify for a free replacement.
Damaged units (damage found before installation)
If your system arrives damaged and you report it within 48 hours as described above, we will replace it or issue a full refund at no cost to you. The unit must be uninstalled and unused, and returned with all original equipment and packaging. Refunds may be reduced or withheld for missing components. Installed units are not eligible for shipping-damage claims; once a system is installed, any issue is handled under the Limited Warranty.
Cosmetic and minor damage
Not all shipping damage calls for a replacement unit. Damage is treated as cosmetic when it does not affect performance, safety, or lifespan — bent condenser fins, light scratches, and small dents in housing panels are the most common examples. Bent fins look alarming but rarely reduce capacity, and they straighten in minutes with an inexpensive fin comb; we ship one free with an approved cosmetic claim. For cosmetic damage we repair or replace the affected part, or offer a partial appearance credit — we do not replace the whole system. Whether damage is cosmetic or functional is determined by our review of your photos. Damage to the shipping box alone, with the equipment unharmed, is not a damage claim, and damage caused during unpacking, moving, or installation is not shipping damage and is not covered by this policy.
Accepting a visibly damaged delivery
If significant damage is plainly visible when your shipment arrives, note it on the delivery receipt or refuse the delivery — that notation is what allows us to recover from the freight carrier. If you sign for a shipment with plainly visible, significant damage without noting it and accept the unit anyway, our ability to file a carrier claim is limited, and your remedy may be limited to replacement parts or a partial credit rather than a free replacement unit. Concealed damage — damage you could not have seen without opening the box — is not affected by this and remains fully covered when reported within 48 hours of delivery.
Changed your mind (buyer’s remorse)
A unit is eligible for a refund only if it is not installed, used, or damaged, is returned within 30 days of delivery with an RMA, and comes back in its original manufacturer's box with all components. The box may be opened — open-box returns are accepted — but the original box must be returned with the unit, and a return without it is not eligible for a refund. A unit is considered used if it has been installed, connected (quick-connect couplers actuated), powered on, or otherwise operated. Damaged here means customer-caused damage only; units that arrived damaged, or are damaged in return transit, follow the shipping-damage claim path above instead. Installed, used, or damaged units cannot be refunded — a defective unit is still fully covered by the Limited Warranty. Buyer's-remorse refunds are the item price minus a flat 25% restocking fee and the actual return shipping cost: we book the return freight to control rates and packaging on heavy freight, and deduct the actual cost from your refund.
Once connected or installed
Zone Air systems run on pre-charged linesets. Once the quick-connect fittings are opened or connected, the refrigerant charge transfers into the condenser. A lineset in this state can no longer be re-charged or resold, so systems whose linesets have been connected or charged, or that have otherwise been installed or operated, cannot be returned for a refund. Any issue that appears after installation is handled under the Limited Warranty.
Cancellations, exchanges and non-returnable items
You may cancel any time before your order ships for a full refund minus any credit card or payment processing fees; once shipped, standard return terms apply. Wrong-size exchanges: exchanging for a different size instead of a refund? You pay a flat 10% exchange fee, which covers the shipping — sending your unit back and sending the new unit to you. If the new unit costs more or less, the difference is added or refunded. The unit must not be installed, used, or damaged, and the exchange fee applies once your replacement order ships. All original components (remote, WiFi module, brackets, fittings, and the rest) must be returned with any return or exchange; missing components are deducted from the refund at replacement cost. Non-returnable items include opened refrigerant, used or connected components, and any system that has been installed, connected, powered on, or operated. Accessories are returnable only if unopened and in resalable condition. Items purchased during promotional or seasonal sales may be designated final sale where noted at purchase.
Refund method and timing
Once your RMA is approved, we book the return freight and send you the shipping details — you do not need to arrange your own carrier. Returns must be ready for pickup within 14 days of RMA issuance. Damage that occurs in return transit is handled through the carrier claim process, not deducted from your refund. Refunds are issued after the returned system is received, inspected, and restocked, within 5–10 business days of inspection, to the original payment method. Restocking fees, actual return shipping, and original shipping charges are non-refundable.
To start a return or damage claim, use the return request form, or contact us at support@zone-air.com or (801) 882-2324 with your order number.