We honor the written manufacturer’s warranty on each product we sell. Additionally, we take the responsibility to ensure that you get a working, undamaged product delivered to you. To make sure that we can solve problems quickly, you’ll need to follow our procedures. You must first determine if you have a Damage Claim or a Warranty Claim.
Damage Claim If your product is damaged during shipping or arrives defective.
During Delivery.Refuse delivery. Don’t worry, its not rude to the driver. Refusing delivery establishes that the product was damaged before you took possession of it, ensuring that your claim wont be denied.
After Delivery.It is your duty to inspect your delivery within 24 hours. If your box arrives damaged, photograph the damage before opening the box. Then, carefully open the box to inspect the product.
Your name & order number. If you did not refuse delivery, also provide the following:
The model of the product that arrived damaged
A detailed description of the defect.
If possible, include a photo of the damage.
Submit the Advance Parts Agreement (if you did not refuse delivery). This agreement documents the case, allowing us to provide you with a new part or product at no charge. You can email it to rma@ecomfort.com or fax it to 866-554-4365.
Return the defective part or product (if you did not refuse delivery). We’ll cover the shipping costs, but we do need the damaged product back within 30 days
What We’ll Do.
Send out a replacement for the damaged component(s). Before we can send out a replacement, you’ll need to submit the Warranty Advance Agreement. We will only send a completely new unit if we deem it necessary. It’s at our discretion, but we promise to be fair and reasonable. Keep in mind, if your product had a long lead time, your replacement may take equally as long. We will do everything we can to expedite your new shipment.
File a claim with the carrier or manufacturer. We’ll file a claim with the freight carrier or the product’s manufacturer. We’ll need some information from you, but we’ll take care of all the hard work.
If you did not refuse delivery, we’ll arrange for pickup of the damaged product. We’ll send you a prepaid return label. If it was a freight delivery, we’ll arrange for pickup by truck. Note: for freight, you’ll need to secure the product to the original pallet it was delivered on and bring it to street level. The driver cannot enter your home to pick up the product.
Warranty ClaimIf you encounter problems with your product during installation or use.
During Installation.If you encounter problems while trying to do a self-install, stop immediately. Call a local contractor. You are at risk of voiding your warranty.
After Installation.Call a contractor to service your equipment. This can be the contractor who originally installed your equipment, or a different contractor. Most contractors provide a one year labor warranty on installations.
What To Do
Call us with your contractor! Our experienced technicians and engineers can walk through the installation or diagnostic procedures with your contractor. For your safety, we cannot provide support for self-installs. We require this to make sure that your equipment is installed properly and safely, and you get the correct replacement part so your problem is fixed quickly.
Submit the Advance Parts Agreement. This agreement documents the case, allowing us to provide you with a new part or product at no charge. You can email it to warranty@ecomfort.com or fax it to 866-554-4365.
Return the defective part or product. We’ll cover the shipping costs, but we do need the damaged product back within 30 days.
What We Do
Send out a replacement for the damaged component(s). We will only send a completely new unit if we deem it necessary. It’s at our discretion, but we promise to be fair. Before we can send out a replacement, you’ll need to submit the Warranty Advance Agreement. Keep in mind, if your product had a long lead time, your replacement will take longer. But, we will do everything we can to expedite your new shipment.
File a claim with the manufacturer. We’ll file a claim with the products manufacturer. We’ll need some information from you, but we’ll take care of all the work.
Arrange for pickup of the damaged product. We’ll either send you a prepaid return label or arrange for pickup by truck. Note: for freight, you’ll need to secure the product to the original pallet it was delivered on and bring it to street level. The driver cannot enter your home to pick up the product.
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