Monday-Friday: 7am - 6pm CST, Saturday: 8am - 12pm CST
All products we sell include the original Manufacturer's Warranty on parts and workmanship. Please review our policies below before contacting us about a warranty claim.
Most of our products are technical in nature, and are intended to be installed only by trained professional contractors. This is especially true of products that require high voltage electricity or combustible fuel such as natural or propane gas. End-users should always hire professional contractors for installation and service of equipment. If you are experiencing difficulty with your equipment, 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. This policy is in place to make sure that your equipment is installed properly and safely. This also helps us fix your problem quickly by ensuring that you get the correct diagnosis and replacement part.
We do not support homeowner self-installs of technical products (e.g. boilers, mini-splits, unit heaters, etc.). Generally, products that require high-voltage power or combustible fuel are technical. However, other products may also be considered technical and require professional installation. If you’re not sure, you can always ask us.
If you encounter problems with your technical product while attempting a “DIY” (Do It Yourself) installation, stop immediately. Before we can file a warranty claim on your behalf, we require that you engage a professional contractor to install the product in accordance with the manufacturer’s recommendations. Should you proceed with this type of installation, know that you are proceeding at your own risk and that the warranty will be voided.
If your contractor has determined that your product is defective, you may qualify for a partial or complete replacement of your product under the manufacturer’s warranty. Before you contact us regarding your warranty claim, you’ll need to register your product with us. Please log in to your account and visit the Warranty Registration page. We need to gather basic information about the product and its installation in order to comply with manufacturers’ policies.
If a defect is discovered in a product sold by eComfort.com, within the warranty period, we’ll provide a replacement to the defective part at no charge. Once your warranty registration has been filled out (see above), you will need to complete our online Warranty Request Form. In addition to providing us information about the defective part, you will be asked to choose either Standard or Express replacement. In either case, we’ll provide you with pre-paid return shipping of the defective part.
Standard replacement requires that you return the defective part to us for processing before we can send a replacement to you. This method is best if the part/product is non-critical, or not currently in use.
Express replacement gets the ball rolling on your replacement part before we receive the defective one. After selecting this option (and after we have determined the appropriate replacement part(s)), we will send you an email with a link to our Advance Part(s) Agreement. Once the agreement is signed and submitted, we’ll start processing the warranty claim immediately, shipping the replacement part as soon as it is available. You’ll then have 30 days to return the defective part to us via pre-paid shipping. Due to manufacturer requirements for warranty claims, if we don’t receive the defective part within 30 days, we’ll have to charge you retail price for the replacement part.
We’ll arrange for return shipping of any parts that become defective during the warranty period. For parts that can ship via Parcel (e.g. UPS or FedEx), we’ll send you a pre-paid return label either electronically or via USPS. Please package your product for safe transit and apply the label to the box. Then, just drop it off at any local UPS/FedEx (depending on the label) location.
For products which are too large or heavy to ship via Parcel, we’ll schedule an LTL Freight pickup for you. We’ll provide you with an electronic copy of a “Bill of Lading”, which serves as the shipping document. You can schedule a pickup directly with the carrier, or we can do it for you. Products shipping LTL must be securely packaged on a pallet for safe transit (we recommend using the one it came on). The shipment needs to be at street level when the driver arrives. The driver cannot enter your home to pick up the product.
Most contractors provide a one year labor warranty on installations. We will not be responsible for labor costs to diagnose, repair, install, or otherwise service the products we sell. Should a product, for any reason, be eligible for a labor credit from a manufacturer, we will forward such credit only after it has been paid to us.
We at eComfort.com recognize that some brands have published disclaimers against purchasing certain equipment via the internet. In such cases, eComfort.com will match the original Manufacturer's Warranty on parts and workmanship in both length and scope. Some manufacturers have an 'anti-internet' policy for various reasons, but chief among them is the risk of improper installation by end-users or untrained installers. We strongly agree with this concern, and want to clearly express that we do not support homeowner self-installs of technical products (e.g. boilers, mini-splits, unit heaters, etc.). Any warranty on products we sell, whether provided by the manufacturer or us, will be void in the event of improper installation.
Last Updated: June 19, 2013
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