Return eligibility
Request a return within 7 days of delivery if your item is damaged, defective or incorrect and the available evidence shows the problem was not caused by customer misuse, handling or installation.
| Situation | Request period | Return shipping |
|---|---|---|
| Damaged, defective or incorrect item | Within 7 days of delivery; supporting evidence required | Paid by RobinairUS when approved |
| Change of mind or unsuitable selection | Not covered by this store policy | Not applicable |
| Customer-caused damage or improper installation | Not covered by this store policy | Not applicable |
Request a return
- Contact our team. Email [email protected] within the request window. Use “Return request” and your order number in the subject.
- Describe the issue. Include the product model, delivery date and a clear explanation of what went wrong.
- Share supporting evidence. Provide relevant photos or video of the product, packaging, shipping label and the issue. Do not send payment card details.
- Wait for instructions. We will review the information and confirm eligibility and the return arrangements before you send the item.
Preparing an approved return
RobinairUS pays return shipping for returns approved under this policy. Follow the shipping instructions supplied with your authorization; do not use a different return address or purchase return shipping without first coordinating with our team.
Retain the packaging and included accessories where possible, and pack the item securely. For equipment containing oil, refrigerant or other regulated materials, ask for product-specific transport instructions before dispatch.
Inspection and resolution
After receipt, we will inspect the returned item against the reported issue and contact you about the resolution. We handle approved refunds and process them within 3 days after approval. Your payment provider may take additional time to display the credit.
Our team will confirm the refund arrangements directly with you. Your rights under applicable consumer law remain unaffected.
Order cancellation
We do not accept voluntary order cancellations after an order has been placed, including before dispatch. Please check the model, compatibility, quantity and delivery details before completing your purchase.
This policy does not remove cancellation or refund rights required by applicable law, including rights that may apply if we cannot fulfil an order or a shipment is delayed. Eligible product issues are handled under the Returns Policy above.
Common questions
My item arrived damaged. What should I do first?
Photograph the packaging and damage, retain relevant delivery documents and contact us within seven days of delivery. Do not continue using equipment if you suspect a safety issue.
Can I return an item without contacting you?
Please request authorization first so we can confirm eligibility and provide the correct return instructions.
Is a warranty claim the same as a return?
No. A store return follows this policy. Manufacturer warranty claims follow the terms for the particular product; see Warranty Information.
