Start a return, exchange, or damage claim.
Tell us what you need and we'll guide you through the process. Most requests are reviewed within one business day. Standard returns and exchanges must be requested within 30 days of delivery. Damage claims must be made within 24 hours of delivery.
Unused product in original packaging, within 30 days of delivery. 35% restocking fee applies.
Return the item for refund, then place a new order. Same 30-day window, same 35% restocking fee.
Items damaged in shipping. Must be reported within 24 hours of delivery with photos.
Submit your return, exchange, or damage request.
Complete the form below. We will review and respond within one business day. Please have your order number and photos of the item ready.
Request form is being set up
Our online return request form is currently being configured. In the meantime, please contact us directly to start your return, exchange, or damage claim.
Email: returns@gwinhvac.com
Phone: (615) 538-7979 · Mon–Sat 9 AM – 5 PM CST
Know what qualifies, and what to expect.
A quick summary of our return and exchange policy. Full terms are linked below.
Eligible for return
These conditions qualify for standard processing.
- Within 30 days of delivery
- Unused and uninstalled
- In original packaging (box + pallet)
- Original order number available
- Damage reported within 24 hours of delivery
Not eligible
These cannot be returned or exchanged.
- More than 30 days since delivery
- Used or installed products
- Modified products
- Not in original packaging
- Non-resalable condition
- No order number provided
Fees to know
What you may be responsible for.
- 35% — Restocking fee on all processed returns and exchanges
- 5% — Processing fee if order has not yet shipped
- 3% — Cancellation fee on all orders, before or after shipping
- Varies — Return shipping (in some cases, customer arranges)
- Varies — Carrier storage fees if pickup not scheduled within 3 days
Common questions about returns and exchanges.
If your question is not here, submit a request above or call us — we will give you the honest answer either way.
How long do I have to request a return or exchange?
30 days from the delivery date. Requests received after 30 days will not be accepted as standard returns. If your situation falls outside this window, you can still submit a request marked for special review, but standard processing is not guaranteed.
What is the time window for damage claims?
Damage claims must be reported within 24 hours of delivery. If damage is visible at delivery, take photos, refuse the package, and note the damage with the driver on the Bill of Lading. If no visible damage on the box but you find damage on inspection, photograph it and contact us within 24 hours. Claims after this period will be denied.
What fees apply to returns and exchanges?
A minimum 35% restocking fee applies to all processed returns and exchanges. If the order has not yet shipped, a 5% processing fee applies instead. A 3% cancellation fee applies to all cancellations, before or after shipping. You may also be responsible for return shipping in some cases, and carrier storage fees apply if pickup is not scheduled within 3 days of arrival at the final terminal.
Can I return an item that has been installed or used?
No. Only unused, uninstalled products in their original packaging (box and pallet) are eligible for return or exchange. Once a product has been installed or modified, it cannot be returned.
What does an exchange actually involve?
Exchanges are processed as a return followed by a new order. We arrange pickup of the item being exchanged, the warehouse inspects it to confirm it is unused and in original packaging, a refund (minus 35% restocking fee) is issued to your original payment method, and you then place a new order for the desired product.
What happens if my address was wrong or the carrier could not reach me?
If you provided an incorrect shipment address or phone number and the carrier cannot deliver, the shipment is returned to the warehouse and subject to a 35% return and restock fee. The same applies if GWIN or the carrier cannot contact you with the provided number and the order is returned.
Do I have to pay for return shipping?
In some cases, yes. Depending on the situation, you may be responsible for arranging return shipment via FedEx or a similar carrier. We will tell you upfront when this applies before any pickup is scheduled.
What products cannot be returned or exchanged?
The following are not eligible under any circumstances: modified products, products in non-resalable condition, products without an order number, and products not in their original packaging.
What if my situation is unusual or falls outside the standard policy?
You can still submit your request through the form above — there is an option to flag your submission for special review. Our team will evaluate case by case. We try to be reasonable, but we are not able to guarantee any outcome outside the standard policy.
How will I receive my refund?
Refunds are issued to your original payment method once the returned item has been inspected by the warehouse and confirmed to be in new, resalable condition. Refund amounts reflect the original purchase price minus applicable restocking, processing, or cancellation fees.
