Call: 615-538-7979

Refund policy

Returns & Exchange Policy

GWIN, LLC — 114 22nd Street, Old Hickory, TN 37138 · contact@gwinhvac.com · 615-538-7979

General Returns Guidelines

  • Notification of return must be made within 30 days of the delivery date. Requests after this timeframe will not be accepted.
  • If an order is cancelled or refused after the product has shipped, a restocking fee (outlined below) will apply.
  • If the customer provides an incorrect shipment address or phone number and the carrier cannot deliver, the shipment will be returned to the warehouse and subject to the applicable restocking fee.
  • If GWIN or the carrier cannot contact the customer with the provided number and the order is returned, the order will be subject to the applicable restocking fee.
  • Storage fees may apply if the customer does not schedule a delivery appointment within 3 days of the shipment reaching the final terminal.

Cancellation & Restocking Fees

Fees depend on how far along your order is when it is cancelled or returned:

  • 3% cancellation fee — order placed but not yet processed (awaiting warehouse pickup).
  • 5% cancellation fee — order processed and awaiting shipping carrier pickup.
  • 35% minimum restocking fee — order has shipped. This applies to all processed returns, refused shipments, and orders returned to the warehouse because of an incorrect address or phone number or because the customer could not be reached.

Other Fees

  • Storage fees are determined by the carrier; we do not add any fees of our own. They may apply if a delivery appointment is not scheduled within 3 days of the shipment reaching the final terminal.

Special Cases — Request a Review

We know not every situation fits neatly into the rules above. If you believe your circumstances are unusual — for example, a hardship, an unexpected delivery problem, a timing issue outside your control, or any other reason these terms don’t quite fit — you may ask us to review your case.

To request a review, email contact@gwinhvac.com with your order number and a short explanation of your situation. On a case-by-case basis and at our sole discretion, GWIN may approve a return, exchange, or cancellation that would otherwise fall outside these terms, or may reduce or waive a fee. Each review is considered individually; granting one request does not create a right to the same outcome in any other case, and any adjustment we offer applies only to that specific order. This option is offered as a courtesy and does not change or waive these terms except as we expressly agree in writing for a given order.

Eligibility

  • Only unused products in their original packaging (box and pallet) are eligible for return.
  • Products that have been used or installed cannot be returned.
  • In some cases, the customer may be responsible for arranging return shipment via FedEx or a similar carrier.

Products Ineligible for Returns or Exchanges

  • Modified products
  • Products in non-resalable condition
  • Products without an order number
  • Products not in original packaging

Damaged Products

If you receive a damaged order, please follow these steps:

1. Visible damage at delivery:

  • Take clear photos.
  • Refuse the package.
  • Note the damage with the driver on the Bill of Lading or freight bill.

2. No visible damage on the box:

  • Inspect the product immediately upon receipt.
  • If damage is found, take photos and contact us within 24 hours.

Report damages to contact@gwinhvac.com and include:

  • Your order number
  • A detailed description of the issue
  • Photos of the damage

Our team will assist you with a prompt replacement. All damages must be reported within 24 hours of delivery. Claims after this period will be denied.

Exchange Policy

General exchange guidelines:

  • Notification of exchange must be made within 30 days of delivery. Requests after this timeframe will not be accepted.
  • A minimum 35% restocking fee applies to all exchanges.
  • Only unused products in their original packaging are eligible.
  • Used or installed products cannot be exchanged.

Process:

  1. Arrange for pickup of the item being exchanged.
  2. The warehouse will inspect the item to confirm it is in new, resalable condition.
  3. A refund (minus restocking fees) will be issued to the original payment method.
  4. You may then place a new order for the desired product.

How to Start a Return or Exchange

To begin a return or exchange, visit our Request a Return page and submit your order number, contact details, reason, and photos of the item. You can also email us at contact@gwinhvac.com.

Related Policies

See our Shipping Policy for delivery and freight details, and our Terms of Service for full terms.

GWIN™ — WIN With GWIN™. 114 22nd Street, Old Hickory, TN 37138 · contact@gwinhvac.com · 615-538-7979