We want you to get the exact right system for your space. If your plans change or an item isn’t what you needed, here is how returns, exchanges, and cancellations work at Mini Split Systems Direct LLC.
1. 30-Day Return Window & Eligibility
You may request a return within 30 calendar days of delivery. To qualify for a return and refund, all equipment must meet the following conditions:
- Brand New & Uninstalled: The unit must be completely unused, never mounted, never wired to electrical power, and never connected to refrigerant lines, gas lines, or ductwork.
- Original Factory Packaging: Items must be in their original manufacturer boxes with all factory strapping, foam inserts, manuals, remotes, and accessories intact, and secured to a pallet (for freight items).
- Non-Returnable Items: Once an HVAC, Hearth, or Solar unit has been installed, modified, or had refrigerant lines opened, it cannot be returned for safety and regulatory reasons. Installed units are covered directly under their respective Manufacturer Factory Warranties. Custom-ordered commercial equipment and opened electrical components are also non-returnable.
2. How to Start a Return (RMA Required)
Do not ship equipment back without a Return Merchandise Authorization (RMA) number, as unapproved freight deliveries will be refused by the warehouse.
- Email support@minisplitsystemsdirect.com or call 1-562-709-6010 with your Order Number and the reason for your return.
- Include photos showing the item is still sealed in its original factory packaging.
- Our team will issue an RMA Number and the exact return warehouse address within 1–2 business days, and can help arrange discounted return LTL freight pickup if needed.
3. Return Shipping & Restocking Fees
- Defective or Incorrect Items: If we shipped the wrong model or your unit arrived with verified transit damage, you pay $0. We cover 100% of return freight and ship your replacement or issue a full refund.
- Standard Returns (Buyer’s Remorse / Wrong Size Ordered): If you ordered the wrong size or changed your mind, the customer is responsible for actual return shipping/freight costs back to the warehouse. Depending on the manufacturer warehouse, a standard 15% restocking fee may apply to cover warehouse inspection and re-boxing, or we can often waive restocking fees when exchanging for a different size system.
4. Order Cancellations
- Before Shipment: You may cancel your order for a 100% full refund at any time before the order has been dispatched from the warehouse. Call, email, or text us immediately if you need to cancel.
- After Shipment: Once an order has been loaded onto an LTL freight truck or parcel carrier, it cannot be canceled free of charge. If a shipped order is rerouted or refused without damage, outbound and return carrier freight charges will be deducted from the refund.
5. Refund Processing Time
Once your returned equipment arrives at the warehouse and is inspected (typically within 3 to 5 business days of arrival), we will process your refund immediately. Your refund will appear back on your original credit card or payment method within 5 to 7 business days, depending on your bank’s processing speed.
6. Contact Us
Need help exchanging a unit or starting a return?
- Phone: 1-562-709-6010 (Monday – Friday, 9:00 AM – 6:00 PM EST)
- Email: support@minisplitsystemsdirect.com
- Headquarters: Mini Split Systems Direct LLC, 405 W Greenlawn Ave #G11 #418, Lansing, MI 48910