Return and refund policy

Return window

You can return most items within 30 calendar days of delivery for a refund or exchange. This applies to new, open-box and refurbished items.

Conditions for a return

To be eligible, the item must be:

• Unused and uninstalled. It must not have been connected to water, gas or electrical supply.
• Complete, with all parts, manuals, mounting hardware and accessories that came with it.
• In its original packaging, which should be in good condition. Please keep the box until you are sure you will keep the product.
• Accompanied by your order number or proof of purchase.

Items that cannot be returned

• Units that have been installed, connected or used, unless they are defective (see below).
• Opened descaling solutions, chemicals and other consumables, for safety reasons.
• Items marked Final sale on the product page before purchase.
• Gift cards.

How to start a return

1. Email Help@tankless-water-heater.shop or use our contact page with your order number, the item you want to return and the reason.
2. We will reply within two business day with a return authorization (RMA) number and return instructions.
3. Pack the item securely in its original packaging, write the RMA number on the outside of the box, and ship it within 14 days of approval to: Tankless Water Heater Returns, 26 Old Elm Street,P.O. Box 5431
4. Use a trackable shipping service. We are not responsible for returns lost in transit without tracking.

Returns sent without an RMA number may be delayed.

Return shipping costs

• Damaged, defective or incorrect items: we pay return shipping and email you a prepaid label.
• All other returns (for example, you ordered the wrong size or changed your mind): you pay the return shipping cost. If you use our discounted return label, the label cost is deducted from your refund and shown to you before you accept it.
• Restocking fee: We do not charge a restocking fee.

Refunds

When your return arrives, we inspect it within 2 business days and email you to confirm. Approved refunds are issued to your original payment method within 5 business days of inspection. Depending on your bank, the credit can take a few more days to appear.

• You receive a full refund of the item price for eligible returns.
• Original shipping charges are refunded if the item was damaged, defective or incorrect. For other returns, original shipping charges are not refunded.
• If a returned item is not in the condition described above, we will contact you before deciding. We may offer a partial refund that reflects missing parts or damage, or return the item to you at your cost.

Exchanges

If you need a different model or size, the quickest way is to return the original item for a refund and place a new order. If you prefer a direct exchange, contact us and we will reserve the replacement while your return is in transit.

Damaged, defective or incorrect items

If your item arrives damaged, report it within 48 hours of delivery as described in our shipping policy. If an item is defective or incorrect, contact us within 30 days of delivery. We will arrange a replacement or a full refund, including shipping, at no cost to you. After that period, defects are handled under the manufacturer’s warranty and our warranty policy, and we will help you with the claim.

Order cancellations

You can cancel an order for a full refund at any time before it ships by emailing Help@tankless-water-heater.shop with your order number. If the order has already shipped, you can refuse delivery or return it under this policy.

Contact

Tankless Water Heater, 26 Old Elm Street,P.O. Box 5431, Salisbury, MA 01952, United States. Email Help@tankless-water-heater.shop, phone +1 (450) 425-5986, Mon–Fri, 9:00 AM–5:00 PM Eastern Time.

Nothing in this policy limits any rights you have under applicable consumer protection law.