Returns & Refund Policy

We want you to buy the right system the first time, so reach out before you order if you are unsure about sizing. If something is not right, here is how returns work.

Return window

You have 30 days from delivery to start a return on unused, uninstalled equipment.

Condition required for a return

• Unopened, unused, and uninstalled.
• In original packaging with all manuals, remotes, and accessories.
• Free of damage that was not present on delivery.

Items that cannot be returned

• Any unit that has been installed, powered on, or connected to refrigerant lines. Once a system is opened to refrigerant or charged, it cannot be resold and is not returnable except under warranty.
• Special orders or items marked non-returnable at checkout.
• Items returned without prior authorization.

Freight damage (important)

Most of our equipment ships by LTL freight. Inspect every shipment before you sign.

• Note any dents, crushed corners, or holes on the delivery receipt before the driver leaves.
• Report visible or concealed freight damage to us within 48 hours of delivery, with photos.
• Damage reported within the window is handled by us as a freight claim at no cost to you. Damage reported after the window may not be recoverable.

Restocking fee

Non-defective returns are subject to a 15% restocking fee on unopened items. This is standard for heavy HVAC freight: it covers the inbound freight and re-inspection that come with handling a large unit. The fee applies only to unopened, uninstalled units in original packaging.

Return shipping

The customer pays return freight on non-defective returns. NG Trade pays when the return is due to our error or a defective or damaged unit.

Defective or warranty items

For a defect, contact us first for a Return Merchandise Authorization (RMA). Do not ship anything back without an RMA number. Warranty claims follow the warranty section of our Terms of Service.

Refunds

Once we receive and inspect the return, we issue the refund to your original payment method within 5 to 10 business days, minus the 15% restocking fee and any return freight where it applies. Original shipping is non-refundable unless the return is due to our error.

Order cancellation

You can cancel before the order ships at no charge. Once it ships, the return process above applies.

How to start a return

Contact us with your order number and the reason: contact us or info@ngairsolutions.com.