Refund policy
Returns, Exchanges and Refunds
This policy follows the Penry Air Conditions of Sale (Effective 2026, Section 10). If anything here differs from the Conditions of Sale, the Conditions of Sale govern.
Nothing in this policy limits any rights you have under the consumer protection laws of your state.
1. RMA Required
No return is accepted without a Return Merchandise Authorization (RMA) number issued by Penry Air in advance.
- Request an RMA within 14 calendar days of delivery.
- Contact [email protected] or 877-388-4111 with your order or invoice number, part number, quantity, and reason for return.
- Items received without a valid RMA number will be refused, returned at the sender's expense, or disposed of with no credit.
- Do not send items back to the manufacturer without contacting us first. Some manufacturers require items to ship directly to their factory, and we will give you instructions with your RMA.
2. Customer-Initiated Returns
- Return freight is the customer's responsibility.
- A minimum 35% restocking fee applies, or the vendor's restocking charge if higher.
- Credit is issued only for stocked items returned in resalable condition, in original sealed packaging.
- Credit is issued net of the restocking fee and the original outbound freight. Outbound freight is non-refundable.
- If the vendor will not accept the part back, we cannot issue credit.
3. How Credit Is Issued
Approved returns are issued as store credit, which does not expire, unless a cash refund is agreed in writing by Penry Air management. We will email you when your return is received and inspected, and let you know whether it was approved.
4. Our Error
If we shipped the wrong part because of our own picking or identification error, notify us within 5 business days of receipt. We will pay return freight, charge no restocking fee, and either ship the correct part at no charge or issue full credit.
5. Final Sale Items (No Returns)
- Custom, configured, and special-order items (these carry a non-refundable 35% deposit at order)
- Electrical components of any kind once removed from original packaging
- Any part installed, mounted, connected, or placed into service
- Parts with broken manufacturer seals, missing packaging, or customer markings
- Piping and fittings
- Lubricants, oils, fluids, and consumables
- Parts beyond the 14-day window without an approved exception
- Any item marked Final Sale
- Equipment that has shipped is not subject to cancellation, refund, or exchange
6. Damaged or Short Shipments
Inspect all shipments before signing the delivery receipt. Visible damage must be refused or noted in detail on the carrier's receipt before the driver leaves, and you must notify us at [email protected] within 24 hours with photos. Concealed damage must be reported to us and the carrier in writing within 5 business days, with all original packaging kept. All other defects, damage, or shortages must be reported in writing within 10 business days of delivery. See our Shipping Policy for details.
7. Warranty Claims
Warranty failures are not returns. Penry Air is a distributor, and all products carry the manufacturer's warranty only. The manufacturer covers the defective part. Labor, travel, diagnostics, and freight not covered by the manufacturer are the customer's responsibility. Contact us to start a warranty claim, and we will manage it with the manufacturer on your behalf. See our Warranty Policy.
8. Cancellations
Once you place an order, it is a binding commitment. Cancellations are subject to a minimum 20% cancellation fee. If the manufacturer has begun production, committed materials or shipped, the fee equals our actual costs, which may be more than 20%. Custom, configured and special-order equipment cannot be cancelled once placed with the manufacturer. Orders that have shipped cannot be cancelled, refunded or exchanged.
Questions
Email [email protected] or call 877-388-4111.