At AC Direct your complete satisfaction is our goal. In an effort to meet this goal, we have established the following policies to help us serve you better.

1. ) Cancellations

We sincerely dislike charging a restocking fee but when an order is placed we become obligated to begin fulfillment of that order. Due to size, weight, and shipping complexities involved in the equipment we sell, this obligation creates a substantial expense that includes invoicing the customer and our supplier, making delivery arrangements to our facility if the item in not in stock, palletizing, wrapping and labeling the order, preparing a Bill Of Lading, and contacting the carrier for pickup.

When an order is cancelled all of these steps must now be reprocessed to back the order out of our system. To keep our prices as low as possible we choose not to pass these substantial expenses along to our other customers.

To avoid these fees we suggest that if cancellation is required that you do so the same day the order is placed as this will prevent us from incurring most of these expenses. Also, please be certain that your order is correct and you have addressed all pertinent issues related to your selection prior to placing the order.

If you have placed an order and cancel it within 24 hours and prior to equipment being shipped, we will refund your purchase price less a 10% processing/palletizing/restocking fee in the same method which payment was made. (i.e. credit or debit card, or company check for all other payment methods.)

We do this because when an order is place by a customer we become obligated to begin fulfillment of the order. The obligation to incur fulfillment expenses incurred because of cancelled orders creates expenses that must be borne by the customers who placed the order and not passed along to customers who complete and accept their orders.

All cancellations - Must be in writing via our cancellation form located here .

2.) Refunds & Returns

In the event that you need to return your order, we will refund your purchase price less shipping and handling and pertinent restocking fees provided you meet these minimum criteria.

Call and obtain a pre-approval and authorization for your return. No returns will be accepted without prior approval from AC Direct.

The original box(es) must be neatly taped with clear tape (no colored tape is accepted) and all manufacturer documentation must be included (specification sheets, installation guides and warranty information).  Do not affix shipping labels directly to the box or container of any item being returned. Instead, wrap the original shipping box or container in plastic or paper and affix any shipping labels to this wrapping so that removal of any wrapping or packaging required to complete a return does not in any way scar or mark the original box or container.

The equipment must be in like new condition meaning the original boxes must be in the same condition as when received and the equipment must not have been installed.

Equipment items including but not limited to furnaces, air handlers, compressor bearing components and any other item outside the dimensional or weight criteria for standard ground services must be returned via common carrier. The arrangements necessary to complete the return must be facilitated by the customer. Customer agrees to abide by reasonable and customary packaging and safeguards to ensure that the item can be properly handled by the returning carrier. If damage should occur in transit from the customer to our facility we will note the delivery receipt and provide a copy of such to the customer. In this case, any refund due the customer will be reduced by an amount to be determined by AC Direct. This determination shall be based on our estimate of the repair or actual salvage value and such value may be reduced to zero, depending on the actual condition that exists at the time the item is received by us. If you disagree with our value determination you have the option of having the item returned to you, freight prepaid.

The value of all items returned to our facility shall be considered conditional until inspected by us. Once we determine that the item has been returned in exactly as new condition, a credit will be issued to the customer in the same manner as originally received by us from the customer, less any pertinent restocking fees or other fees as may be determined by the condition of the item returned.

AC Direct may. at its sole discretion, accept returns of equipment for a period of 14 days after the original purchase date. Returns requested after the 14-day period will be at the discretion of AC Direct. This policy covers both systems and/or supplies. Return insured freight is the responsibility of the buyer.

Water based heat pumps are specially manufactured to the customers need and, as such, no cancellations will be accepted after 24 hours from the time and date of order.

All returns must be made freight prepaid by the customer. AC Direct will impose a restocking fee of 15% plus all associated insured freight costs originally incurred by AC Direct in delivery of the order to the customer. Our offer of free shipping is conditional on acceptance and retainment of the order involved in the offer of free shipping.  Refunds will be credited in the same manner in which payment was received (i.e. credit or debit card, or company check for all other payment methods).

Please allow 2 - 3 weeks for refund from the time AC Direct receives your equipment return

You will be required to sign the Refund/Return Policy Statement prior to receiving any credit.

3.) Order Fulfillment

Incorrect items or short shipped items listed on the signed invoice must be reported to AC Direct within 4 business days of the receipt of the shipment. Shortages that are not noted on the signed delivery receipt will not be accepted by AC Direct. In the event that the error was on AC Direct's part, AC Direct will be responsible for return and replacement shipping costs.

4.) Shipping Policies - Click Here For more information on free shipping and to view transit time maps.

Once we receive your order, it will be carefully prepared for shipping via common carrier.

Free shipping applies to the items as indicated on our website and includes heating and cooling equipment only shipped to the continental United States. Due to the bulky nature of ductwork materials additional shipping charges will apply. Additional shipping fees apply to orders shipped to Alaska and Hawaii.

A common freight carrier will deliver your order to your home or office. These trucks are large and heavy and cannot be driven on residential driveways. The driver is responsible for delivering the freight to the tailgate of the freight truck. If you cannot or do not have anyone to assist with unloading, a lift gate truck can be requested for an additional charge to place the freight on the ground behind the freight truck. Once it is offloaded from the freight truck, you are responsible for moving the freight to its final location.

Items not in stock, or requiring special order will take a little longer.

All orders are shipped fully insured as occasional damage can occur. Equipment order shipped common carrier are F.O.B., Orlando, Fl or the originating shipping point as determined by AC Direct. You must carefully inspect your equipment at the time of delivery with the driver present, as the carriers will not accept damage or shortage claims without a notation on the delivery receipt that damage or a shortage exists.

Once an order leaves our shipping dock it officially becomes the property of the consignee with all obligations attached. In no event shall AC Direct be responsible for damage incurred once the order leaves our facility. We will assist in the claims process for damage noted at the time of delivery providing the customer submits a copy of the noted freight bill with the delivering drivers' signature to AC Direct. In the case of severe damage noted at delivery, AC Direct will, at its sole discretion, file a claim with the carrier for the value of the damage or replace the damaged item. All determinations of repair value by AC Direct shall be final unless additional information is supplied to us that was not previously submitted by the customer. Damage not noted by the consignee at the time of delivery will in no way alter any previous agreements between the customer and AC Direct, regardless of value. In the case of damage not noted at delivery, concealed or otherwise, our sole liability shall be to assist the customer in obtaining  a claim form to be filed with carrier.

In the event that you receive your order with evident damage, immediately inspect it to determine if it is cosmetic or severe enough to affect the system performance. If the damage is only cosmetic in nature, you may accept the delivery and we will provide you with an estimate to repair the damage along with a carrier claim form for reimbursement. In the event that the damage is severe, simply refuse the damaged portion and we will immediately ship a replacement at no charge to you.

Claims for damage must be submitted in writing to either AC Direct or the delivering carrier within 10 calendar days from the date of delivery to be considered for reimbursement. Claims initiated after 10 days will not be considered or assisted by AC Direct.

Orders shipped outside of the state of Florida are non-taxable. Florida residents please add 7% sales tax.

5.) Liability

AC Direct cannot be held liable for damages, consequential or inconsequential, resulting from the installation or operation of equipment. This equipment IS NOT intended to be installed by anyone without the proper expertise, background, and certification. While we acknowledge and applaud do-it-yourselfers, you accept all risk for both installation and equipment selection. We strongly encourage an on-site inspection by a certified professional. Our advice is the result of information obtained by you and is limited in that we don't have full knowledge of the details and scope of your particular needs. We will do our best, given the limited circumstances under which our advice is administered, to provide you with accurate and up to date information.

In the event that legal action is initiated by either party (the customer or AC direct) the point of venue shall be Seminole County, Florida. The prevailing party shall be entitled to reasonable attorney's fees in addition to any damages that may be awarded by the courts.

6.) Warranty

Unless otherwise stated. In the event a warranty repair is needed, simply contact a local air conditioning & heating professional and they can obtain the replacement part free of charge or, if necessary, AC Direct will provide the replacement part free of charge, plus shipping and handling charges

Manufacturer's warranties do not provide for labor coverage of any type. You will be responsible for any labor charges incurred in the replacement of a warranty item. We suggest that you negotiate warranty labor charges extending for a period of one year from the installation date with your installing contractor.

7.) Important EPA notice

Purchaser hereby acknowledges that federal law prohibits opening the refrigeration lines of any equipment purchase. A properly licensed person must handle the refrigerant contained in any unit/system. Purchaser hereby assumes full responsibility for the safe and proper installation in accordance with applicable local code requirements.

8.) Equipment Selection

AC Direct does not guarantee or accept responsibility for the merchantability or fitness of the equipment for any particular application. Any suggestions that may be provided by AC Direct concerning system sizing and/or selection are subject to an onsite inspection by a knowledgeable professional to confirm suitability and fitness for your particular project.