Return Policy

Returns

We understand that occasionally a customer will purchase an item that does not fit their needs. We are committed to working on an individual basis with our customers to solve any issues and provide the best possible service. If you are not 100% satisfied, you may return your order to us within the first 30 days after delivery*.

To make your return as easy as possible, review the following checklist for what items are required for a return.

All returns must include:

  • Product(s) Ordered in Original Condition
  • Original Packaging
  • All Included Accessories & Materials
  • A Return Merchandise Authorization Number (RMA) – This will be provided to you by a customer service expert when you schedule your return

 

Return Policy

If you are not fully satisfied with your purchase, you may return it to us within the first 30 days after delivery. All we ask is that the order be returned to us in its original packaging and condition with all included accessories and materials. To obtain a return merchandise authorization number (RMA), please contact one of our customer service experts Monday through Friday 8 a.m. to 5 p.m. at 1-866-319-5473.

Due to seasonality and function, some of our products have unique return restrictions:

  • Portable air conditioners, portable air coolers, and heaters are only eligible for return within the first 15 days after delivery.

 

Shipping and handling costs are not refundable and the customer is responsible for the cost of the return shipping.

Returns related to orders that included "free shipping" or a shipping charge less than $10.00 will be refunded 85% of the product cost in order to cover original shipping fees. All returns will be inspected and we reserve the right to adjust the refund on the return depending upon the condition of the returned product.

 

Rerouting an Order

Orders that have been fully processed into our warehouse or shipped may no longer be cancelled. Should you wish to return an order that has yet to arrive at the ship to location please contact our customer service department so they may request a rerouting of the package with the shipping carrier back to our warehouse. Once the order is received back into our warehouse you will be refunded 80% of the of the product cost in order to recoup shipping fees. Rerouted orders that included an original shipping cost will be refunded minus the listed shipping amount and subject to a 10% shipping recovery fee.

 

Damaged Shipments

We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at 1-866-319-5473.

Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund.

 

Defective Products

Edgestar/Koldfront products include a 90 day labor, 1 year parts, mail-in warranty. Should you believe that your Edgestar or Koldfront product suffers from a defect please contact our customer service department directly for warranty assistance. It is important to have the unit next to you when you contact us for warranty assistance so the service technician may properly troubleshoot and diagnose the issue. Please retain all original boxes and packaging related to your unit for the full duration of the mail-in warranty period. It is mandatory that all warranty service returns to our repair warehouse include a return RA number or the package may be refused back to you. The contact phone number for warranty service and return authorizations: (866) 319-5473, M-F, 8am to 5pm CST. Should a technician be unavailable to assist you when you call, please leave a voicemail with your contact information and you will receive a callback. You may also contact our service department via email: service@Edgestar.com

Click Here if you would like to chat with an Edgestar/Koldfront service technician during business hours. (8am – 5pm CST, M-F)