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Warranty Statement

How to Handle a Warranty Claim

Product Expert

All products we sell include the original Manufacturer's Warranty on parts and workmanship. Please review our policies below before contacting us about a warranty claim.

First Step: Call Us with Your Contractor!
Most of our products are technical in nature and are intended to be installed only by trained professional contractors. This is especially true of products that require high voltage electricity, a combustible fuel such as natural or propane gas, or refrigerant.

End-users should always hire professional contractors for installation and service of equipment. If you are experiencing difficulty with your equipment, our experienced technicians and engineers can walk through the installation or diagnostic procedures with your contractor. For your safety, we cannot provide support for self-installs. This policy is in place to make sure that your equipment is installed properly and safely. This also helps us fix your problem quickly by ensuring that you get the correct diagnosis and replacement part.

"DIY" Installations
We do not support homeowner self-installs of technical products (e.g. boilers, mini-splits, unit heaters, etc.). Generally, products that require high-voltage power, combustible fuels, or refrigerant are technical. However, other products may also be considered technical and require professional installation. If you’re not sure, you can always ask us.

If you encounter problems with your technical product while attempting a “DIY” (Do It Yourself) installation, stop immediately. We require that you engage a professional contractor to install the product in accordance with the manufacturer’s recommendations. Should you proceed with this type of installation, know that you are proceeding at your own risk and that the warranty will be voided.

Product Defects
If a defect is discovered in a product sold by within the warranty period, you may qualify for a partial or complete replacement of your product under the manufacturer’s warranty. Your contractor will be responsible for diagnosing the cause of the problem and determining the appropriate steps to restore your system to operation.

Manufacturer and eComfort technical support staff are available to assist your contractor throughout the troubleshooting process. If your contractor determines that any part(s) of your equipment need to be replaced, they can take the defective item(s) to the local distributor supporting your product to exchange the defective part(s) for a working replacement(s). By exchanging the part(s) locally, your system can be repaired with the minimum amount of down time.

Should your contractor run into any problems locating replacement parts, is available to direct them to a local distributor, work with the manufacturer to ensure that the part(s) is provided, or, should quicker means fail, provide the part(s) directly.

Labor Warranty
Most contractors provide a one year labor warranty on installations. We will not be responsible for labor costs to diagnose, repair, install, or otherwise service the products we sell. Should a product, for any reason, be eligible for a labor credit from a manufacturer, we will forward such credit only after it has been paid to us.

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