Refund policy

Last updated: June 9, 2026

This Refund Policy explains when and how you can return a refurbished PTAC unit purchased from PTACrefurb.com, operated by PTAC Refurb. It works together with our Warranty and Terms of Service. Please read it before ordering.

1. Two Different Paths: Returns vs. Warranty

There are two separate ways to resolve an issue with your unit. Please use the correct one:

  • Warranty claim. If your unit is defective or stops working due to a covered failure (for example, electrical, compressor, control board, or fan motor failure) within the 365-day warranty period, this is a warranty matter. Do not start a return. File a warranty claim through our Warranty page. Remedies there include repair, replacement with a comparable unit, or a refund of the purchase price, at our discretion.
  • Return. If you want to send a unit back for a reason other than a covered warranty failure (for example, you ordered the wrong model or changed your mind), this Refund Policy applies.

2. Return Window and Eligibility

You may request a return within 14 days of the delivery date, provided the unit meets all of the following conditions:

  • The unit is uninstalled and has not been wired in, mounted, or placed into service.
  • The unit is in the same condition in which it was received, with no new damage.
  • The unit includes all original components and packaging it shipped with.
  • You have a valid Return Merchandise Authorization (RMA) from us (see Section 4).

3. Non-Returnable Items

The following are not eligible for return or refund:

  • Units that have been installed, wired, mounted, or used.
  • Units returned without prior authorization (an RMA).
  • Units with damage that occurred after delivery, including during installation or removal.
  • Units returned outside the 14-day window.
  • Clearance, final-sale, or special-order items, where marked as such at the time of purchase.
  • Freight and shipping charges, which are non-refundable except where a unit arrives damaged in shipping or where we shipped the wrong item.

4. How to Start a Return

  1. Contact us at orders@ptacrefurb.com or 865-456-0146 within the return window.
  2. Provide your order number, the item, and the reason for the return.
  3. If approved, we will issue an RMA and return instructions, including the return address.

Do not ship a unit back before receiving an RMA. Units returned without prior authorization may not be accepted, and may be returned to you at your expense or refused.

5. Restocking Fee

Approved returns for reasons other than our error (for example, buyer's remorse or an incompatible unit that was ordered correctly) are subject to a 30% restocking fee, deducted from your refund. This covers inspection, re-testing, and re-processing of the returned unit.

We waive the restocking fee when the return is due to our error (for example, we shipped the wrong item) or damage on arrival.

6. Return Shipping

  • For returns due to buyer preference or an incorrectly chosen unit, you are responsible for return shipping costs and for packing the unit securely to prevent damage in transit. We recommend insuring the shipment. Units damaged in return transit due to inadequate packaging may reduce or void your refund.
  • For returns due to our error or damage on arrival, we will arrange and cover return freight.

7. Shipping Damage (Freight Claims)

PTAC units ship as freight, and inspecting on delivery is essential:

  • Inspect the unit before signing the carrier's delivery receipt or bill of lading.
  • If you see any damage, write it on the delivery receipt and photograph the packaging and unit before the driver leaves.
  • Report shipping damage to us within 48 hours of delivery at orders@ptacrefurb.com with photos and your order number.

If a unit arrives damaged and you report it as above, we will, at our discretion, repair it, replace it, or refund it, and we will cover related freight. If visible damage is not noted at delivery, our ability to recover from the carrier may be limited, which can affect your claim.

8. Defective or Incorrect Items

  • Defective units: All defective units are handled under our 365-day warranty. There is no separate defective-on-arrival reporting window. If a unit does not power on or function as intended when it first comes out of the box — even if you purchased it, held it in inventory, and put it into service at a later date — we will replace it under warranty. File a claim through our Warranty page.
  • Wrong item shipped: If we ship the wrong unit, contact us and we will correct it at no cost to you, including freight.

9. Order Cancellations

  • You may request cancellation of an order before it ships or is prepared for pickup for a full refund. Contact us as soon as possible at 865-456-0146.
  • Once a unit has shipped, the order cannot be canceled and is handled under the return process above.

10. Refund Processing

  • Once we receive and inspect a returned unit, we will notify you of approval or rejection.
  • Approved refunds are issued to your original payment method, less any applicable restocking fee and non-refundable freight.
  • Please allow up to 10 business days from our receipt of your return for the refund to process, plus additional time for your bank or card issuer to post it.
  • If a refund is delayed beyond the stated time, contact us and we will assist.

11. Local Pickup Orders

For units picked up in person, inspect the unit with us at pickup where practical. The return window and conditions above apply from the pickup date. Approved returns for local pickup orders may be returned in person by appointment.

12. Questions

We are happy to help confirm a unit is right for your application before you order, which is the easiest way to avoid a return.

PTAC Refurb
134 Allworthy, Port Charlotte, FL 33954
Email: orders@ptacrefurb.com
Phone / text: 865-456-0146
Hours: Monday through Friday, 8:00 AM to 5:00 PM ET