EZ Tankless Return Policy
Procedure for returning heaters to EZ Tankless for exchange or refund.
Items returned for repair or refund must be properly packaged and meet the requirements of packaging set by each respective courier. Insurance on shipments is inexpensive and the responsibility of the shipper. For information on requirements for packaging can be found at these links:
U.S. Postal Service
No manufacturer can absorb transportation damage due to negligence beyond their control.
Transportation damaged items received at our warehouse are the responsibility of the shipper. The shipper must initiate any claims for damages and payment for said damages will be made to the shipper. We will cooperate fully with the courier regarding proof of damage.
Products must be in packaged and shipped securely
Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with.
Product serial number, or any similar identification numbers, must match the serial number on the package or invoice (EZ Tankless maintains serial number tracking).
Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.
Products so labeled with a security seal, must have the seal intact and not tampered with.
Return Merchandise Authorization Number (RMA)
Returns will not be accepted without a valid Return Merchandise Authorization Number (RMA). Unless otherwise specified in the item listing on our website or in our Return policy, you may request a RMA Number within 30 days of the original purchase date. RMA numbers expire after 30 days, but we encourage you to return the product as soon possible. Any return we receive without a valid RMA number will be documented and rejected or subject to a restocking charge at our sole discretion.
For your protection, we recommend that you properly package and insure your return and use a traceable carrier that can provide you with delivery confirmation. EZtankless shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, EZtankless may reimburse shipping charges related to the return or exchange of defective products inside the U.S. only.
In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied, the product(s) will be deemed not eligible for return and will be returned to you at your expense. If EZ Tankless at our sole discretion, decides to accept a non-qualified item for return, a restocking fee of up to 25% will be assessed.
DISPOSAL OF ABANDONED ITEMS
Returned items that have been deemed not-acceptable for refund or repair will be held for a maximum of 60 days. If the shipper or client who owns the specific item does not make claim to it within that period, we reserve the right to dispose of this item.
WARNING: Unclaimed items in our warehouse will be held ONLY 60 DAYS. It is the client's responsibility to claim items within this period of time. We make reasonable attempts to contact clients to ask them why they have not claimed their product in our possession and for this reason we cannot be held responsible for those who do not answer our inquiries. If you have changed your email address, changed your telephone number or moved without a forwarding address, and failed to notify us and have failed to reply to our messages, we simply will not be held responsible. Sixty days is plenty of time for any transaction of any kind to be completed.
The reason we have this rule is because of abandoned items. Typically this scenario evolves from one of two reasons.
(1) When a person sends a heater for repair or return and if the heater is improperly packaged or damaged by the shipping company, then the item is often left here after the damage claim is settled. UPS and FEDEX typically do not claim items after they have paid or denied damage claims initiated by the sender. (As stated above, it is the sole responsibility of the sender to properly package and insure items sent to our company. If an item arrives here damaged, we will contact the sender and it then is the sole responsibility of the sender to initiate the damage claim process. We will cooperate with the shipping company to expedite the claim)
(2) When a person sends a heater to us for repair, we usually repair the item the same day as it is received and immediately notify the client. At times, clients abandon the heater after the repairs have been made. Abandoned and unpaid items will be held only 60 days no exceptions.