Refund policy
All returns must include a BOSTON AC return authorization to be valid. Returned packages that are not
clearly identified with a copy of the return document inside the package will not be accepted. Your items
must be returned in their original packaging with all parts, including the user manual if applicable.
All return shipping costs are the customer's responsibility, unless there is shipping damage. A 15%
inspection and restocking fee will apply. BOSTON AC reserves the right to deduct an amount equivalent
to missing or damaged parts.
Items returned without a return authorization form will not be processed or refunded.
PROCEDURES
Email us at info@bostonac.ca within 10 days of the delivery date. Please provide your name, order
number, and reason why you wish to make a return.
When approved, you will receive a return authorization, with detailed instructions, which you must print
and include with your items in your return shipping package. All return shipping costs are the customer's
responsibility. We suggest you choose a shipping company that will provide you with a tracking number.
Our customer service will issue a refund within 14 days of receipt of the returned items. Original
shipping and handling charges are non-refundable. When the refund is processed, you will receive an
email confirming the transaction. Refunds are processed on the same credit card used to place your
order. It may take 5 to 10 business days for the refund to appear on your credit card statement.
RETURN TO DISTRIBUTION CENTERS
Please note that our distribution centers do not have a customer service counter. Returns to site are
therefore not authorized.
ORDER CANCELLATION
If you need to cancel an order, please email us as soon as possible at info@bostonac.ca with CANCEL
ORDER in the subject line. Call us immediately during our opening hours. Do not leave a message. It is
mandatory to speak to one of our representatives to ensure cancellation. We will do our best to cancel
your order before it is shipped.
Once your order has been submitted, we cannot guarantee cancellation. All orders are processed and
shipped as quickly as possible for the customer's benefit. Cancellation of a device already shipped, but
still in delivery, will be subject to a $300 return fee as well as a 15% restocking fee which will be
deducted from the refund.
If, however, you miss the cancellation period for your order, we will issue you a return authorization and
all return costs will be your responsibility, as well as a 15% restocking fee which will be deducted from
the refund.
ORDER MODIFICATION
A modification to your initial order is possible only to remove items and only if your order is not shipped.
We are unable to add additional items to your initial order. In this case, you will need to place a new
order for the items you want added. Important, no changes are possible once your order has been
shipped.
REFUSAL TO DELIVERY
An order returned or refused delivery for any reason other than shipping damage will be subject to a
15% restocking fee plus $300 freight charge for devices.
COMPLAINTS AND WARRANTY
If you experience any of the following issues with your order, please email us at info@bostonac.ca, one
of our customer service representatives will be happy to assist you!
- Lost package. Before contacting us to claim a lost package, please first contact the carrier with the
tracking information you received by email at the time of shipment. If the carrier is unable to locate your
order or confirms that it is indeed lost, send us an email with your name and order number. We will be
happy to assist you!
- Damage during shipping. Products damaged during shipping are eligible for replacement. Upon
receipt of your order, even if it is not intended for immediate use, please inspect it. If you notice any
damage, please email us at info@bostonac.ca providing your name, order number, photos of the
damaged item, including images of the box or packaging and the shipping label. No replacement or
refund will be authorized if the request is received after a period of 10 days following receipt of your
order, according to the date written on the carrier's delivery note.
- Missing item. Items may be shipped from different warehouses, on different dates. If your order is
incomplete or some items are missing, please contact us. We will provide you with a ship date and
tracking if available, or a replacement if necessary.
- Defective item. Our BOSTON AC wall-mounted heat pumps are guaranteed for 10 years for the
compressor and 2 years for the other parts against any manufacturing defect. If an item is found to be
defective and covered under warranty, a replacement will be shipped to you for shipping costs.
- Different item than ordered. If the product you received is not what you ordered, please email us at
info@bostonac.ca including your name, order number and photos of the item received, including the
shipping box and the product label.