Returns

iTankless.com promises to deliver high-quality products in excellent condition to your door. If for any reason your shipment is not satisfactory, please contact customer care.

Return requests must be made within thirty (30) days after receipt of the item. We will return or exchange any defective product at no charge, however, please be aware that there is a 20% restocking fee on all returned merchandise that is non-defective.

The following items may be returned for a refund:

• Merchandise that has not been removed from its original packaging.
• Defective merchandise.
• Merchandise that was mis-packed or was not shipped correctly.
• Merchandise that has NOT been installed.

Exceptions:

• Special Gas Vent (aka Category III) may NOT be returned unless defective. Please be sure to plan accordingly so you don't have extra pieces.
• No returns are allowed on parts (if defective we will replace).
• ALL returns and exchanges must be made within thirty (30) days of receipt of the product.
• Merchandise damaged during transit must be refused.
• Merchandise having small aesthetic problems (i.e. scratches, dents) may not be returned as defective.

The Return Procedure:

Contact our customer care department by telephone or log into your account to request a return goods authorization (RGA) number. RGA numbers are issued via email usually within 5 business days. This email will include instructions including an address to ship the product. Defective products will at times be picked up by UPS or you will receive a pre-paid FedEx shipping label to return the product free of charge.

Defective products will be re-shipped once we receive them back in our warehouse. If you need your replacement sooner, you will need to place a replacement order. Your original order will be credited once the return is received.

**Please Note: Products cannot be returned without an RGA number because our warehouse has no way to identify your package. Returns without an RGA number are often misplaced and in those cases iTankless.com will not assume responsibility for your product. If your product is located, it will be subject to a 35% restocking or denied. This is up to the discretion of iTankless.com.

• Include all original packaging materials, manuals, and accessories with the product to avoid any additional fees.
• We recommend that products be returned via UPS or FedEx. Using the United States Parcel Service (USPS) may slow the return process. Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our warehouse.
• You are responsible for all shipping & handling charges unless your product is defective.
• Items received past the return period plus reasonable shipping time may not be processed. Only items purchased from iTankless.com are eligible for return credit. Notification will be sent to your email and/or billing address should your return not be accepted.