Return Policy
General Return Window
All returns must be requested within 30 days of delivery. Returns received after 30 days or without proper authorization will not be accepted.
Commercial Water Heaters
- Eligibility: Must be in original packaging.
- Restocking Fee: 25% of unit price.
- Shipping: Return shipping prepaid by customer.
- Fee Waiver: If exchanging for another unit, restocking fee is waived.
- Non-Negotiable: Manufacturer imposes identical restocking on us.
- Expedited Shipping: Will not be refunded.
Special-Order Items
- Non-Returnable: Cannot be returned or cancelled once ordered.
- You will be notified at the time of ordering if your item is special-order. These units include but are not limited to large volume electric water heaters and large volume storage tanks.
Tankless Water Heaters
- Unopened Box: Restocking Fee: 10% of unit price + customer-paid return shipping.
- Opened Box (Like-New): Restocking Fee: 25% of unit price + customer-paid return shipping.
- Installed/Missing Parts or Packaging: Not eligible for return.
All Other Parts & Accessories
- Condition: Must be in like-new, resalable condition.
- Restocking Fee: 10% of item price.
- Shipping: Customer-paid return shipping.
Defective Units (All Heater Types)
- Process: Defects are handled through warranty claims only.
- Replacement: We will initiate a warranty claim with the manufacturer to secure a replacement unit.
- No Returns: Defective items cannot be returned for refund.
Wrong or Damaged Shipments
If you receive the wrong item or it’s visibly damaged on delivery, please refuse delivery and contact us immediately at (248) 892-1000 or sales@wholesalewaterheater.com.How to Initiate a Return or Warranty Claim
- Contact Sales: sales@wholesalewaterheater.com or (248) 892-1000
- Provide:
- Order number
- Item model and serial number
- Photos (if defective or damaged)
- Receive Return Authorization and shipping instructions.