Return, Freight Damage & Warranty Return Policy — applicable to the United States and Canada
This policy applies to equipment and products sold by Rex Nordic, including heaters, coolers, air conditioners, accessories, parts, and other equipment, unless otherwise agreed to in writing.
1. Inspection at Time of Delivery
All shipments must be thoroughly inspected before the delivery is accepted, including checking the packaging, pallet, cartons, and equipment for visible signs of damage.
If any damage, shortage, dent, puncture, crushed packaging, broken pallet, or other irregularity is visible:
- The customer must notify the delivery driver immediately.
- A detailed description of the damage must be written on the Bill of Lading (BOL), Proof of Delivery (POD), or delivery receipt before the driver leaves.
- Photographs of the damaged packaging, pallet, equipment, shipping labels, and overall shipment should be taken before the shipment is moved or unpacked.
- The customer should retain a copy of the signed delivery document showing the damage notation.
Signing a delivery receipt without noting visible damage may significantly limit or prevent the ability to make a freight claim against the carrier.
Do not sign a delivery receipt stating that the shipment was received in good condition if visible damage exists.
2. Severely Damaged Shipments
If equipment arrives with severe visible damage that appears to make the product unusable or beyond reasonable repair, the customer should refuse delivery.
The customer must immediately contact Rex Nordic Customer Service and provide photographs and shipment information.
3. Concealed / Hidden Freight Damage
Damage may occasionally be discovered only after the packaging has been removed.
Any concealed or hidden freight damage must be reported to Rex Nordic within three (3) calendar days of delivery.
The customer must:
- Keep all original packaging and pallet materials.
- Take photographs of the equipment, damage, packaging, pallet, and shipping labels.
- Provide the invoice/order number and delivery information.
- Complete the applicable Rex Nordic freight claim form.
- Make the equipment and packaging available for inspection if requested.
Rex Nordic Customer Service will assist with the freight claim process. Acceptance of a freight claim is subject to the applicable carrier's claim requirements and investigation.
4. Standard Product Returns – 15 Days
Products may be eligible for return within fifteen (15) calendar days from the date of delivery, subject to all of the following conditions:
- Product is unopened.
- Product has never been used, installed, fueled, operated, or placed into service.
- Product remains in its original factory-sealed packaging.
- Packaging and product are in clean, undamaged, and resalable condition.
- All components, manuals, accessories, parts, labels, and packaging are included.
- Customer has valid proof of purchase from Rex Nordic or an authorized Rex Nordic dealer, as applicable.
- Rex Nordic has issued a valid Return Goods Authorization (RGA) before the product is shipped.
No return will be accepted without prior authorization from Rex Nordic.
Issuance of an RGA does not constitute final approval of a refund or credit. All returned products are subject to inspection upon arrival.
5. Return Goods Authorization (RGA)
Before returning any product, the customer must contact Rex Nordic Customer Service and obtain an RGA number.
The RGA number must be clearly referenced on the return shipment and shipping documentation.
Products returned without authorization may be refused and returned to the sender at the sender's expense.
An RGA is valid only for the products and quantities specifically authorized by Rex Nordic.
6. Return Shipping Requirements
Approved equipment returns must be:
- Properly packaged to prevent damage during transportation.
- Placed on a suitable and approved shipping pallet when required.
- Properly secured and strapped to the pallet.
- Protected against movement, impact, moisture, and other transportation damage.
- Shipped to the warehouse/location specified on the RGA.
Unless Rex Nordic agrees otherwise in writing, the customer is responsible for all return freight, insurance, handling, brokerage, customs, duties, and other transportation-related costs associated with a standard return.
Rex Nordic is not responsible for loss or damage occurring while a customer-authorized return is in transit to Rex Nordic.
7. Restocking Fee
Approved standard returns are subject to a 25% restocking fee.
The restocking fee is calculated against the invoiced product price before taxes and freight unless otherwise agreed in writing.
Original shipping, delivery, handling, brokerage, customs, expedited freight, or similar charges are non-refundable, except where required by applicable law or where Rex Nordic determines that the return resulted directly from an error by Rex Nordic.
8. Inspection and Credit
All returned products are subject to inspection by Rex Nordic after arrival.
A product will not be considered successfully returned merely because it has been delivered to a Rex Nordic warehouse.
If the returned product:
- has been opened;
- has been used or operated;
- has been fueled;
- has been installed;
- is missing components or accessories;
- has damaged packaging;
- has been damaged during return transportation; or
- is otherwise not in resalable condition,
Rex Nordic may reject the return or adjust the amount of credit to account for missing items, damage, repair, repackaging, or other reasonable costs, subject to applicable law.
Any approved refund or account credit will be processed after inspection and approval by Rex Nordic.
9. Defective Products and Warranty Claims
A defective product is not considered a standard return.
Products that have been opened, installed, fueled, or operated and are believed to have a manufacturing defect will be handled under the applicable Rex Nordic product warranty, not under the 15-day standard return policy.
Customers must contact Rex Nordic Customer Service or Technical Support before returning a product believed to be defective. Warranty requests can be submitted through our Service & Warranty Form.
Rex Nordic may require troubleshooting, photographs, videos, serial numbers, error codes, service records, or other information before authorizing warranty service.
Depending on the applicable warranty and the nature of the defect, Rex Nordic may provide troubleshooting, parts, repair, or replacement.
Warranty products are not automatically eligible for a refund.
No warranty product should be shipped to Rex Nordic without prior authorization.
10. Items Not Eligible for Standard Return
Unless Rex Nordic specifically authorizes the return in writing, the following are not eligible for standard return:
- Opened or used equipment.
- Equipment that has been fueled or operated.
- Installed products.
- Products returned after the 15-day return period.
- Products without original packaging.
- Products damaged after delivery.
- Products damaged due to improper installation, handling, storage, or transportation.
- Missing or incomplete products.
- Special-order or custom-configured products.
- Clearance, liquidation, or products specifically identified as Final Sale.
- Consumable or service parts that have been opened or used.
- Products purchased from unauthorized sellers.
11. Incorrect Product or Rex Nordic Shipping Error
If Rex Nordic ships an incorrect product or quantity, the customer must notify Rex Nordic Customer Service promptly after delivery.
Once the error is verified, Rex Nordic will provide instructions for correction or return. Rex Nordic will determine the appropriate return transportation arrangement for verified shipping errors attributable to Rex Nordic.
Customers should not independently arrange return freight and expect reimbursement without prior written authorization.
12. Dealer Inventory and Buybacks
This 15-day return policy does not constitute an inventory buyback, stock-rotation, guaranteed-sale, or unsold-inventory return program for Rex Nordic dealers or distributors.
Unless specifically agreed to in a separate written agreement signed by Rex Nordic, dealers and distributors may not return unsold, slow-moving, seasonal, discontinued, or excess inventory outside the standard return conditions stated in this policy.
13. Refunds and Credits
Approved refunds will generally be issued to the original payment method or, for approved commercial/dealer accounts, may be issued as an account credit at Rex Nordic's discretion and subject to applicable law.
Applicable restocking fees, freight charges, damage deductions, missing-product charges, or other authorized deductions will be applied before the final credit is issued.
14. Unauthorized Returns
Rex Nordic reserves the right to refuse any shipment returned without an RGA or otherwise not complying with this policy.
Any costs associated with an unauthorized return, including storage or return transportation, may be charged to the sender where permitted by law.
15. United States and Canada – Applicable Law
This policy is intended to apply to Rex Nordic sales in both the United States and Canada.
Nothing in this policy is intended to exclude, restrict, or waive any right, remedy, warranty, or protection that cannot legally be excluded or restricted under applicable federal, state, provincial, territorial, or local law.
Where applicable law provides a customer with mandatory rights that conflict with this policy, those mandatory legal rights will apply.
For transactions governed by a separately executed dealer, distributor, commercial, or other written agreement with Rex Nordic, the terms of that agreement will govern in the event of a conflict with this standard policy.
Rex Nordic Customer Service
For freight claims, return authorization, warranty assistance, or questions regarding this policy, please contact Rex Nordic Customer Service before shipping any equipment back to Rex Nordic.
USA: usa@rexnordic.com · +1 (855) 578-9090
Canada: ca@rexnordic.com · +1 (855) 508-9090
Freight damage: report it here · Warranty: submit a warranty request · Contact our team