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Cancellations & Returns


General Terms

UsaTankless offers a 30 day return policy if for any reason you are not happy with your product. If your product is new and still in its box with all documents and hardware a deduction of our original shipping costs will be subtracted from the total amount you paid.

All product returns require a Return Merchandise Authorization (RMA) number. You may obtain an RMA number by filling out our RMA form. Please, note that UsaTankless will impose a 25% restocking fee on any product that has been installed plus a deduction of our original shipping costs.

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Unauthorized or Refused Returns
The following products are not eligible for return and will be sent back to you at your cost and expense if received by us:
  • Any product not purchased from www.usatankless.com.
  • Any product without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number.
  • Any product that is returned without all original packaging and accessories, including the retail box, manuals, hardware, and all other items originally included with the product.
  • Any product that exhibits physical damage.
  • Any product that have been opened or improperly installed.

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Defective Returns

Defective returns will be accepted for exchange or repair, at our discretion, within 30 days from the shipment date. No refunds or credit will be granted after 30 days, the terms of the manufacturer’s warranty apply. Please contact the manufacturer directly. (Please see important exceptions listed below). A product must be diagnosed "defective" by a member of the Technical Support Staff. Once it has been diagnosed, please ask for a case number and contact our customer service department for a return authorization number (RMA). Any return found to be non-defective, once our tech. department has inspected it, is subject to a restocking fee of 25% and all non-product-related fees (shipping) are not refundable.

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Money-back Guarantees

UsaTankless does not offer a money-back guarantee on any product.

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RETURN PROCESS
We want you to be completely satisfied with your shopping experience at UsaTankless. When you need to return a product to us, please follow the easy steps listed below to make sure your return is handled promptly and efficiently. Most products can be returned for either a Refund or for a Replacement of the same item. Refunds are subject to a 25% restocking fee, which is deducted from the refund amount. The UsaTankless return process has 4 easy steps:
  1. 1. Create an RMA for your item.
    • Customer Name.
    • Customer’s email address.
    • Sales Order Number.
    • SKU(s).
    • Reason for return.
  2. Your product needs to be returned with an RMA (Return Merchandise Authorization) number so we can identify it. You can request an RMA number from Customer Service via email specifying the above information or by filling out our RMA form.
  3. 2. Send the product to UsaTankless.
  4. Once your RMA is issued, you must print this number and send it inside the box of the item you want to return and send it to
    UsaTankless RMA Department
    ATTN: [Your RMA Number]
    7142 W 29th Way
    HIALEAH, FL 33018

  5. 3. Your RMA is Received and Approved.
    • You’ll receive an email once your shipment is received at our RMA facility.
    • You’ll receive another email once your package has been opened and your RMA has been reviewed & approved. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.
  6. 4. RMA Resolution.
    • If you requested a Replacement, a new order will be generated once your RMA is approved. You’ll receive standard email updates for the replacement order, just as you would for a newly placed UsaTankless order.
    • If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 Business days later. The turnaround time for Refunds often depends on your bank’s policies for making the funds available to you.
    • The overall turnaround time for a return is about 5-8 business days from the time we receive the shipment; (that is, 2-5 business days for RMA processing and 2-3 business days to expedite your refund or replacement).

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Additional Return Info
Particular Return Policies
Every product that you purchase from UsaTankless has a Return Policy that defines the time period and limitations for returning the product. Besides the return policy stated on this page you should also check the policy that applies to your purchased products on the item’s product detail page. Our Return Policies are updated occasionally, but rest assured that the listed policy at the time you purchase your product will apply even if that product’s policy is changed after you buy it.
Inspections
Most RMAs are processed within 24-48 hours, but a small percentage cannot be resolved without contacting you for further information. If you receive an email from our RMA Inspections staff, it usually means your return was missing part of the product (such as accessories, the retail box, manuals, etc.) that we need in order to accept the RMA. The email will describe the issue and let you know what action you should take, if necessary.
Special RMA Terms
Some items UsaTankless sells have special conditions that are described in the applicable Return Policy. In particular, some items may only be returned for a replacement rather than a refund. It’s always best to review your product’s Return Policy before checkout, which is viewable on the item’s product detail page or your UsaTankless invoice.
RMA Item not available or backordered
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.

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