Returns and Refunds

NEW: Request a return using the Returns app

 

RETURNING AN ITEM

Please follow the process described below to return your item to our Customer Care department. Once our Customer Care department has received your request and approved your return, we will contact you via email with instructions and necessary documents for your return shipment.

The process below explains how to return your item:

 

STARTING YOUR RETURN

To start your return, contact our Customer Care Department directly at 800-919-0150 to speak with a Customer Care representative. You may also contact us using the information in our About us page.

WHAT TO EXPECT

After our Customer Care has processed your Return Merchandise Authorization (RMA), you will receive an email from our Customer Care Department containing your RMA number within 3-5 business days. We will specify the address to ship your product(s) back to and with instructions on how to properly package your return and send you the paperwork to use with the return.

When the return is received at our warehouse, it is opened and inspected to make sure the proper products have been received and that everything is in perfect resalable condition with no marks on the box. Due to the inspection process and shipping times, please allow 10 business days for your credit to be applied after your return is received.

RETURN FEES

We do not charge restocking fees, ONLY if the returned products arrive in 100% perfect resalable condition. Any deviations from this requirement causes re-stocking fees to be applied to the refund amount, based on the condition of the return, and can vary anywhere between 20% to 50% of the original value of the product.

Purchaser is responsible for the cost of return shipping. All returns associated with any "Free Shipping" offer will have, the original shipping fees that we incurred in the process of shipping your order to you, deducted from the refund. For all other orders not associated with our "Free Shipping" offer (free shipping for all orders over $49), original shipping charges are non-refundable.

RETURN POLICY

We will process returns for unused products and refunds only for items purchased from PioneerMiniSplit.com. Returns for unused products purchased online must be submitted within 45 days from the date that your order has delivered.

UNDELIVERABLE OR REFUSED SHIPMENTS

Any shipment that cannot be delivered for any reason beyond our control or any shipment that is refused upon delivery by the buyer for any reason other than having apparent significant cargo damages, will be returned to us and will be handled according to the same exact return conditions and fees outlined herein. Please remember, the freight carrier must have a valid phone number to setup delivery appointment before attempting delivery. We receive your phone number through your order records. If your customer record is not updated and the phone number we receive with your order is not valid for any reason, the shipment cannot be delivered. If you cannot be reached to obtain a correct phone number within 1 or 2 days of the arrival of the cargo at destination terminal, it will be returned after a short period to avoid storage charges by the freight carrier.

REFUND ELIGIBILITY

To receive a refund, please make sure of the following:

  • All returned merchandise must be in perfect resalable condition
  • The product must be free from damages, scratches and/or defects
  • All merchandise cannot have been installed or used in any way
  • You must have the original manufacturer packaging for the item (manuals, accessories, packaging materials) 
  • There cannot be any writing or labels on the original manufacturer packaging for the item
  • Packages MUST be sent back by the same delivery method they were originally delivered to you (UPS, FedEx or Freight).
  • All items must be returned with an assigned Return Merchandise Authorization (RMA) number 
  • All items must be packed EXACTLY THE SAME WAY as we have shipped it to you originally
  • If a wooden palette was originally used, return must be loaded on same or similar wooden palette
  • Cartons must be loaded RIGHT SIDE UP as indicated by the printed arrows. Otherwise they will get damaged and not be refunded
  • Cartons must be secured and strapped down to the palette (if palette was used) so they will not move from their loaded positions during transportation
  • Cargo must be wrapped in stretch film to bond it all together and avoid some pieces to go missing during transport
  • Return address labels must be attached to the return outside of the stretch film.
  • We usually send you prepaid bills of lading for return (at our deeply negotiated freight rates), so you can save money on return shipping costs. You may also use your own carrier
  • Print shipping company’s bills of lading in 2 copies. Call for pickup, personally sign and have the driver sign both copies of the BOL’s and issue the PRO number. Keep one and give other to the driver
  • Contact us again to provide the shipping details for the return, so we can be on the lookout for it

Non-Returnable Parts & Consumables Policy

To maintain the integrity, safety, and performance of all Pioneer-branded equipment, and in alignment with industry standards, the following policy applies to all parts and consumables sold through our authorized channels:

Non-Returnable Items – Final Sale

The following categories of items are strictly non-returnable and non-refundable, regardless of whether they are purchased as replacement parts under warranty or as standalone purchases outside of warranty:

  1. Internal System Components
    These include, but are not limited to:

    • Compressors (all types)

    • Fan motors (indoor and outdoor)

    • Blower wheels and fan blades

    • Control boards and circuit boards

    • Sensors, valves, capacitors, and relays

    • Electrical harnesses and terminal blocks
      These components are highly specific to the model, capacity, and production version of the system. Once shipped, they cannot be returned for credit, refund, or exchange, under any circumstance.

  2. Consumables and Single-Use Products
    These include, but are not limited to:

    • Refrigerant bottles or cylinders (R410A, R32, R454B, or others)

    • Leak stop additives or sealants

    • System flushing kits and chemicals

    • Cleaning sprays, descalers, and oils
      Due to safety, contamination, and shelf-life concerns, consumables are considered final sale and cannot be returned.

Compatibility and Correct Part Selection

All internal components and consumables are final sale, whether used or unused, opened or unopened. We strongly advise all customers to exercise absolute certainty when ordering—including:

  • Confirming the exact model number and serial number of the unit

  • Verifying compatibility using official Pioneer technical documentation

  • Consulting with a licensed HVAC professional when in doubt

If there is any uncertainty regarding part fitment or necessity, customers must contact our technical support team at support@pdhvac.com prior to purchase. We are happy to assist in verifying part compatibility before an order is placed.

Once an order for a non-returnable item has been processed and shipped, it is considered final. No exceptions will be made.

Warranty Parts Are Also Non-Returnable

If a replacement part is issued under warranty:

  • The original part must be returned to us only if explicitly requested by our support team, and only for diagnostic purposes.

  • The replacement part itself, once shipped, is also non-returnable and non-refundable.

  • Warranty coverage does not imply a trial or evaluation period. The replacement part is provided as a one-time courtesy for verified issues only.

Why This Policy Exists

This policy is in place to:

  • Protect customers from potential safety issues due to reused or tampered internal parts

  • Ensure returned items are not inadvertently installed into other systems or re-entered into the supply chain

  • Maintain strict quality control over critical components

  • Align with standard practices across the HVAC and appliance industry

We appreciate your understanding and cooperation in adhering to this policy. It allows us to continue offering reliable, well-supported products and ensures your Pioneer system operates safely and efficiently.