Product Return Policy

Which category does your product return fit under?

Return for Credit: 30 Day Returns: Warranty Repair: Non-Warranty Repair
Product Condition: New in box Defective, dead out of box Damaged, defective unit Demaged, defective unit
Return time: Less than 30 days since date of purchase: Less than 30 Days since date of purchase: After 30 days to end of manufacturer Warranty After expiry of manufacturer warranty
Next step: Return for credit to infraAIR’s Edmonton or Toronto warehouses with copy of PO and completed RMA form, 20% restocking fee* Return for Credit or replacement with completed RMA form Return for repair with completed RMA form Contact Manufacturer directly

Standard Return for Credit

Products Eligible for Return:

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Products must be new, unused, and purchased directly from infraAIR.

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Returns are accepted within 30 days from the purchase date.

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All items, including original packaging, manuals, cables, and other accessories, must be included in the return.

Non-Eligible Products for Return:

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Products not purchased from infraAIR.

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Products with missing, damaged, or unreadable serial numbers.

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Products lacking original packaging and accessories, including the box, manuals, cables, etc.

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Products with removed UPC codes.

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Used or discontinued products are not returnable.

Return Conditions:

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The customer is responsible for all return shipping costs.

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A 20% restocking fee applies to all returns.

Special Conditions for Non-Stock and Special Order Products:

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Returns are possible within 30 days if the manufacturer accepts them.

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Additional manufacturer restocking fees may apply.

Warranty within 30 days Defective/Damage Product Return Policy

infraAIR and our Manufacturers stand behind the products we represent. If a product defect is the result of a manufacturing production and packaging process, a full credit or replacement will be issued.

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Full credit or replacement for defects due to manufacturing or packaging.

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Defective product claims must be made within 30 days of invoice.

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Customer is responsible for defects due to improper use or application.

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Replacement products are invoiced and credited upon return of the defective item.

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Non-stock and special order product return conditions apply

Advance Replacements

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Replacement units shipped in advance require a new purchase order or cash payment.

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Full credit issued upon receipt of the defective product.

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No credit for products damaged due to customer misuse or improper installation.

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Opened and used advance replacement products cannot be returned.

Warranty Repairs Over 30 days

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Eligible products include those needing service or replacement past the 30-day policy.

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Warranty terms vary by product and manufacturer. Some manufacturers accept photos of the installed product.

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All repairs are handled case-by-case by infraAIR’s customer service orders@infraAIR.ca

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Complete a manufacturer claim form for repair requests.

Shipping Damages & Discrepancies

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Immediate resolution for wrong or short-shipped products.

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Replacement shipments within 24 hours, stock permitting.

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Account holder responsible for shipping damage claims with their carrier.

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Claims against infraAIR’s carrier accounts must be made within 30 days.

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Include photos and send to orders@infraAIR.ca

How To Return a Product to infraAIR

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Complete the Return Merchandise Authorization (RMA) Request form

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Email Excel RMA copy, and attach product photos. orders@infraAIR.ca

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Authorization: Request authorization prior to returning the product

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Print and include the approved form with your return.

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Follow infraAIR instructions for shipping location and attach printout of RMA

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Include: All items, including original packaging, manuals, cables, and other accessories, must be included in the return.

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A customer service agent will update you on your return status.