This policy applies exclusively to licensed HVAC contractors. Novair does not sell directly to homeowners. Homeowners must contact their installing contractor for all product-related matters.

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Effective Date: 02/26/2026
Company: Novair Heat Pumps Inc.
Website: https://novairplus.com
Email: info@novairplus.com
Phone: 1-888-668-2470
Return Address (RMA Required):
300 Baig Blvd Suite C1
Moncton, NB E1E 1C8
Canada

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1. Order Cancellation

1.1 Cancellation Before Shipment

Orders may be canceled before shipment by contacting:

info@novairplus.com
1-888-668-2470

Include:

• Order number

• Purchaser name

• Items to cancel

If the order has not been released to the carrier, a full refund will be issued to the original payment method.

1.2 After Shipment

Once an order has shipped, it cannot be canceled. It will be treated as a return request and must meet the conditions outlined below.

2. Return Policy — Defective Products Only

Novair Heat Pumps accepts returns for defective products only.

We do not accept returns for:

• Buyer’s remorse

• Incorrect product selection

• Change of mind

• Installed equipment

• Opened electrical or refrigeration components

• Special-order or custom items

3. Reporting a Defective Product

Products must be inspected immediately upon delivery.

If an item is:

• Damaged in transit

• Missing components

• Defective out of the box

• Not functioning according to manufacturer specifications

You must notify us within 7 days of delivery.

Email: info@novairplus.com
Phone: 1-888-668-2470

Include:

• Order number

• SKU

• Description of issue

• Clear photos of product

• Photos of packaging and shipping label

• Video (if applicable)

Failure to report within 7 days may void return eligibility.

4. Return Authorization (RMA Required)

All returns require prior written authorization.

If approved, you will receive:

• RMA number

• Return instructions

Returns sent without an RMA will be refused.

5. Shipping Responsibility

If a product is confirmed defective:

• Novair will cover reasonable return shipping costs.

If inspection determines the product is not defective:

• A 25% restocking fee will apply.

• Customer is responsible for all shipping costs.

• Original shipping charges are non-refundable.

6. Inspection and Approval

All returned products are inspected upon arrival.

Return will be denied if:

• Product shows signs of installation

• Product has been modified

• Product has missing parts

• Damage was caused by improper handling or installation

If denied, the item will be returned to the customer at their expense.

Refund processing time: 5–10 business days after inspection approval.

7. Unauthorized Repairs

Novair is not responsible for repair costs incurred without prior written authorization.

8. Warranty

Manufacturer warranty claims are separate from returns.

For warranty information, see:
https://novairplus.com/warranty

9. Chargebacks

Initiating a chargeback without first contacting Novair support may void warranty eligibility and future purchasing privileges.

Implementation Checklist