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Return policy

Refund policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. There are several reasons for this, one is the state and federal tax, and secondly warranties on the products.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. No refunds will be given if a shipping label is on the product box. You must ship back a product in a shipping box with the product box packaged securely inside so we can re-sell the product as new.


Non-Returnable items

Items Broken or damaged during installation

Parts that have been installed or used

Underground Insulated PEX

Custom-designed parts kits

Outdoor boilers

Water treatment chemicals & Test Kits

To complete your return, we require a receipt or proof of purchase. 

For all returns/replacements you must call (203) 881-1602. You must call within 30 days of purchase. The original invoice number must be provided. This return policy applies to parts only, and only those purchased from


Market Place Purchases

Products Purchased Thru eBay, Amazon, and /or Walmart need to be submitted thru those marketplaces. No exceptions are made. When customers buy thru these kinds of marketplaces we are not able to see the customer or product information and we must follow marketplaces rules. Most of these marketplaces only offer a 30-day return or Warranty replacement. No matter what the manufacturer's warranty is.


Merchandise Return

Returns must be received by Alternative Heating & supplies within 60 days of the original ship date. Returns after 60 days may not be accepted. Special orders, sale items, non-stock items, and discontinued items may not be returned. Shipping costs will be the responsibility of the customer. Parts must be returned in new condition, and in original packaging. Credit will be issued to a customer account or the payment method. The Return address is Warranty and Returns, 160 Christian Street Oxford CT 06478, Please ensure a copy of proof of purchase is enclosed and the reason why you are returning the item.


Damaged Package

Damaged packages must be reported immediately to the shipping company (UPS, parcel carrier, etc) by Rep/customer. Then rep/customer must notify within 24 hours of delivery. Reimbursement for replacement parts and shipping costs for the return of damaged parts to be covered by the shipper.


Warranty Return

or any part returned under warranty, If the customer requires immediate replacement of a part, a credit card charge must be processed before a shipping warranty replacement – then a refund will be processed for the defective product once returned within 30 days. If the defective part is not returned within 30 days, no refund can be given. If a defective part is covered under warranty and it is returned within 30 days, standard shipping rates will be covered for replacement parts and return of defective parts.


Sale items:

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.



We only replace items if they are defective or damaged. We will replace with re-built or repaired part if we don’t have we will replace with a new part only if a re-built or repaired part isn’t available. Parts that are discontinued are not replaced or exchanged for products.


Return Shipping: *Important*

To return your product please package very well and pack in a shipping box only. Do Not at shipping label to the product box. If the product box has shipping labels or shipping damage we can not sell for new so we can’t refund you.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you will vary. 

Please ensure you get a tracking number to track return packages, we are not responsible for packages we don’t receive.

You might want to consider buying insurance on returning products, packages that are damaged we can not refund or warranty products and you will need to file a claim with the shipping company.