Refund policy

General Return Policy Statement:

Buying a new furnace or water heater is a large and potentially expensive purchase. We know that, and we want to support you where we can. As such, BPH Sales has adopted an accommodating return policy, detailed below. If you are not sure what product best suits your need, please do not hesitate to contact us. We hope that you take advantage of our pre-sales professional support to help make sure you are selecting the right product – if you have questions or concerns you are selecting the correct product, please reach out to get in touch with our professional advisors.

Due to the nature of the products we provide, we do have stringent return eligibility criteria, detailed below. As a result, we recommend that you take into careful consideration how & where you store your product post-delivery & pre-installation to ensure no damage comes to it.

If you have made a purchase, or have any questions regarding the following product return policy, don’t hesitate to contact us at returns@bphsales.ca.

Return Policy:

We have a 7-day hassle free return policy. This means that, within the first 7 days from the purchase date, if you have second thoughts or found something else, we will accept the returned products with a full refund, pending the below Return Product Eligibility criteria are fulfilled.

After the initial 7-day period has lapsed, we have an additional 83 day return policy on all products with a mandatory 25% restocking fee, pending the Return Product Eligibility criteria are fulfilled.

Please note that Custom Solutions and Custom System Packages offered by BPH Sales are not eligible for cancellations or refunds. Please see below "Returns and Cancellations Exclusion for Custom Solutions or Custom System Packages" section for further details.

Return shipment costs will be arranged on a case-by-case basis. Contact us directly at returns@bphsales.ca for more information and to check your eligibility.

Return Product Eligibility:

Due to the nature of the products sold by BPH Mechanical Sales Ltd., we are unable to accept returns for any products that do not meet the below criterion:

  • The product is not a BPH Sales Custom Solutions or Custom System Package
    • This includes custom ordered items that are not listed on our website but you have ordered directly through contact with one of the BPH Sales agents (either via e-mail, phone, text messaging, or other means)
  • Product must be unopened & in its as-delivered, original packaging
  • The packaged product must show no signs of damage or (attempted) usage
    • Signs of damage could include (but are not limited too)
      • holes or dents in the packaging
      • wet or soft spots on cardboard or other packaging
      • tears or rips on the product or packaging, including tape
    • The packaged product must show no other signs that it was opened or potentially tampered with in any manner or fashion

All packages and items returned to BPH Mechanical Sales Ltd. will undergo comprehensive testing by either ourselves, a qualified 3rd party, or the manufacturer of the product to verify if the product is in working condition.

After inspection of the returned product, a refund pursuant to the above conditions and amounts will be applied.

If you are unsure whether your purchase qualifies for a return, please contact us to discuss further.

Returns and Cancellations Exclusion for Custom Solutions or Custom System Packages

Due to the highly customized nature of these products and solutions, specific and more limiting conditions apply to all products found under our Custom Solutions and packages than for regularly listed online products.

Cancellations and refunds are not not possible for custom ordered solutions, systems, or individual custom items.

Custom ordered solutions include, but may not be limited to, boiler systems, boiler boards, duct packages or components, ventilation and exhaust systems or components. Please note this does not include the purchase of individual boiler or combi-boiler.

Custom ordered systems include, but may not be limited to, heat pump packages, air conditioner packages, or other system packages provided based on specific home requirements. Please note this does not include the purchase of individual heat pumps, air conditioners, air handlers, or other individual HVAC products.

Individual custom items are items not found listed directly on our website, but are requested directly through a BPH Sales agent. If you are unsure if your product(s) is/are custom items, please consult your BPH Sales agent for further support.

If you are unsure whether your products or solutions fall under these specific criteria for Custom Solutions, Custom Systems, or Custom Items, please contact your sales agent directly for further clarification.

Manufacturer Defect Claims

For any items being returned due to claimed manufacturer defects, the returned items will be sent to the manufacturer for verification of manufacturing defects before any replacement product can be sent or any refund (partial or complete) can be issued to a customer. Please contact our team directly to for further information and to coordinate the return/shipment of any defective products.

Please note this process can take up to 90 days total, from the initiation date to a conclusive response from the manufacturers team.

Order error on behalf of BPH Sales

If a item is to be returned due to an order fulfillment mistake on behalf of BPH Mechanical Sales Ltd., return shipping costs will be covered by BPH Mechanical Sales Ltd. and a full refund issued, as long as the returned product fulfills the Return Product Eligibility criterion.

How to start a Return Request

Please note that, due to the nature of the products provided by BPH Sales, we have stringent eligibility criteria that applies to all our products purchased online. Please consult the Return Product Eligibility section in this document for further details.

If, based on the above eligibility criteria, you think you qualify for a return, please contact us at returns@bphsales.ca with your invoice number, contact information, & reason for requesting the item to be returned. We will then follow-up with you to discuss the next steps forward.

Product Exchange

Due to the nature of the products we provide, we do not have a set exchange policy. However, should you feel you have purchased the wrong product, you meet the Return Product Eligibility criteria, and you wish to switch for another product, please contact us directly for more information. We will work with you to remedy the situation as fast as we can on a case-by-case.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the returned product meets our Return Product Eligibility or not. If approved, you’ll be automatically refunded on your original payment method within 15 working days from the return date. If you no longer have access to that payment method, you will need to contact the payment provider to support you.

Please note that for any orders that have been shipped and are cancelled or returned for any reason other than an error on behalf of BPH Mechanical Sales Ltd., no refunds will be given for the original shipping costs.

Please remember it can take some time (5-10 working days) for your bank or credit card company to process and post the refund to your account.

Damages and Issues

Please inspect your order at the time of delivery and contact us immediately if the item appears defective, damaged or if you received the wrong item. We will immediately evaluate & make it right.

Last updated: 27-10-2023