Return Policy

1. Return window

All return requests must be submitted within 30 calendar days of the delivery date. Requests received after this period will not be accepted.

2. Condition requirements

To qualify for a return, the product must meet all of the following conditions:

• Unused, with no signs of installation or attempted installation.
• Returned in its original packaging, with all components, accessories, and documentation included.
• Free of damage, scratches, or signs of handling beyond initial inspection.
• Accompanied by the original proof of purchase.

Units that show signs of installation, modification, or use will not be accepted for return.

3. Restocking fee

Approved returns are subject to a restocking fee of 25% of the product purchase price. This fee covers inspection, repackaging, and inventory handling.

4. Shipping costs

Original shipping charges are non-refundable. The customer is responsible for all return shipping costs, including any applicable customs fees or duties.

We strongly recommend insuring the return shipment. Panthaire is not responsible for items lost, stolen, or damaged in transit during the return process.

5. Return authorization (RMA)

All returns require a Return Merchandise Authorization (RMA) number issued by Panthaire prior to shipment. Returns received without an RMA number will be refused.

To request an RMA, contact our support team at support@panthaire.com with your order number and the reason for the return.

6. Refund processing

Once your return is received and inspected, refunds will be processed within 14 business days to the original method of payment. Refund amounts reflect the product purchase price minus the applicable restocking fee. Original shipping charges are not refunded.

7. Non-returnable items

The following items are not eligible for return under any circumstances:

• Products that have been installed or partially installed.
• Custom orders, modified units, or special configurations.
• Products with damaged or missing original packaging.
• Products purchased through unauthorized resellers.
• Replacement parts and accessories that have been opened or used.

8. Warranty coverage

All Panthaire APEX units carry a 2 year limited warranty covering defects in materials and workmanship under normal use, when installed by a licensed HVAC professional. The warranty is independent of this return policy. If you are experiencing a technical issue with your unit, warranty service is often the appropriate path, and we encourage you to contact our support team before initiating a return.

9. Freight damage

Freight damage is handled separately from this return policy. Any visible damage to the packaging or product must be reported within 48 hours of delivery, accompanied by photographs, to support@panthaire.com. Claims submitted after this window may be denied by the carrier.

10. Authorized dealers and commercial accounts

Authorized Panthaire dealers, distributors, and commercial accounts operate under a separate return program with terms specific to their dealer agreement. The terms above apply to direct purchases from panthaire.com only. Dealers and commercial accounts should refer to their dealer agreement or contact their Panthaire account representative directly for applicable terms.

11. Fraudulent claims and chargebacks

Panthaire reserves the right to investigate any claim that appears fraudulent, including but not limited to claims of non-delivery for shipments with confirmed proof of delivery, claims of damage submitted outside the freight damage window, or duplicate refund attempts. Panthaire reserves the right to dispute any chargeback initiated in contravention of this policy and to provide all relevant documentation to the issuing card network. Confirmed fraudulent activity may result in account suspension and referral to applicable authorities.

12. Force majeure

Panthaire shall not be held liable for delays or failures in the return process caused by events beyond its reasonable control, including but not limited to natural disasters, carrier disruptions, customs delays, labor actions, governmental restrictions, or supply chain interruptions. In such cases, processing timelines stated in this policy will resume once normal operations are restored.

13. Policy changes

Panthaire reserves the right to modify this return policy at any time. The version of the policy in effect at the time of the original purchase applies to that order. The most current version is published at panthaire.com.

14. Contact

For all return inquiries, RMA requests, freight damage claims, or questions about this policy, please contact: