Return Policy

City Home Comfort sells professionally installed heating, cooling, and home comfort equipment for customers in Toronto and the Greater Toronto Area. Because our products are supplied, delivered, installed, commissioned, and registered as part of a professional installation service, our return policy is different from a standard retail product return policy.

This policy explains how returns, cancellations, exchanges, deposits, special orders, and warranty-related issues are handled for equipment purchased through the City Home Comfort online store.

Standard Equipment Returns Before Installation

Standard equipment orders may be cancelled or returned before installation, provided the equipment has not been installed, connected, modified, commissioned, or registered to the property.

If you place an order or pay a deposit for standard equipment and decide to cancel before installation, City Home Comfort will review the order and process the eligible refund back to the original payment method.

For standard equipment, deposits remain refundable before installation unless the order has been clearly identified as a special order before order processing.

Special-Order Equipment

Some equipment may be considered special order due to model availability, custom sizing, unique job requirements, manufacturer ordering requirements, or project-specific materials.

A product or order will only be treated as special order if City Home Comfort notifies the customer before the order is processed. If a special-order product has a non-refundable deposit, restocking fee, supplier cancellation charge, or final-sale condition, this will be specified before the order is processed.

Installed Equipment

Once equipment has been installed, connected, commissioned, or registered, it is no longer eligible for a standard product return. Installed HVAC equipment becomes part of the home’s mechanical system and cannot be returned like an unopened retail product.

After installation, any product issues, operational concerns, or manufacturer defects will be handled through the applicable manufacturer warranty, labour warranty, service process, or repair process.

Defective Products Before Installation

If equipment is found to be defective before installation, City Home Comfort will work with the supplier or manufacturer to replace the product, exchange the product, or provide another appropriate solution before the installation is completed.

Defective Products After Installation

If a product issue appears after installation, City Home Comfort will inspect the system and determine whether the issue relates to installation, setup, manufacturer defect, maintenance, site conditions, or another cause.

Manufacturer-approved defective parts may be repaired or replaced under the applicable warranty terms. Labour coverage depends on the warranty included with the specific product or installation package.

Exchanges Before Installation

City Home Comfort may allow equipment exchanges before installation if the replacement equipment is compatible with the home, available from the supplier, and suitable for the project scope.

Any price difference, supplier charge, special-order condition, or installation scope change will be reviewed with the customer before the exchange is processed.

Refund Processing Time

Approved refunds for eligible cancellations or returns are normally processed within 7 business days after written confirmation. The customer’s bank, credit card provider, or payment processor may require additional time to post the refund.

How to Request a Return, Cancellation, or Exchange

To request a return, cancellation, or exchange before installation, please contact City Home Comfort as soon as possible.

City Home Comfort
Toronto, Ontario
Phone: 416-556-8368
Email: info@cityhomecomfort.ca
Website: https://cityhomecomfort.ca

Please include your name, service address, order details, and the reason for the return, cancellation, or exchange request.

Local Delivery and Installation

City Home Comfort does not operate as a standard shipping retailer. Equipment purchased through our online store is intended for local professional installation by City Home Comfort. Delivery, installation, setup, and commissioning are included with eligible installed equipment packages unless otherwise stated on the product page or quote.

Consumer Rights

This return policy does not limit any rights a customer may have under applicable consumer protection laws in Ontario or Canada.

Policy Updates

City Home Comfort may update this return policy from time to time. The version posted on this page applies to orders placed after the effective date shown below.

Effective Date: May 15, 2026