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Refund Policy

At City Home Comfort, we aim to provide a seamless experience for our customers in Toronto and the Greater Toronto Area. This refund and returns policy applies to purchases made in Canada through our website and by phone.

Our services are primarily local delivery and professional installation of HVAC and related equipment. We do not ship products outside our service area. The terms below explain how cancellations, returns, exchanges, and refunds are handled.

1. Order Cancellation and Refunds (Before Installation)

  • All deposits and payments are fully refundable if any order is cancelled before installation is scheduled and started.

  • If the order includes special-order equipment, cancellations may be subject to equipment supplier and/or return freight charges. Special-order equipment will be clearly indicated on your invoice or order confirmation.

Once installation has begun (equipment delivered to site and work started), the order is no longer treated as a standard product return. At that point, the equipment and installation are covered under warranty and the post-installation terms in Sections 4 and 5 apply.

2. Returns & Exchanges – Non-Installed Products (Canada)

We follow the requirements for returns and exchanges for purchases made in Canada.

We accept:

  • Returns for both defective and non-defective products; and

  • Exchanges for eligible products, subject to stock availability.

These return and exchange terms apply only to physical products that can be reasonably returned in new condition and have not been installed (for example, thermostats, accessories, or other items not permanently connected to your system). Installed equipment and labour services are covered under the post-installation terms and warranties, not standard returns.

3. Product Condition, Return Window & Method

3.1 Product Condition – New Only

To be eligible for a return or exchange:

  • The product must be in new, unused, and uninstalled condition.

  • The product must include all original packaging, manuals, parts, and accessories.

  • A valid proof of purchase from City Home Comfort (receipt or invoice) is required.

Products that show signs of installation, use, modification, or damage not caused by City Home Comfort are not eligible for return or exchange as “new” products.

3.2 Return Window – 10 Days

  • Return or exchange requests must be made within 10 calendar days from the date of delivery or pick-up (for non-installed items).

  • After 10 days, we may still assist with warranty support in accordance with the manufacturer’s warranty, but returns and exchanges will no longer be accepted.

3.3 Return Method – Drop-Off Location

All approved returns and exchanges for non-installed products are handled at a drop-off location:

City Home Comfort
710 Kingston Rd
Toronto, Ontario M4E 1R7

Please contact us before bringing an item back so we can confirm eligibility and prepare the return or exchange.

4. Installed Equipment – Warranty, Repairs, Replacement & Removal

Once equipment has been installed, it is no longer eligible to be returned as a “new” product. Instead, the following applies:

4.1 Warranty Coverage After Installation

After installation is completed, the equipment is covered by:

  • The manufacturer’s warranty (for parts and heat exchangers/compressors, as applicable); and

  • Any labour warranty included with your specific installation package.

Under normal use and required maintenance, installed equipment will be repaired or replaced in accordance with the applicable warranty terms. This means that if there is a defect within the warranty period and the system has been maintained as recommended, we will work with you to repair or, where appropriate, replace the equipment rather than treat it as a return.

4.2 Required Maintenance

To keep warranty coverage in good standing, equipment must be used as intended and maintained in line with manufacturer recommendations. This typically includes:

  • Regular filter changes; and

  • Periodic professional maintenance/inspection at intervals recommended by the manufacturer or as specified in your installation documentation.

Failure to perform reasonable maintenance may limit or void certain warranty protections.

4.3 Removal of Installed Equipment – 20% Fee

If, after installation, you decide you no longer wish to keep the installed equipment for reasons other than a warranty-covered defect, you may request that we remove it.

In such cases:

  • We will schedule removal of the installed equipment.

  • A removal and restocking fee equal to 20% of the original contract price (equipment and installation before tax) will be retained by City Home Comfort.

  • Any remaining balance that you have already paid, after deducting the 20% fee and any non-refundable third-party costs (such as permits or special-order supplier fees that cannot be recovered), will be refunded.

This removal option is intended as an exceptional remedy for customers who wish to undo the installation, not as a standard return pathway for used equipment.

5. Restocking Fees & Costs for Non-Installed Products

For non-installed products returned in new condition within the 10-day window:

  • A 3% restocking fee (based on the product price before tax) will be deducted from your refund for non-defective products.

  • For defective products confirmed after inspection, the 3% restocking fee may be waived at our discretion.

Any original installation labour, site visit fees, or additional services already performed are non-refundable, unless otherwise specified in Section 4.3 as part of an agreed removal of installed equipment.

6. Damages and Issues

Please inspect your installation and any products received from us as soon as they are delivered or installed and contact us immediately if:

  • The product appears defective;

  • The product is damaged; or

  • The wrong product was delivered or installed.

We will review the issue, arrange an inspection if needed, and work to resolve it as quickly as possible, which may include repair, replacement, or another appropriate solution consistent with manufacturer and safety requirements.

7. Exceptions / Non-Returnable Items

The following items and services are non-returnable:

  • Installed HVAC equipment (furnaces, boilers, heat pumps, air conditioners, water heaters, etc.) except as addressed under Section 4.3 (Removal of Installed Equipment – 20% Fee);

  • Custom or special-order equipment where the manufacturer does not accept returns;

  • Hazardous materials, flammable liquids, or gases;

  • Gift cards, promotional vouchers, or service credits;

  • Any product not in new condition, missing parts, or without original packaging (unless confirmed defective under warranty).

Where possible, we may still assist with manufacturer warranty claims for defective products.

8. Refund Processing Time

Once your return, removal, or cancellation has been reviewed, approved, and any equipment has been returned or removed:

  • We will process the refund within 5 business days.

  • Refunds will be issued to the original method of payment, unless otherwise agreed in writing.

  • Your bank or credit card provider may require additional time to post the refund to your account.

 

9. Contact Information

If you have any questions about cancellations, returns, exchanges, warranty service, or removal of installed equipment, please contact us:

City Home Comfort
Phone: (416) 556-8368
Email: info@cityhomecomfort.com

Our advisors will be happy to review your specific situation and clarify how this policy applies to your order.