Returns

Verify fitment before you order. Confirm the manufacturer, model, voltage and part number against your equipment’s own nameplate first — every product listing states our confidence level in the cross-reference, and we’re glad to double-check a nameplate photo before you buy if you’re unsure.

Defective or damaged on arrival

Contact us within 15 days of delivery with photos of the issue and the packaging. Because parts ship directly from our sourcing partner rather than through a Thermal Harbor warehouse, we’ll tell you exactly how the claim is handled for your part — some claims are resolved from photos, while others (for example, electronic drives) must be returned unused in the original packaging for inspection first. Confirmed defective or damaged-on-arrival parts are replaced or refunded.

Special-order and quote-based parts

Most of what we carry is sourced specifically for your request rather than held in stock. Because these parts are ordered from our supplier specifically for you, they generally can’t be returned once the order is placed, unless the part is defective or doesn’t match what was confirmed in your quote.

Drives and other programmable parts

Drives and other electronic parts that have been installed, powered up or programmed can’t be returned except under warranty. Keep the original packaging until the part is installed and working.

Our error

If the part doesn’t match what your quote confirmed, we’ll make it right — a replacement or a full refund. We’ll tell you exactly what we need from you (usually just photos) to resolve it as fast as possible.

Starting a return

Email sales@thermalharbor.com with your order number and a description of the issue, and we’ll walk you through next steps.