Return Policies

RECEIVING AND FREIGHT DAMAGE

  • Freight (package/unit) should be checked thoroughly for damage at receiving before accepting by signing on the carrier’s delivery paperwork.
  • Upon signing for acceptance of shipment, it is considered a binding document as to the condition of the products on delivery. We cannot process any shipping damage claim, if you accept delivery.
  • If damage is found upon delivery, both you and the delivery driver must make notes on the delivery receipt or other freight paperwork detailing the damage found by marking position/parts on unit, description of damage, time/date, your name, contact phone, etc. on the delivery documents. Make a copy of the marked delivery receipt.
  • If the damage is minor or partial, and you choose to accept, you can contact the distributor or YMGI directly to discuss the possibility of replacement of the damaged part(s).
  • If refusal of the shipment is required due to severe freight damage, DO NOT sign the carrier’s delivery receipt document. Signing the delivery receipt indicates that you accept the product(s).
    Mark the receipt “REFUSED DUE TO FREIGHT DAMAGE.”
    Sign and date and have the delivery driver’s sign and date as well.
  • Take photos showing the damage.
  • If you accept the delivery or fail to note damage on the driver’s delivery receipt, the ability to claim freight damage is lost and YMGI will not replace the unit on this basis.
  • Contact the distributor or YMGI, report the damage and forward a copy of the marked delivery receipt copy and pictures.
  • Once YMGI verifies with the carrier the required detailed notes of received freight damage, then the damaged products be eligible for replacement.
  • If the returned products are found to not be damaged, YMGI will treat it as a return and will charge you 25% of product value plus added return shipping costs.

RETURN-YMGI GROUP POLICIES & RETURN GOODS AUTHORIZATION (RGA)
All sales are final. If a customer wishes to return a product, the following Return Policies apply.

  1. Only those products (units, parts or accessories) under the following conditions, are eligible for return:
    1. Products are returned within 30 days of their original shipment date from YMGI
    2. Products have not been installed.
    3. No damage exists on the products being returned.
    4. No missing parts, pieces or products.
    5. Products and packages are clean.
    6. No duct tape or markings on the product or box.
    7. Products are in their original package, in good shape and in resalable condition, as determined by YMGI.
  2. Preapproval steps for your return request:
    1. Contact your distributor or YMGI to request a return.
    2. Photograph your product and box to show details.
    3. YMGI will review your request, along with the pictures and any other details pertaining to your request.
    4. If YMGI agrees to process your return request, a form called Return Goods Authorization (RGA), along with an assigned RGA # will be forwarded to your distributor or you.
    5. No returns are accepted without YMGI Group approved RGA #.
  3. YMGI must verify the following before you can pack your products:
    1. No products (units, parts, accessories) are missing.
    2. No damage is found.
    3. The products are in the original packaging.
    4. No duct tape on any product or box.
    5. Pictures have been taken and sent to YMGI to verify the product and boxes are not damaged.
    6. The RGA has been completed and a copy has been returned to YMGI via email or fax.
    7. YMGI has approved the request in writing.
  4. Shipping Preparation:
    1. Package all products in a manner in which no damage can occur to the product and secure to a pallet.
    2. Take and forward pictures of packed pallets for YMGI to verify proper packaging and that there is no existing damage.
    3. Include the YMGI approved RGA# with the shipping documents.
    4. YMGI reserves the right to approve or deny any shipments.
    5. YMGI can arrange shipping for you, but not at YMGI’s expense. If this option is chosen, a packing list and BOL will be issued to you through YMGI.
    6. If the above option is not chosen, you will be responsible for all freight charges. YMGI will not accept any returned items COD.
  5. Place the package in an area which is accessible to the shipping company for pickup that limits any possibility of damage to the product. Customer must be present at the time of freight pick up. Once shipped, fax the BOL to YMGI Group at 1-866-377-3355 or email to customerservice@ymgigroup.com. Please make sure to include the contact information of the freight company and their tracking number.
  6. Freight Damage:
    1. YMGI Group will inspect returned items
    2. Claiming of freight damage from a customer hired carrier will be the customer’s responsibility.
    3. Claiming of freight damage from a YMGI hired carrier will be YMGI’s responsibility.
  7. Charges for Returns:
    1. A restocking charge of 25% creditable invoice value.
    2. All return shipping fees.
    3. Additional fees will be charged if products are found to be damaged, missing or used.
    4. YMGI will notify the distributor of the charges only after the inspection and assessment of the returned products
      has been completed.

Attention:

  1. Returned products must be shipped within 7 days of YMGI’s releasing of RGA #.
  2. All RGA shipping shall be prepaid by the customer. YMGI will not accept any COD freight.

YMGI GROUP DISCLAIMER 1:
YMGI Group will NOT accept any return, or may not honor 100% credit for any return of Product(s)/Part(s)/Accessories, in any of the following cases:

  • Return requests made 30 or more days after the date of original sale shipment from YMGI Group warehouse.
  • Return shipment is initiated 8 days or more after the RGA is approved.
  • Returned products received without a YMGI approved and valid RGA #.
  • Returned products received C.O.D.
  • Returned products not received in their original packaging.
  • Returned products received with non-repairable packaging, including duct tape or marks on units or carton boxes.
  • Returned products received missing units/parts/accessories.
  • Returned products received are found to be non-functional or damaged.

YMGI GROUP DISCLAIMER 2:

  • YMGI Group will not be responsible for any losses of returned unit(s)/part(s)/accessories in transition to YMGI Group warehouse.
  • YMGI Group RGA is valid for seven (7) days from the original issuing date. Returns will not be accepted, if shipping is made 8 or more days after the YMGI Group RGA is issued.

DEFECTIVE UNITS / PARTS / ACCESSORIES-REPAIR OR REPLACEMENT
Out of the thousands of units sold every year, there may occasionally be an instance when your product does not operate properly. Reasons could be (but are not limited to) issues during: manufacturing, installation, operation, maintenance and knowledge of operator.

Equipment failure does not automatically denote a product defect from the factory assembly line. Defects can be caused, during production, transportation, installation, operation, maintenance, or service. Defects may NOT be the responsibility of the manufacturer. No determination shall be made until the technical issue(s) or the cause of the defect(s) are identified.

The defects might be found before/ during installation or during operation of the unit. Defects can be in the form of blown fuse(s), defective control board(s), damaged remote control, loose or missing screws, etc. These defective parts can be easily replaced.

Some functions of our units are different from traditional split-type air conditioning and heat pump systems, or similar systems made by other manufacturers. These are not defects. Take some time to learn the functions of your unit. We will be happy to assist you with any questions you may have concerning the function, and operation modes of your new unit.

If a defect is found, either during the original installation, or during normal operation, we will gladly help you with the following steps in sequence from 1 to 3:

  1. Part repair or replacement after trouble-shooting: This is the most common and generally the easiest and most economical way for all parties, since the issue or defective part can be accurately and completely identified.
    • Your technician calls our technical support line, from your job site, after checking your unit(s) and preparing all the information.
    • YMGI’s Technical Support will go through several steps with your technician, over the phone or through email, to help identify and resolve the issue(s). Normally wiring correction, piping correction, part repair/ replacement will resolve most issue(s).
    • Your technician will then need to verify and confirm the issue(s) before YMGI can ship out any replacement part(s). Inaccurate or incomplete troubleshooting or part replacement will delay repair. YMGI technical support will only speak with licensed/certified technician in regards to the repair of your unit. This saves time and money for all parties involved.

    Your technician is the only person that should perform any physical checking, trouble-shooting or replacment of any defective part(s) on your unit(s). Our technical support is here to assist your technician. YMGI provides no labor warranty on it’s products.

  2. Unit/part repair at our workshop(s): Due to the limitation of our technical support not being at your systems installation site, or the level of a technician’s experience with our products, the problem may not be resolved as quickly as would be desired. If the problem is still not resolved after attempts between your technician and our technical support, you can elect to have the unit repaired at our facility.
    If this step is chosen:

    1. YMGI will send to you the Customer Request to Ship Products to YMGI Service Center for Inspection and Repair, and Authorization to Charge form.
    2. You will review and complete the form (fill out all fields appropriately), sign and send back to the YMGI Group.
    3. Once the form has been completed and sent back to YMGI, remove the unit(s) and ship back to YMGI. If possible, please make a note describing the problem and communication history. Our technicians will check the unit(s), diagnose the problem(s), and repair the issue(s), then ship the unit back to you following the conditions set forth in the signed repair agreement. All unit removal and re-installation is done at customer cost and must be done by a currently licensed HVAC technician.
    4. Unit replacement: Only applies to those defects reported within 30 days of original purchase date and if all necessary warranty paperwork had been received and approved. This option applies only if the above steps cannot resolve the problem(s). Either indoor or outdoor unit replacement is available, based on the actual need, at YMGI’s determination. This option shall be the last resort, due to refrigerant and wiring considerations. All unit removal, re-installation and shipping cost are the responsibility of the customer. YMGI maintains the final authority as to unit replacement. Replacement will be made with the same model only. Alternate units will betreated as a new order.

    Returning Replaced Defective Units/Parts/Accessories After Unit Repair: (Only applies to steps 1 & 3 above)

    1. Repack the replaced unit/ part /accessory in the box which contained the replacement part.
    2. Parts can be boxed for UPS, FedEx or equivalent ground service. Units shall be secured onto the skid on which the replacement was shipped after placing into the package from the replacement product.
    3. Ship all replaced products, to YMGI-designated location. You will be charged if YMGI does not receive the replaced parts. Standard factory warranty does not cover the cost of materials and labor that are incurred at your site. If YMGI determines the defect is manufacturer related, there will be no cost for the replacement unit. Replacement will be made with the same model only. Alternate units will be treated as a new order.