You bought one of our heaters online, but the product does not meet your expectations? Do not worry, we are here to help you in the process of returning or exchanging your purchase.
All Convectair units are manufactured in our factories in France which allows us to have greater control over the quality of our devices. Sometimes, however, an error occurs. We are sorry for the inconvenience. Please follow the steps of our easy return policy.
Note: Upon receipt of the package, we ask that you validate the status of the box or boxes to ensure its good condition and verify that the order is complete, if applicable. If you notice a broken or missing item, please contact or Customer Service Department by phone at 1-800-463-6478 between 8:00 am and 16:30 (Eastern Time) Monday through Friday or send us an email to [email protected]
Convectair does not exchange nor reimburse units purchased from sources other than its own online sales website: www.convectair.ca . Furthermore, return policies for online sales are not applicable to equipment purchased through our other networks and vice versa. Also note that any item modified or altered cannot be returned or exchanged.
Before asking for a return
If you are having trouble with your new heater, please contact our Customer Service Department before requesting a return. It is possible that the problem can be resolved over the phone. If our department is unable to resolve your situation, we will then issue a return authorization.
To return your device, please communicate with our Customer Service Department by calling at 1-800-463-6478 Monday through Friday from 8:00 to 16:30 (Eastern Time) or email us [email protected]
. One of our agents will describe the procedure.
Please take note that you have 45 days from the date of purchase to return a heater. By calling our Customer Service Department, you will receive a return authorization form (RMA) to be enclosed in the box. This form can be sent by email, fax or mail. Please allow two working days to obtain the RMA requested by email or fax. The RMA is valid for 30 days after the date of issue. The returned device(s) without a valid RMA will not be processed.
Returns by mail
Please take note that in case of a return for other reasons than related to manufacturing defects, erroneous delivery or damage incurred during delivery, the customer will bear the return shipping cost . If Convectair has to pay for that cost, you will receive from our Customer Service Department a return authorization slip and the steps to follow to return your device. If the return must be taken in charge by the consumer, you will receive several return options from our Customer Service Department. If you are to send the units on your own, please send them to the following address: 30, carré Sicard Sainte-Thérèse (Qc) Canada J7E 3X6.
In order to return your devices, you will be required to send the units in their original packaging and all parts included in the box (instruction manual, wall mount and / or accessories) with them. If you no longer have the original box, please contact our Customer Service Department by calling at 1-800-463-6478 Monday through Friday from 8:00 to 16:30 (Eastern Time East) or email us [email protected]
in order to receive another.
If you have more than one device to be returned, you will receive one return slip per box.
Returns to Convectair
If you are able to bring back your units directly to Convectair, it is possible for you to do so. In that case, you will only need to have your return authorization form inside the original box along with all the original accessories.
Tracking your returns
Once we receive your returned heater(s), we will send you a confirmation email and will refund the purchase if applicable. You will also see the status of your order change to "closed" in your order history. In the case of an exchange, a new order will be made and you will receive an email with the corresponding delivery information.
To make a return you'll need to have:
• A return authorization number
• The original packaging and all elements included
• A return slip
The only exceptions to these return procedures are the units of our Impresario line. To determine the appropriate method for the return of these heaters, please contact our Customer Service Department at 1-800-463-6478 between 8:00 am and 16:30 (Eastern Time) or email [email protected]
Convectair has no control over the transport time of your parcel. On the other hand, once we receive the parcel, we will verify its condition and process the request as quickly as possible. Please allow up to 10 business days for the receipt and processing of your order and refund request.
We will notify you by email once we have received and processed the returned products. Refunds will be made on the same card as used for the original purchase. You will also see the status of your order change to "closed" in your order history.
Repairs & warranty
To know our repair policies and procedures, please contact our Customer Service Department at 1-800-463-6478 between 8:00 am and 16:30 (Eastern Time) or email us at [email protected]
Please take note that Convectair’s warranty for its devices is 2 years against all defects and 5 years for the heating elements.