Warranty & Returns.
7-year compressor. 5-year parts. 30-day returns on uninstalled systems. DIY installation never voids your coverage.
Returns & Refund Policy
We want you to buy with confidence. Returns are straightforward and we won't give you a hard time about your reason, but because these are large, pre-charged refrigerant systems, a few conditions protect both you and us. You have 30 days from the date of delivery to return an uninstalled Zone Air system. To start any return, use the claims form — it walks you through the questions and photos we need and gets you an answer within the next business day. You can also email support@zone-air.com with your order number. Approved returns receive a Return Merchandise Authorization (RMA); returns shipped without an RMA may be refused.
Inspect your delivery right away
Inspect your shipment the moment it arrives, before signing. If there is any visible damage, write “Package Damaged” on the delivery receipt and, if the damage is significant, refuse the delivery. Report all shipping damage — including concealed damage found after opening — within 48 hours of delivery with clear photos, so we can replace the unit and file a carrier claim. Damage reported after this window may not be recoverable from the freight carrier and may not qualify for a free replacement.
Damaged units (damage found before installation)
If your system arrives damaged and you report it within 48 hours as described above, we will replace it or issue a full refund at no cost to you. The unit must be uninstalled and unused, and returned with all original equipment and packaging. Refunds may be reduced or withheld for missing components. Installed units are not eligible for shipping-damage claims; once a system is installed, any issue is handled under the Limited Warranty below.
Cosmetic and minor damage
Not all shipping damage calls for a replacement unit. Damage is treated as cosmetic when it does not affect performance, safety, or lifespan — bent condenser fins, light scratches, and small dents in housing panels are the most common examples. Bent fins look alarming but rarely reduce capacity, and they straighten in minutes with an inexpensive fin comb; we ship one free with an approved cosmetic claim. For cosmetic damage we repair or replace the affected part, or offer a partial appearance credit — we do not replace the whole system. Whether damage is cosmetic or functional is determined by our review of your photos. Damage to the shipping box alone, with the equipment unharmed, is not a damage claim, and damage caused during unpacking, moving, or installation is not shipping damage and is not covered by this policy.
Accepting a visibly damaged delivery
If significant damage is plainly visible when your shipment arrives, note it on the delivery receipt or refuse the delivery — that notation is what allows us to recover from the freight carrier. If you sign for a shipment with plainly visible, significant damage without noting it and accept the unit anyway, our ability to file a carrier claim is limited, and your remedy may be limited to replacement parts or a partial credit rather than a free replacement unit. Concealed damage — damage you could not have seen without opening the box — is not affected by this and remains fully covered when reported within 48 hours of delivery.
Changed your mind (buyer’s remorse)
A unit is eligible for a refund only if it is not installed, used, or damaged, is returned within 30 days of delivery with an RMA, and comes back in its original manufacturer's box with all components. The box may be opened — open-box returns are accepted — but the original box must be returned with the unit, and a return without it is not eligible for a refund. A unit is considered used if it has been installed, connected (quick-connect couplers actuated), powered on, or otherwise operated. Damaged here means customer-caused damage only; units that arrived damaged, or are damaged in return transit, follow the shipping-damage claim path above instead. Installed, used, or damaged units cannot be refunded — a defective unit is still fully covered by the Limited Warranty below. Buyer's-remorse refunds are the item price minus a flat 25% restocking fee and the actual return shipping cost: we book the return freight to control rates and packaging on heavy freight, and deduct the actual cost from your refund.
Once connected or installed
Zone Air systems ship with pre-charged linesets. Once the quick-connect fittings are opened or connected, the refrigerant charge transfers into the condenser. A lineset in this state can no longer be re-charged or resold, so systems whose linesets have been connected or charged, or that have otherwise been installed or operated, cannot be returned for a refund. Any issue that appears after installation is handled under the Limited Warranty below.
Cancellations, exchanges and non-returnable items
You may cancel at no cost any time before your order ships; once shipped, standard return terms apply. Wrong-size exchanges: exchanging for a different size instead of a refund? You pay a flat 10% exchange fee, which covers the shipping — sending your unit back and sending the new unit to you. If the new unit costs more or less, the difference is added or refunded. The unit must not be installed, used, or damaged, and the exchange fee applies once your replacement order ships. All original components (remote, WiFi module, brackets, fittings, and the rest) must be returned with any return or exchange; missing components are deducted from the refund at replacement cost. Non-returnable items include opened refrigerant, used or connected components, and any system that has been installed, connected, powered on, or operated. Accessories are returnable only if unopened and in resalable condition. Items purchased during promotional or seasonal sales may be designated final sale where noted at purchase.
Refund method and timing
Once your RMA is approved, we book the return freight and send you the shipping details — you do not need to arrange your own carrier. Returns must be ready for pickup within 14 days of RMA issuance. Damage that occurs in return transit is handled through the carrier claim process, not deducted from your refund. Refunds are issued after the returned system is received, inspected, and restocked, within 5–10 business days of inspection, to the original payment method. Restocking fees, actual return shipping, and original shipping charges are non-refundable.
To start a return or damage claim, use the return request form, or contact us at support@zone-air.com or (801) 882-2324 with your order number.
Limited Warranty
Unless otherwise required or prohibited under applicable state law, BNZ Distributing LLC (DBA Zone Air) (“Zone Air” or the “Company”) warrants this product against failure due to defect in materials or workmanship under normal use and maintenance, as set forth below. This warranty extends only to the original purchaser and is non-transferable. Valid proof of purchase is required to establish coverage and to file any claim. The warranty period begins on the original proof-of-purchase date; if the purchase date cannot be verified, the warranty period begins 120 days from the date of manufacture. This warranty applies within the United States and Canada.
Coverage periods
| Component | Coverage |
|---|---|
| Compressor | 7 years |
| Indoor unit & outdoor condenser | 5 years |
| Electrical components, control boards & sensors | 5 years |
| Fans & motors | 5 years |
| Remote control / controller | 1 year |
If a covered part fails due to defect during the applicable warranty period, the Company will provide a new or remanufactured part, at its option, to replace the failed part at no charge for the part. A repaired or replaced component is warranted for the remainder of the original warranty period, or 30 days after replacement, whichever is longer. Replacement does not reset or extend the original warranty period. Keep your proof of purchase — it is all you need to file a claim.
DIY installation does not void this warranty
A state-certified or licensed HVAC contractor is not required to preserve warranty coverage on Zone Air DIY series systems. Because these systems use pre-charged linesets with quick-connect fittings, you may install the system yourself and remain covered, provided the system is installed in accordance with the Zone Air installation instructions, all applicable electrical and building codes, and required permits. (Always check your local laws.) Damage resulting from installation that does not follow the provided instructions is not covered. When diagnostic testing is required as directed by Zone Air, a certified HVAC technician may be necessary, and any costs associated with such diagnosis or testing are the customer's responsibility.
What's covered & what's not
What's covered
What's not covered
Conditions and limitations
This warranty is non-transferable and applies only to the original purchaser, as identified by proof of purchase. It does not transfer to subsequent owners or to a new location. Coverage applies only to products remaining at their original installation address and is void if the system is relocated. Defective parts must be returned to Zone Air, upon issuance of an RMA, for inspection and credit.
Compressor claims
In the event of compressor failure, diagnostic testing to confirm the failure may be required. The customer is responsible for any costs associated with such diagnosis or testing, and proof of diagnosis (such as a technician’s invoice) must be provided to Zone Air for verification.
Labor & additional costs
This is a parts-only warranty. The Company is not liable for labor or other costs incurred for diagnosing, repairing, removing, installing, shipping, servicing, or handling of defective parts, replacement parts, or new units, or for any shipping, freight, or handling charges, including the cost of returning defective parts and shipping replacement parts.
How to file a warranty claim
Contact us
Submit a claim at our claims form with your model and serial numbers, or email support@zone-air.com or call (801) 882-2324.
Diagnosis
Our US-based team will help troubleshoot. We may request photos or videos, or diagnostic testing to confirm the issue.
Resolution
If the part is covered, we issue an RMA and arrange a new or remanufactured replacement part at no charge for the part.
Required documentation
Implied warranties and limitation of liability
ALL IMPLIED WARRANTIES AND/OR CONDITIONS (INCLUDING ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR USE OR PURPOSE) ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. The express warranties made here are exclusive and may not be altered, enlarged, or changed by any distributor, dealer, or other person. Zone Air's liability is limited to repair or replacement of the defective part, and the Company shall not be liable for incidental, consequential, special, or punitive damages. Some states do not allow limitations on how long an implied warranty lasts or the exclusion of incidental or consequential damages, so the above may not apply to you.
Your rights under state law
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
BNZ Distributing LLC (DBA Zone Air) · Salt Lake City, Utah · Effective July 8, 2026
Need warranty support?
Our team is here to help with claims, returns, or questions.