Refund policy

Effective January 16, 2026 · Updated October 12, 2026: Section 9 (Compatibility Guarantee) added; restocking fee waived on exchanges (Section 3).

This Return & Refund Policy applies to purchases made through hepafiltersales.com and is issued by HEPA Filter Sales, LLC.

1. Return Authorization (RMA Required)

All returns require a Return Material Authorization (RMA) number prior to shipment. Returns sent without an RMA may be refused.

To request an RMA, contact us at Help@HEPAFilterSales.com

2. Return Eligibility

Merchandise must be returned within 30 days of delivery unless otherwise stated.

To qualify for return, items must:

  • Be unused and in original condition
  • Be returned in original packaging
  • Include all original components

HEPA Filter Sales, LLC reserves the right to deny returns that do not meet these conditions.

3. Condition of Returned Merchandise

Returned items must be unused, uninstalled, and in resalable condition. Items that have been opened, installed, used, or modified are not eligible for return and will receive no refund — these items are ineligible regardless of whether a return is otherwise requested or authorized. If such an item is returned, HEPA Filter Sales, LLC reserves the right to refuse acceptance or issue no refund.

Approved returns of unused, unopened merchandise are subject to a restocking fee of at least 25% of the purchase price.

Shipping costs are non-refundable in all cases. This includes both our original outbound shipping cost and any shipping fees paid by the buyer at time of purchase, regardless of whether shipping was charged separately or included in the item price. This applies to all approved returns without exception.

Exchanges: If you exchange an eligible unused, unopened item for a different item of equal or greater value within 30 days of delivery, the restocking fee is waived. Original shipping and return shipping costs remain the customer’s responsibility.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • Incorrect item shipped by us
  • Confirmed shipping damage (see Section 5)

Returns initiated due to a suspected product defect or malfunction are not eligible for return shipping reimbursement from HEPA Filter Sales, LLC. Product defects and performance issues are governed solely by the applicable manufacturer's warranty. Please refer to our Warranty Disclaimer and contact the manufacturer directly for warranty-related claims.

Note: this section governs responsibility for return shipping costs only. It does not affect Section 3's non-refundability of original shipping costs, which applies even when return shipping is waived under this section.

5. Damaged Shipments

Damage claims must be reported within 48 hours of delivery. Please retain all packaging materials and damaged items. Carriers may require inspection or retrieval of materials to process a claim.

6. Non-Delivery Claims

Claims for non-delivery must be reported within 10 days of the estimated delivery date.

7. Refund Processing

Once a return is received and inspected, approved refunds will be issued to the original payment method, less any non-refundable shipping costs and applicable restocking fees. Processing times may vary depending on your financial institution.

8. Non-Returnable Items

The following items are not eligible for return under any circumstances:

  • Equipment (including but not limited to air scrubbers, filtration units, HVAC equipment, and other machinery/systems, as opposed to consumable filters/media)
  • Special-order and custom-configured items
  • Clearance or final sale items as designated at time of purchase
  • Discontinued items as designated at time of purchase

9. Compatibility Guarantee (added October 12, 2026)

We guarantee that our replacement filters and filter kits fit every indoor unit model we list as compatible on the product page. This guarantee also covers any part our team recommends to you by email or phone for a model number you provide.

If a covered filter does not fit a listed or recommended model, we will, at your choice, ship the correct replacement or issue a full refund. This includes:

  • No restocking fee
  • Return shipping paid by us (we will send a prepaid label)
  • Refund of your original shipping charges

This guarantee applies even if the filter packaging has been opened or a fit was attempted.

To use the guarantee:

  1. Contact us at Help@HEPAFilterSales.com within 30 days of delivery and request an RMA.
  2. Include a clear photo of your indoor unit’s model nameplate (typically on the right-hand side of the unit or on the bottom edge facing the floor) and a photo of the filter that did not fit.
  3. Return the item using the prepaid label we provide.

This guarantee does not apply when:

  • The model number provided to us, or the model selected at purchase, does not match the unit’s nameplate
  • The product was ordered for a model not listed as compatible and not recommended by our team
  • The item has been damaged, altered, or used beyond a test fit

Where this section conflicts with Sections 3, 4, 7 or 8, this section governs for covered compatibility claims. This section applies to orders placed on or after October 12, 2026.


If you have questions regarding return eligibility prior to purchase, please contact us before placing your order.