Refund policy

Duct2Go Return, Refund & Cancellation Policy

Effective date: September 14, 2026

Overview

At Duct2Go, most products are custom-fabricated or made to order according to the dimensions, specifications, materials, quantities, and options selected by the customer. Because these products are produced specifically for each order, returns, cancellations, refunds, and damage claims are handled under the terms below.

By placing an order, the customer confirms that they have reviewed the order specifications and agree to this policy, Duct2Go’s Shipping Policy, and the order details shown at checkout, on the invoice, or in the order confirmation. The policy in effect when the order is placed governs that order.

Nothing in this policy limits rights that cannot be waived under applicable law.

No Returns for Custom Products

Except as expressly stated in this policy or required by applicable law, Duct2Go does not accept returns of custom-fabricated or made-to-order products.

Custom and made-to-order products are not eligible for return, refund, or exchange because of:

  • Customer ordering errors, including incorrect dimensions, quantity, material, gauge, finish, configuration, or product selection.
  • Measurement errors, compatibility issues, jobsite conditions, installation conditions, code requirements, or project changes not disclosed and approved by Duct2Go before production.
  • Customer preference, change of mind, over-ordering, project cancellation, customer delay, or failure to use the product.
  • Customer-requested changes after fabrication or production has begun.

The customer is responsible for reviewing and confirming all specifications, dimensions, quantities, and shipping details before submitting an order.

Damaged, Short, or Incorrect Items

Duct2Go will review properly documented shipping damage, shortage, or manufacturer-error claims. These situations are not handled as routine returns.

Shipping Damage and Shortage

For shipments arranged by Duct2Go, the customer must follow the delivery-inspection and reporting process in the Duct2Go Shipping Policy.

  • Inspect the shipment before signing the delivery receipt or bill of lading.
  • Note visible damage or shortage on the delivery receipt before the carrier driver leaves.
  • Photograph damaged product, packaging, labels, pallet/bundle condition, and the delivery receipt.
  • Notify Duct2Go at help@duct2go.com or (480) 452-8069 within 24 hours of delivery.
  • Report concealed damage within 24 hours of discovery and no later than 48 hours after delivery.
  • Preserve damaged product, packaging, pallets, and shipping documents for possible carrier inspection.

For product that is damaged but retained and usable, Duct2Go will evaluate a reasonable credit based on the documented reduction in value, repair cost, or actual functional impact. Retaining, installing, modifying, cutting, repairing, or otherwise using the product constitutes acceptance of the product as delivered, except for a documented and approved damage claim. A full refund is not available for product the customer retains and uses, except where required by applicable law or expressly approved by Duct2Go in writing.

For product that cannot be used as intended because of verified shipping damage, Duct2Go may, at its discretion and as appropriate to the documented circumstances, repair, replace, or issue a credit for the affected item or affected portion of the order. Duct2Go may require carrier inspection, return of unused affected product, photos, or other reasonable verification before issuing a remedy.

When Duct2Go arranges freight transportation, Duct2Go will submit or coordinate an appropriate carrier damage or shortage claim. The customer must reasonably cooperate with the documentation and inspection process. If the customer arranged freight, used its own carrier account, selected its own carrier, or otherwise controlled transportation, the customer is responsible for filing and pursuing any freight claim directly with that carrier. Carrier recovery is not guaranteed and does not determine the customer’s remedy under this policy.

Manufacturer Error or Incorrect Product

If Duct2Go materially deviates from the confirmed order specifications due to a Duct2Go manufacturing error, Duct2Go will review the claim and may, at its discretion and as appropriate to the verified issue:

  • Correct or repair the affected product.
  • Remake and ship the affected product to the confirmed specifications.
  • Issue a credit or refund for the affected product.

Claims must be submitted in writing within 5 business days of delivery or pickup and include the order number, a description of the claimed discrepancy, and clear photographs or other supporting documentation. The customer must allow Duct2Go a reasonable opportunity to review the claim and, where appropriate, cure the issue before seeking a refund or initiating a payment dispute.

No refund or replacement is available for a claimed manufacturer error caused by customer-provided specifications, incorrect measurements, approved drawings, undisclosed installation requirements, jobsite conditions, or changes requested after production began.

Cancellation Schedule and Fees

All cancellation requests are subject to Duct2Go’s written approval. Fees reflect the custom nature of the work and may include nonrecoverable material, labor, engineering, production, packaging, administrative, merchant-processing, and other costs already incurred.

Cancellation timing Refund eligibility Applicable charge

Within 24 hours of order placement and before production, material allocation, or custom work begins

 

 Full refund may be approved No cancellation fee, unless nonrecoverable third-party charges have already been incurred and disclosed

More than 24 hours after order placement but before production begins

 

 Partial refund may be approved 10–15% administrative and processing fee, plus any nonrecoverable costs

After production, cutting, rolling, fabrication, assembly, material allocation, or packaging has begun

 

 Partial refund may be approved only at Duct2Go’s discretion 25–50% of order value, plus the value of completed custom work, allocated material, and other nonrecoverable costs

After the order is completed or ready to ship or pick up

 

 No refund Customer remains responsible for 100% of the order value and applicable charges
After shipment has been dispatched or product has been released for pickup No refund Customer remains responsible for 100% of the order value, shipping, and applicable carrier charges; return freight is the customer’s responsibility if Duct2Go authorizes a return

The exact fee within a stated range will be determined by the production status and the actual nonrecoverable costs at the time the written cancellation request is received and approved. An order is considered in production once Duct2Go begins material allocation, engineering, cutting, rolling, fabrication, assembly, finishing, packaging, or other work specific to the order.

Cancellation Requests

Cancellation and change requests must be submitted in writing through one of the following methods:

Each request must include:

  • Customer name and company, if applicable.
  • Order number.
  • Date of original purchase.
  • Reason for the request.

Requests made verbally by phone or in person are not valid cancellation requests. Duct2Go will acknowledge and review written requests within approximately 2–3 business days. Submission of a cancellation request does not cancel an order unless Duct2Go confirms the cancellation in writing.

Customers receive order-status notifications, which may include an order confirmation, production-start notice, completion notice, and shipment confirmation. To qualify for the lowest applicable cancellation charge, the written cancellation request must be received before production begins. It is the customer’s responsibility to monitor order communications and act promptly.

Specification Changes

Requests to modify dimensions, materials, finish, color, quantities, configuration, delivery details, or other specifications must be submitted in writing to help@duct2go.com.

  • Before production begins, Duct2Go may accommodate changes at its discretion. Revised pricing, lead time, shipping charges, and other charges may apply.
  • After production begins, changes may require a new order. The original order remains subject to this cancellation policy, and Duct2Go may quote a separate replacement or revised order.
  • Duct2Go is not responsible for delays, additional costs, or incompatibility caused by customer-requested changes after order placement.

Refund Processing

Approved refunds or credits will be documented in writing and may be subject to the return, inspection, documentation, or settlement requirements described in this policy.

  • Approved refunds are issued to the original payment method unless Duct2Go agrees otherwise in writing.
  • Approved refunds are generally processed within 7–10 business days after written approval and after Duct2Go receives any required returned product, documentation, carrier inspection outcome, or other reasonable verification.
  • The written confirmation will identify the approved amount and any cancellation fee, shipping charge, completed-work charge, credit, or other deduction applied.
  • Shipping charges, expedited service, accessorial charges, return freight, installation labor, project delays, lost profits, and consequential or incidental damages are not refundable unless Duct2Go expressly agrees in writing or applicable law requires otherwise.
  • A refund or credit for a damaged item applies only to the documented affected item or affected portion of an order, unless Duct2Go expressly approves a broader remedy in writing.

Payment Disputes and Chargebacks

Duct2Go is committed to resolving legitimate concerns directly and promptly. Before initiating a payment dispute, chargeback, or bank claim, customers must contact Duct2Go and provide a reasonable opportunity to review and resolve the concern.

A payment dispute or chargeback is not a substitute for this policy’s cancellation, delivery inspection, damage reporting, return, manufacturer-error, or carrier-claim procedures. The customer agrees not to seek a chargeback for:

  • A custom or made-to-order product that conforms to the customer’s approved specifications.
  • A product delivered to the address supplied by the customer or accepted by the customer, the customer’s employee, contractor, installer, agent, or other representative.
  • A product that the customer retains, installs, modifies, cuts, repairs, or otherwise uses, except to the extent of an expressly approved credit or remedy.
  • Shipping damage, shortage, or concealed damage that was not timely reported and documented under the Duct2Go Shipping Policy, except where applicable law requires otherwise.
  • Cancellation, change, or return requests that are subject to the fees, limitations, or exclusions in this policy.
  • Carrier delays, accessorial charges, delivery appointment issues, storage, redelivery, site-access issues, or other charges outside Duct2Go’s reasonable control where Duct2Go has fulfilled its obligations.
  • Amounts already refunded, credited, replaced, settled, or otherwise resolved by Duct2Go.

If a customer initiates a payment dispute or chargeback, Duct2Go may submit this policy and all relevant records to the payment processor, card issuer, bank, carrier, collection service, or other appropriate party. Relevant records may include order confirmations, invoices, checkout acceptance, payment records, customer communications, product specifications, customer approvals, fabrication records, shipment records, tracking, freight invoices, bills of lading, delivery receipts, proof of delivery, carrier delivery scans or GPS records, photographs, inspection records, and written settlement or remedy offers.

Nothing in this policy prevents a customer from raising a legitimate concern or using rights that cannot be waived under applicable law or the customer’s cardholder agreement.

Force Majeure

Duct2Go is not responsible for delay or inability to perform caused by circumstances beyond its reasonable control, including weather, natural disasters, supply-chain disruptions, government actions, labor disputes, transportation interruptions, carrier delays, utility failures, or other force majeure events. In such cases, Duct2Go will evaluate cancellations or changes in good faith, subject to completed work, allocated materials, and other nonrecoverable costs.

Return Address

A return may be made only if Duct2Go authorizes it in writing and provides return instructions. Do not send product back without prior written authorization.

If Duct2Go authorizes a return, send the product to:

Duct2Go – Returns
3385 N Nevada St
Chandler, AZ 85225

Unauthorized returns may be refused, returned to the sender at the sender’s expense, or subject to additional handling charges.

Customer Acknowledgment

By placing an order with Duct2Go, the customer confirms that they have read, understood, and agreed to this Return, Refund & Cancellation Policy and the Duct2Go Shipping Policy. These policies form part of the agreement between Duct2Go and the customer at the time of purchase.

Need Help?

For any questions regarding this policy, a cancellation request, or a damage claim, please reach out — we're happy to help.

Duct2Go Customer Service
📧 Help@duct2go.com
🌐 www.duct2go.com
📍 3385 N Nevada St, Chandler, AZ 85225

Duct2Go reserves the right to amend this policy at any time. Changes will be communicated to customers via email and posted on the company website. The policy in effect at the time of order placement will govern that order.

This policy is provided for informational purposes. Consult a qualified legal professional to ensure compliance with applicable federal, state, and local consumer protection laws before publishing.