Free standard shipping and returns on all orders

Free standard shipping and returns on all orders

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Returns, Exchanges, & Warranties

We want you to love what you ordered—but if something’s off, here’s how we handle returns, exchanges, and warranty support.

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Returns

We accept returns on most items within 30 days of delivery as long as they are:

  • New and unused
  • In their original packaging
  • Not custom-made, installed, or altered

To start a return, you’ll need a Return Merchandise Authorization (RMA).
Email us at CustomerSupport@AmericanGasWorks.net with:

  • Your name and contact info
  • Order number
  • Brand, model, and item(s) you’re returning

Returns sent without an RMA will be refused.

  • If we made a mistake: We’ll cover return shipping and waive restocking fees.
  • If you changed your mind: You’ll be responsible for return shipping, and a 25% restocking fee will apply.
  • If you’re exchanging an item: We typically waive the restocking fee to make the process easier for you.

We Cannot Accept Returns If:

  • The item is returned more than 30 days after delivery
  • The item has been installed, used, or is missing parts
  • The original packaging is missing or damaged
  • The item is a custom order or final sale
  • The item is already in the warranty process

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection.
Approved returns will be refunded to your original payment method, less any applicable fees.
Please allow 1–2 weeks for processing and posting to your account.

If you haven’t received your refund yet:

  1. Check your bank or card account
  2. Contact your payment provider
  3. If it’s still not showing up, reach out to us

Exchanges

We offer two exchange options:

  • Standard Exchange: Return your item first. We’ll issue credit and process your new order.
  • Expedited Exchange: Need your new item faster? We’ll ship the replacement right away and apply credit once the original item is received.

All standard return eligibility and conditions still apply to exchanged items.

Warranties

If your item arrives defective or develops an issue within the warranty period, we’ll help you navigate the manufacturer’s warranty process.

Once a product is installed or used, it is no longer eligible for return and becomes a warranty matter. Warranty terms are determined by the manufacturer, not American Gas Works.

Depending on the manufacturer’s process, you may be:

  • Asked to return the defective part for inspection
  • Sent a replacement part directly
  • Credited after the item is reviewed and approved by the manufacturer

Some warranty claims may require a temporary charge for the replacement part, which will be refunded once the original item is returned and inspected.

American Gas Works is not responsible for reimbursement of labor costs, missed appointments, or project delays resulting from defective items.
We strongly recommend waiting to schedule installation until your order has arrived and been fully inspected.

Sale Items

Unless otherwise noted, sale items are considered final sale and cannot be returned or refunded.
Only regularly priced items are eligible for return or exchange.

Return Shipping Notes

If you’re returning an item over $75, we highly recommend:

  • Using a trackable shipping method
  • Purchasing shipping insurance

We are not responsible for return shipments that are lost or damaged in transit.
Refunds can only be issued after the item has been received and inspected.

Need help with a return, exchange, or warranty claim?
Email us anytime at CustomerSupport@AmericanGasWorks.net and we’ll guide you through the next steps.