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All Packages Now Proudly Shipped with UPS Flex Partial Insurance!
We offer reliable two day and ground shipping throughout North America. In stock products purchased before 2:30 PM PT Monday - Friday are shipped that day, with the exception of Federal Holidays. In stock product purchased after 2:30 PM PT, will either be shipped that day or the fallowing business day. All products are now proudly shipped and covered with UPS’s top-rated Flex Partial at our expense. (Ground shipping time range from 2 – 10 days depending on your location.)
If you know what you want and need, and are just looking for the best deal, please order after reading the below policies. If you do not know for sure whether or not you want or need the tankless heater, whether or not it will fit, can be installed properly, or anything else that may cause you to want to return or exchange the unit you are about to buy, it is a good idea to wait to make sure of what you need before ordering. If you order a tankless water heater or any other products from this website, and want to return them you of course can, but will have to pay for the cost of shipping. No refunds or exchanges can be provided for damaged or installed items. If you have any questions give us a call, or send us an email, and we will be happy to clear up any confusion before you buy.
Refund and Exchange Policy for Damaged Products:
Each item ordered from this site is shipped with UPS Flex Partial Insurance. Flex Partial Insurance provides loss, theft and damage protection. If an item shows up damaged a claim has to be filed within 72 hours of its delivery. If box shows up damaged please check the products and report any damage as soon as you can by providing an email and photos to firstname.lastname@example.org. If it has been more than 72 hours after a package is received a claim cannot be filed. UPS will provide compensation only after going through the claim process. We will provide all documentation and help with UPS claims in any way we are needed to. The customer must also provide UPS access to the package and allow them to inspect it.
Rheem Tankless Heaters.com and Tankless Water Heater Depot.com is not responsible for broken, defective or damaged products. All units ordered from this site are covered by Rheem's manufacture warranty. Broken and defective units are able to be replaced only after calling Rheem tech support, and getting a case #. Rheem Tech Support: 1-800-434-8373.
Reem Tankless Heaters.com and TanklessWaterHeaterDepot.com does not provide refunds, exchanges or returns for damaged products including but not limited to dents, scratches, scrapes and smudges to unit's covers. Rheem tankless water heaters and installation products ordered from this site are brand new when they are picked up by UPS. If the units or installation products ordered from this site are broken, lost, stolen or damaged during the shipping process the customer and shipper are responsible. If a unit or installation product suffers cosmetic damage while being shipped and the customer would like a refund or a new product a UPS claim has to be filed and won. Replacement covers are also available in case of cosmetic damaged occurs during shipping. If the customer prefers to not wait on a UPS claim.
We do everything we can to ship these units and installation products as safely and securely as possible to try to get them to our customers without damage. This is very important to us and is the reason we bubble wrap each of the gas and propane units before shipping it and secure the pre-wired temperature controller. Cosmetic does not happen often. However, if the unit is going to be used in a show room, resold, or it is important to the customer that the tankless water heater’s original cover does not have cosmetic damage, in addition to bubble wrapping the unit we can double box and double foam the package for a $15 material and handling charge. This does not guarantee that unit will not have damage. However, there never has been one, and if the unit has been double boxed and padded and the unit's cover is damaged, we will send a replacement cover free of charge if the customer does not want to wait for the UPS Claim. If the customer did not choose to have the box double boxed and padded and would like a replacement cover we will provide it at cost (which is around $30), if the customer does not want to wait for a UPS claim.
If you received a unit with a damaged cover this does not void the manufacture warranty. All units are brand new and fully covered by the warranty. Install the unit, and if there are issues with the tankless water heater contact Rheem customer support at 1-800-432-8373. All warranty and exchanges for defective products must be done through contacting Rheem customer support directly. If the unit needs to have parts replaced, or the unit exchanged, it will be done through Rheem and the unit's warranty, after the unit has been installed and tested with Rheem tech support, not through Rheem Tankless Heaters.com. or TanklessWaterHeaterDepot.com. RheemTanklessHeaters.com and TanklessWaterHeaterDepot.com does not directly provide warranty support or replacement products, with the exception of replacement covers without a Rheem Case #.
Refund and Exchange Policy for Lost and Stolen Packages
Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com is not responsible for lost or stolen products/packages.
Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com does not provide refunds, exchanges or returns for lost or stolen products/packages. (Claims have to be filed through UPS)
Customers and the shipper are responsible for lost and stolen products once they are picked up by UPS. If products are lost or stolen while being shipped, and do not get delivered, their value has been declared at our expense. UPS will provide compensation after going through the claim process. We will provide all documentation and help with UPS claims in any way we are needed to. UPS will not provide compensation for theft of packages once they are dropped off or delivered. We strongly recommend customers are there and sign for the packages to prevent theft.
Cancelled Orders Refund and Exchange Policy:
Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com cannot cancel orders or provide full refunds or returns for any reason once the products are shipped.
If a customer places an order and decides before the unit is picked up by the shipper that they would like to cancel their order, they can by calling us at 206-473-9836 .
If you just placed an order and have not yet received your UPS tracking code, if you call to request to cancel it and get our voice message service please leave your name, the unit/model # you ordered, and best phone # to call you back at.
As long as the unit has not been shipped the transaction will be void. However, once the unit is picked up by the shipper we are not able to provide a refund for the shipping charges and have to charge a credit card processing fee/restocking fee.
General Refund and Exchange Policy:
Customers are responsible to order the correct unit and installation products. If you are not sure which Rheem tankless on-demand water heater is best for you, make sure to research, or call with you questions and we will be more than happy to help make sure you select the best unit for your needs. Even if the customer calls it is their responsibility to order the correct unit, as we can only go off the information we are given.
If the customer accidentally orders the incorrect unit or installation products and would like to return or exchange them within 90 days of their purchase, we can do that, but at the customer’s expense and a $30 restocking fee on Gas and Propane tankless water heaters and a $15 restocking fee for electric units and installation products for returns. There is not restocking fee for exchanges. The customer is responsible for setting up and paying for the return shipping. Once scheduled, customers need to email the tracking code to email@example.com. After we receive the unit it will be inspected. Any units damaged, missing parts, or installed will be rejected and shipped back to the customer at their expense. This includes dents, scrapes and other cosmetic damage the unit may have suffered while being shipped.
We cannot schedule the shipping for the replacement unit or issue a refund until the original unit is received, inspected and passes as complete, undamaged and not installed. If the customer would like the replacement unit sent before the original unit is received and inspected, they would need to buy the unit as a separate transaction. For exchanges once inspected the customer will then pay or be refunded any price difference, as well as the shipping of the new unit, before we can ship it. For returns the customer will have their card refunded the price of the product minus the $15 or 30 restocking fee. We cannot provide refunds for shipping costs. If your unit came with free shipping, we still had to pay for shipping. That shipping cost is not refundable and will come out of the refund. We cannot provide refunds after 90 days regarless of the condition of the product.
Exchange Policy If We Sent the Wrong Unit or Product:
Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com provides exchanges at our expense only if we shipped a unit and/or installation products that are different from what is on the customer’s order. We do not provide refunds, but will exchange the incorrectly shipped unit or products for the correct one, at our shipping expense and do not charge a restocking fee.
If you received a product that is different from what you ordered, please call us at 206-473-9836.
When calling have the name of the customer who ordered and email a photo of the incorrect unit’s model # or installation product to firstname.lastname@example.org, so we can verify the product in question is different from what was ordered.
Once we verify the mistake we will schedule and pay for the pickup of that incorrect product and ship the product that was ordered. When UPS delivers the correct unit they will pick up the unit we sent incorrectly.
Return Address: 8925 Orion Dr. NE Suite A Lacey, WA 98516
Defective Units or Units Needing Service
If you receive you unit that is defective or if you bought a unit and you are now receiving an error code, please contact Rheem tech support. All warranty and exchanges for broken or damaged products must be done through contacting Rheem customer support. They will provide you a case number and first try walking you through some trouble shooting steps. If you are not able to resolve the issues with your tech support professional, they may need to speak with your qualified installer, before providing warranty service or exchange. If your unit needs to be serviced or replaced Rheem tech support has to first provide us with confirmation. We are not able to refund or return defective units, it has to be done though Rheem customer support.
Rheem Customer Service / Tech Support: 1-800-432-8373
Check RTEX Unit's for Discounts Well Below the Advertised MAP Pricing
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All Our Gas & Propane Rheem Tankless Water Heaters, including -1 models, come Exclusively with PreWired Controllers, so you Don't have to Hire an Electrician Saving You Time & Money!!!