Refund policy
Returns
We accept returns within 30 days of delivery, provided the item is in its original condition. Rooftop air conditioners, ceiling assemblies, thermostats and parts must be uninstalled, unused and unwired, with all hardware included, and must be returned in their original packaging. A rooftop unit that has been mounted to a roof or powered up is not eligible for return. All returns are subject to a 10% restocking fee. Items shipped from third-party vendors may be subject to their own restocking fees, not to exceed 25%. All exchanges are processed as returns. Once your return is approved, you may place a new order for the replacement item. Shipping costs are non-refundable. For items advertised with free shipping, the actual shipping expenses incurred will be deducted from the refund amount. Return shipping is the customer’s responsibility.
Fit Guarantee
If a Kate RV complete kit does not fit the roof opening, airflow type (ducted or non-ducted), heat type or control listed on the kit page, our Fit Guarantee (katerv.com/pages/fit-guarantee) applies instead of the standard return terms: no restocking fee, we cover return shipping, and you choose a replacement kit or a full refund. The Fit Guarantee covers complete kits only, not individual components.
Cancellations
Order cancellations are subject to a 5% cancellation fee. If financing (Shop Pay Installments, Affirm, etc.) was used to complete the purchase, the cancellation fee increases to 10%. Orders cannot be cancelled once they have shipped and will instead be treated as a return, following the policy outlined above.
To start a return or cancellation, email support@katerv.com with your order number.
Shipping damage
Inspect every carton on delivery. If a unit or part arrives damaged, email support@katerv.com within 24 hours of delivery with your order number and photos of the carton and the damage. We file the claim with the carrier and ship a replacement once the claim is accepted. Keep the carton and the product until the claim is closed. Damage reported after 24 hours, or without photos, must be filed with the carrier directly and we cannot guarantee the outcome.
Dead on arrival
If a unit arrives with no visible damage but does not operate, email support@katerv.com within 7 days of delivery with your order number, the model and serial number from the rating plate, and a description of the fault. We coordinate the replacement with the manufacturer. After 7 days, the product is covered by the manufacturer’s warranty (Coleman-Mach: 2-year limited, serviced through Airxcel authorized service centers) and claims go through the manufacturer.
Exceptions / non-returnable items
Certain types of items cannot be returned: rooftop units that have been mounted or powered, ceiling assemblies and control boxes that have been wired, heat strips that have been installed, and any product with cut, drilled or modified parts. Please confirm your roof opening size, ducted or non-ducted ceiling, and existing control before purchasing. Our guides (katerv.com/pages/guides) cover each check in a few minutes.
We cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, email support@katerv.com.