Refund and Returns Policy
NewTown Energy Heating + Cooling Inc.
Phone: (289) 312-2010
Email: info@newtownenergy.ca
We stand behind the equipment we sell and the work we install. This policy follows your rights under Ontario's Consumer Protection Act, 2002. If anything in this policy ever conflicts with those rights, your legal rights govern.
Cancelling your agreement (10 days)
You may cancel your agreement at any time during the period that ends 10 days after the day you receive a written copy of it. You do not need to give a reason. This applies whether or not the equipment has been installed. If you cancel, we remove the equipment and refund every payment you made within 15 days of your notice, and we return anything you traded in, or refund its allowance value.
If you asked us to begin the work within those 10 days, we are entitled to reasonable compensation for the goods and services you received before you cancelled, except for goods we can take back.
If we do not deliver or start by the date in your agreement, and 30 days pass, you may cancel at any time before we deliver or start, unless you agree to the new timing.
To cancel, send us notice at info@newtownenergy.ca or 31-940 Saint David Street North, Fergus, ON N1M 0L7, by any method that lets you prove the date you sent it. Until we collect the equipment, please take reasonable care of it.
Store purchases not yet installed
Equipment or parts bought from our store that have not been installed can be returned in the original packaging within 30 days of delivery for a refund. Contact us first so we can arrange the return. Special order items are covered by the cancellation rights above.
After the 10 days
Once the 10 day period has passed, installed equipment cannot be returned for a change of mind. It stays covered by the manufacturer's warranty, and installations from NewTown Energy are backed by our 15 year parts and labour warranty. If something is not working the way it should, call us and we will make it right.
How refunds are paid
Refunds go back to the original method of payment. Cancellation refunds are paid within 15 days as set out above. Approved store returns are refunded once we receive and inspect the item.
Contact us
To cancel, return something, or ask a question, call (289) 312-2010 or email info@newtownenergy.ca. Our hours are Sunday to Friday, 7:00 AM to 7:00 PM. We are closed Saturday.