OLMO · Customer care

Let’s get your request to the right team.

Request a return, report an order issue, or ask about a cancellation. Share the details once so our team can review your order and explain your next steps.

  1. 01
    Tell us about the order

    Order details, affected items, and condition.

  2. 02
    We review your request

    Our team checks eligibility and supporting information.

  3. 03
    Receive your next steps

    If approved, we provide authorization and shipping instructions.

Please keep the equipment and packaging.

Do not send equipment to our business address or arrange a return shipment until our team provides written instructions. For a time-sensitive cancellation or significant delivery damage, call 214-452-5143 promptly; this form does not stop shipment.

Fields marked * are required. One order per request; add each affected model below.

01 Your order & contact details

Use the purchasing email so we can locate and verify the order.

One order per request. Include the # prefix if it appears on your confirmation.

02 Request details

Describe the reason, when you noticed it, any damage or error codes, and the outcome you are requesting. For a cancellation, list the items to cancel. Do not include payment card details.

03 Items to review

Include only the items affected by this request. For a complete-order cancellation, list each model and quantity. Installed equipment can be reported for support review; this does not make it eligible for a standard return.

Item 1

Copy the model from the order or equipment label. If missing, enter the product name.

For multiple units, match each serial number to its model. Do not open sealed packaging just to find a serial number.

04 Photos, delivery & supporting details
Help us review your request without extra back-and-forth.

Use the links field below, or email photos to support@olmohvac.com with your order number. This form accepts links, not file attachments. You can still submit if photos are unavailable; our team may need them before deciding the request.

support@olmohvac.com

Paste viewable links to the model / serial label, all sides of the unit, packaging, accessories, and any damage. For freight damage, include the delivery receipt and shipping label. Share only documents relevant to this request; hide payment and unrelated personal details.

For a possible freight return, include the pickup address if different from the order, carton / pallet count, and whether a dock, forklift, liftgate, or appointment is needed. Our team confirms arrangements after review.

05 Review & acknowledgment
Before you agree
  • Standard eligible returns: within 30 days of delivery; Open Box requests: within 7 days. Used, installed, or modified equipment is not eligible for a standard return.
  • The policy generally lists 10% restocking for unopened / unused items, 20%–50% for opened or damaged packaging, and 20% for eligible Open Box returns. Eligibility and condition are reviewed.
  • Applicable outbound and return freight may be deducted. Cancellation fees of approximately 4%–6.5% may apply after processing begins and before shipment. Approved exceptions, including our error, follow the policy.
  • Approved refunds go to the original payment method after inspection. Allow up to 10 business days after the return is received for inspection and refund processing; bank posting times vary.

This summary does not replace the full policy. Damage reports, incorrect-item reports, and warranty requests are reviewed according to their circumstances.

Read the full return policy (opens a new tab)Terms of Service (opens a new tab)

Your information is used to review and respond to this request. Privacy policy

No return label, refund, or cancellation is issued automatically. Our team will confirm the next steps.