Scratch-N-Dent Policy

Scratch-N-Dent Policy

Scratch-N-Dent items are HVAC products that have incurred some type of damage during transit. Most are in excellent condition with the exception of some cosmetic damage. Scratch-N-Dent items are available for sale on our Web site as they come available. Most Scratch-N-Dent orders will ship within two business days from the time the order was placed.


All Scratch-N-Dent equipment ships free. Items ordered with equipment also ship free. Most Scratch-N-Dent orders will ship within two business days from the time the order was placed. Please see our Shipping Policy for more details.


All Scratch-N-Dent sales are final. Orders cannot be cancelled once placed. Equipment cannot be returned.


Unless specified in the Scratch-N-Dent product description, all internal parts on our Scratch-N-Dent items are under warranty for the timeframe specified by the manufacturer. This product warranty is double-backed by Alpine Home Air Products.

External cases and frames are not warrantied, nor are parts that have pre-existing, specified shipping damage as noted in the product description. Labor warranties are not provided and will not be honored, although you may be able to arrange for this with a local contractor. Shipping costs on warranty parts are not included.

Please be aware that most of the manufacturers of these equipment products sold on our site have no provision to provide warranty replacement parts or technical support to you directly, since they only work through dealers such as your local heating and air conditioning contractors. If you choose to install the products yourself (which is not recommended for furnaces), please be aware of two important things:

  1. You need to have a licensed heating and air conditioning contractor of your choice inspect and start up your unit after you install to validate the warranty with the manufacturer and with us. Almost any licensed heating and air conditioning contractor in the United States and Canada can provide this service for you since the products we sell are very common and well known in the trade. A licensed contractor will usually charge about $75 to $150 to provide this service, depending on the product.
    We can help you get a licensed contractor to perform an inspection and start-up for your equipment. This is a free service we offer to you with your purchase. Please click here to learn more about our Pro Installation Program.
  2. In the event you should have a problem with your product within the warranty period, it is recommended that you contact that same licensed heating and air conditioning contractor to process your warranty claim with the manufacturer for you and to provide you with new parts. Do not contact the manufacturers for help directly as they have no arrangement to service consumers this way. Also, be advised that unless a licensed contractor has installed the product himself, he will have to charge you his labor fee to process your warranty and to install the warranty parts for you if you choose to have him do this.

To process a warranty claim through Alpine Home Air Products, please call Customer Service at (800) 865-5931 or email us at [email protected] .

In order for Alpine Home Air Products to process a warranty part claim for you, you will need to provide a copy of your licensed contractor’s receipt indicating that you had a licensed contractor either install or inspect your equipment before start-up. The licenced contractor should be a professional whose contact information can be verified in a phone directory. We will also require verification in written form from your licensed contractor that the part in question is in fact defective.

Without a receipt from a licensed contractor, we cannot process warranty parts or claims for you on any of the products you buy here.

If your licensed contractor discovers internal damage to the unit that resulted from shipping, Alpine Home Air Products will reimburse you for the cost of the part. Labor costs to reinstall or repair the damaged part will not be covered.

If your part is under warranty and you choose to process your warranty through Alpine Home Air Products rather than through your licensed contractor, please select from the following two options:

  1. Purchase the new part from Alpine. On receipt of the old part, we will credit your account less shipping costs for the new part.
  2. Send the defective part back to Alpine. Upon receipt of the defective part, we will send you a new part at no cost, but will request payment information to cover shipping costs.


All replacement parts for Scratch-N-Dent equipment purchased at Alpine Home Air Products are available for sale by special order. Please call Customer Service at (800) 865-5931 or email us at [email protected] to special order replacement parts.

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