Last updated October 27, 2026
Cancellation & Returns
Here's how cancellations, returns and refunds work for water heaters bought on NewWaterHeater.com.
Cancel before your water heater is ordered
You can cancel for a full refund of the amount you paid us any time before we order your water heater from our supply partner. Contact us as soon as possible by email or phone with your order number.
Cancel after ordering, before installation
If your water heater has already been ordered or delivered but not installed, you may cancel and return it unused and in its original packaging. We will refund the amount you paid us, less any [restocking fee of X%] and any return freight charged by our supply partner. We will tell you the exact amount before you confirm the cancellation.
After installation
Once a water heater has been installed it cannot be returned. Product defects are handled under the manufacturer's warranty; we will help you start a warranty claim. Issues with the installation itself are handled by your Installer under their workmanship warranty.
Installation fee
The $499 flat-rate installation fee is paid directly to your Installer on install day, not to us, so it is not refunded by us. If you cancel before install day you do not owe the Installer this fee. Any charges for extra parts or code upgrades are agreed between you and your Installer.
Rescheduling
You can reschedule your install date by contacting us or your Installer at least [48] hours before your appointment, subject to availability.
If we cancel
If we cannot fulfil your order — for example the product is unavailable or no Installer can serve your address — we will cancel it and refund the amount you paid us in full.
How refunds are paid
Approved refunds are issued to the original payment method through Stripe, normally within 5–10 business days after approval depending on your bank.
Questions? Contact us at info@newwaterheater.com · 1-800-381-1698. See also our Privacy Policy, Terms of Service and Cancellation & Returns.