Returns and Warranty Policy

Exchange & Return

Want to exchange?

We allow you to exchange a product, at no charge, provided:

1. it is undamaged, unused and unopened, with the original labels, stickers and seal’s still attached;
2. it is not missing any accessories or parts;
3. you send an email to office@aircons24.com within 7 days of delivery to you or collection by you of the unwanted product.  
4. any exchange that exceed the 7 day period or which the packaging/seal of the item has been opened, will incur a 10% handling charge, R450,- administrative fee and the cost equal to the courier.
5. Aircons24 reserves the right to accept exchange of goods.

In such a case, we will collect the product from you and deliver the requested product to you. If such variation is not available, we will credit your account with the purchase price of the product less costs within 14 – 21 days of the return. The same policy applies to items that have been exchanged for a special price/deal. We are entitled to inspect the product to validate your return.

 

Want to return?

You can return an unwanted product to us, provided:

1. It is undamaged, unused and unopened, with the original labels, stickers and seals still attached;
2. It is not missing any accessories or parts;
3. You send an email to office@aircons24.com within 7 days of delivery to you or collection by you of the unwanted product.  
4. All returns will incur a R450,- administrative fee and the cost equal to the courier.
5. Any returns that exceed the 7 day period or which the packaging of the item has been opened, will incur:

1.  a 10% handling & admin charge from purchase price
2.  and the cost equal to the courier costs

which will be deducted from the amount refunded to you.

1. Standard Call Out Rates will be charged for all cancellations of Installations if a technician was on site.
2. De-Installation of Air Conditioners/Swimming Pool Heat Pumps will be the responsibility of the customer. Alternatively, Aircons24’s standard de-installation rates will apply.
3. Aircons24 reserves the right to accept return of goods that exceed a 14 day time frame from delivery to return request or items that have damaged or opened packaging.
4. All Spares including PC Boards will not be accepted for return or exchange.

All refunds are processed for payment within 14-21 working days after request. Refund lead times subject to stock return confirmation. Normal banking transfer lead times apply.

 

Preparing your products for a return

To ensure your request is approved & processed as quickly as possible you are responsible for the following when returning your products;

• de-install and package your products safely and securely for protection during transit;
• clearly mark your return reference number on the outside of the parcel; and
• include all accessories and parts that were sold with the product

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

 

Additional Charges

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item. If you return a product that does not comply with this Policy, you may be liable to reimburse Aircons24 for the cost of collecting the product from you and the cost of having the product returned to you.

 

Changed your mind? Unwanted Products

In the case of unwanted products, you can return the item to us provided:

• it is undamaged and unused, with the original labels and stickers still attached;
• it is not missing any accessories or parts;
• you contact us via email within 7 days of delivery to you
• aircon and heat pump products that have been installed are not eligible for return, and standard warranty and procedures will apply

For unwanted products there will be a collection charge of 7% on total purchase price for transportation fees which will be deducted from the amount refunded to you.

 

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us immediately of such delivery/collection by sending an email to office@aircons24.com

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your exchange, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product. All claims must be reported within 3 working days from delivery/collection.

Please inspect the packaging of your purchase for any physical damage before signing your proof of delivery. Aircons24 reserves the right to reject any damage claim if the product was signed to be received in good condition.

 

Defective products & Warranty claims

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

• faults resulting from normal wear and tear;
• damage due to poor or unqualified installation;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care or maintain the product;
• damage arising from unauthorised alterations to the product;
• where the specifications of a product, although accurately described
• on the Website and generally fit for its intended purpose, do not suit you; and
• signs of handling and/or repackaging.

 

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 12 months after delivery / collection of the product (except in the case of an extended warranty, which is set out below).

You can do so via email, and we will arrange to check the installed product if installed by Aircons24, if not, we will require a detailed fault report from a registered technician. Once we have inspected the product and validated your warranty, we will submit the claim to the respective supplier. On approval of the claim by the supplier, we will arrange for your parts to be delivered to your supplied address. If the product was installed by Aircons24, we will facilitate the replacement of the part with an accredited technician. If parts are not available or the product can not be repaired, we will replace the product. Any claim outside the 12 month period will be for the customers account.

All labour charges for warranty claims on installations not executed by an approved Aircons24 installer will be for the customer’s account.

Aircons24 reserves the right to reject a warranty claim if the installation was not executed by an approved AC Direct installer.

Note: The customer is responsible to register the purchased product on the manufacturer’s website.