Archives: FAQ's

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Each size unit on the website specifies the room size it caters for. You can calculate the square meterage of your room by multiplying the length x width. If your installer who delivers the unit determines the size of unit is too small for the application for which you intend to use it he will recommend that you exchange it for a bigger sized unit. He will then take the unit back and return it with a bigger size, or you can return the unit to [company_name] via the installer for a full refund by [company_name] provided your unit is in line with requirements listed as per return stipulations)

• Log your exchange/refund request on the website or via email
• Prepare the return parcel and pack the product in its original packaging
• Collection will be arranged through our courier partner at a time suitable to you
• In the case of aircons or heat pumps, collection will be through the dealer/installation company authorised by [company_name] that delivered the unit to you and he/she will arrange to collect the unit back from you.

  1. Faulty products:

A refund or exchange will be arranged in the case of a faulty product at no charge, provided:

• it is undamaged and unused
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
• it is not missing any accessories or parts; and
• you log a return on the Website contact us page or email us within 7 days of delivery to you; and
• it has not been installed in the case of aircon units. If the unit has been installed standard warranty and procedures will apply.

Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 8 days of the return. Please bear in mind that refunds can take 5 – 10 working days to reflect in your account depending on the banking institution you make use of. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

  2. 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 log a return on the Website contact us page or email us 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 5% on total purchase price for transportation fees which will be deducted from the amount refunded to you.

Check that the card number, card name and expiry date is entered exactly as it is on the front of your card. Check that your 3 digit CVC number on the back of the card is also entered correctly. Ensure the two factor banking authentication is also completed and OTP entered to complete the purchase.

We don’t do phone or face to face orders. You can only order/purchase online but are more than welcome to call our Client Concierge team to assist with any queries or questions regarding any of our products or services.

If you no longer want to receive the order you can log a cancellation via email, this needs to be done on the same day that your order is placed before the order goes out for delivery the following day. If you wish to log a return, you can do so by email on receiving your parcel. The item will then be collected from you free of charge, and a refund (or exchange, if requested) actioned once the items are returned to our warehouse.

If any changes are needed once an order is placed, please mail us at [company_email] and we will do our best to accommodate you with any request.

Our courier partner will call ahead of delivery to confirm date and time of delivery best suited to you. You can also call, whatsapp or mail us should you wish to enquire about the status of your delivery.

Our website never closes – you are free to purchase 24 hours a day, 365 days a year. Our Client Concierge team are available via email and will respond within 24 hours during working hours.

Your invoice will come from the installer authorised by [company_name]; who will be responsible for delivering and installing the unit (where applicable).

All payments go through PayGate and have various options such as credit card, debit card, EFT etc.