We Stand Behind
Every Product We Sell
All products sold by HVAC Direct carry manufacturer warranties. We're here to help you understand your coverage and make the claims process as straightforward as possible.
Warranty Periods by Product Category
Warranty periods vary by product type and brand. The table below reflects standard coverage — some premium brands offer extended terms.
| Product Category | Compressor | Parts | Labour |
|---|---|---|---|
| Split & Inverter Air Conditioners | 5 years | 2 years | 1 year |
| Cassette & Underceiling Units | 5 years | 2 years | 1 year |
| Portable Air Conditioners | 2 years | 1 year | 6 months |
| Domestic Heat Pumps | 3 years | 2 years | 1 year |
| Swimming Pool Heat Pumps | 3 years | 2 years | 1 year |
| Commercial Refrigeration | 2 years | 1 year | 6 months |
| Home Appliances | N/A | 1 year | 6 months |
| HVAC Accessories & Pipe Kits | N/A | 6 months | N/A |
Warranty periods are from the original date of purchase. Proof of purchase is required for all warranty claims. Some brands may offer extended warranty terms — refer to the product documentation supplied with your unit.
What Is & Isn't Covered
Covered Under Warranty
- Manufacturing defects in materials or workmanship
- Compressor failure under normal operating conditions
- Electrical component failure not caused by external factors
- Refrigerant leaks originating from factory-sealed components
- PCB (circuit board) failures under normal use
- Fan motor failures under normal operating conditions
Not Covered Under Warranty
- Damage caused by improper installation or non-certified installation
- Physical damage, dents, scratches, or accidental breakage
- Damage caused by power surges, lightning, or unstable electricity supply
- Failure due to lack of regular maintenance or servicing
- Consumable parts such as filters, remote control batteries, and drain pipes
- Damage caused by incorrect voltage or electrical supply
- Corrosion damage in coastal or chemically aggressive environments (unless corrosion-resistant model)
- Units modified or repaired by unauthorised service providers
- Normal wear and tear over time
- Damage caused by pests, insects, or foreign objects entering the unit
How to Make a Warranty or Returns Claim
Follow these steps to ensure your claim is processed quickly and efficiently.
Contact Our Support Team
Call us on 081 600 1092 or email [email protected] within the applicable returns window. Have your order number and proof of purchase ready.
Receive a Returns Authorisation
Our team will assess your request and, if approved, issue a Returns Merchandise Authorisation (RMA) number. Do not return goods without an RMA — they will not be accepted.
Package & Ship the Unit
Repack the unit securely in its original packaging where possible. Clearly mark the RMA number on the outside of the box. Arrange courier collection or drop-off as instructed.
Assessment & Resolution
Once received, our technical team will inspect the unit within 5–7 business days and determine whether a repair, replacement, or refund is applicable.
Repair, Replacement or Refund
We will repair or replace the unit, or issue a refund to your original payment method. You will be notified of the outcome and expected turnaround time.
Important: Retain Your Proof of Purchase
All warranty and returns claims require a valid proof of purchase (tax invoice or order confirmation). HVAC Direct retains digital records of all orders placed through our platform — if you have misplaced your invoice, contact us with your order number and we can retrieve it. Claims submitted without proof of purchase cannot be processed.
Warranty & Returns FAQs
Answers to the most common questions about warranty coverage and the returns process.
Does my warranty require professional installation?
Yes. For air conditioners and heat pumps, the manufacturer warranty is only valid if the unit was installed by a certified technician holding a valid SAQCC Gas (F-Gas) registration. DIY installation will void the warranty. HVAC Direct offers professional installation services — contact us to arrange.
How do I register my warranty?
Most brands require warranty registration within 30 days of purchase. Registration details are included in the product documentation. If you purchased through HVAC Direct, we retain your purchase records and can assist with warranty claims on your behalf.
What happens if my unit is no longer repairable?
If a unit under warranty is deemed beyond economical repair, we will replace it with the same or equivalent model. If the exact model is discontinued, a comparable unit of equal or greater value will be offered.
Can I return a unit if I simply changed my mind?
We accept change-of-mind returns within 7 days of delivery, provided the unit is unused, in its original sealed packaging, and in resalable condition. A 15% handling and restocking fee applies. Return courier costs are for the customer's account.
What is the warranty on installation labour?
Our installation workmanship is guaranteed for 12 months from the date of installation. If a fault arises that is directly attributable to our installation work, we will rectify it at no charge within this period.
My unit is making an unusual noise — is this covered?
Unusual noises can indicate a mechanical fault that may be covered under warranty. Contact our support team with a description or video of the issue and we will advise whether a warranty call-out is applicable.
How long does a warranty repair take?
Most warranty repairs are completed within 5–10 business days once the unit has been received at our service centre. Complex repairs or parts that need to be ordered may take longer — we will keep you updated throughout the process.
Need to Log a Warranty Claim?
Our support team is available Monday to Friday, 8am–5pm. Have your order number and a description of the fault ready.
Shop with Confidence
Every product in our catalogue is backed by a manufacturer warranty. Browse our full range and buy with peace of mind.