At our organization, customer satisfaction is of utmost importance. If you find yourself dissatisfied with your purchase, you are welcome to return the product to us. We will proceed to either credit your account or issue a refund in accordance with the terms outlined below.

 

Returns & Refunds

1.       Logging a return

a.       You have a period of 7 days to return your product from the date of purchase, provided that the product is unused and packed in the original unopened packaging as received.

b.       Log a return by emailing us at sales@velocityair.co.za  Please include your order/Invoice number and reason to return.

 

2.       Cancelled orders

a.       Any cancelled orders on the Velocity Air Pty Ltd online store will be subject to a 0% admin charge. We reserve the right to cancel any order for which payment has already been received. This may occur if stock is depleted, or the quality of goods ordered does not meet our standards. Should we exercise this right, the user will receive a full refund.

b.       Any questions regarding the standard and quality of products bought by the user can be sent to us via sales@velocityair.co.za

 

3.       Damaged items

In the event that you wish to return a product due to damage, please reach out to us directly on sales@velocityair.co.za . We ensure that we do not dispatch damaged goods, and any damage incurred will be solely attributed to the courier during transit.

a.       Should you wish to return the product, please be advised that you will be responsible for the courier/postal fees associated with returning the product to our facility.

b.       Once we have received and inspected the product, we will process your return.

c.       If no fault is identified with the product, we will return the product to you and charge you will be liable for the courier/postal fees.

d.       If a fault is determined, we will refund your account with the purchase price of the product within 10 days of the return.

Warranty

This policy outlines what is covered under the warranty, the duration of the coverage, and the terms and conditions that apply. This warranty is subject to maintenance agreement set out in service schedule at the end of this policy. Should the equipment not be serviced as per the schedule, this warranty will become null and void.

1.       Coverage

a.       This warranty does not cover defects as a result of incorrect assembly, defective workmanship or faulty material.

b.       It does not extend to repairs, replacements of spare parts, maintenance or service necessitated directly or indirectly by wear and tear, maltreatment of product, misuse, improper installation or operation neglect, connection to an incorrect voltage, accidental damage or work affected by persons other than an authorised Velocity Air agent.

c.       In cases of dispute, repairs, replacement of spare parts, maintenance and services shall be deemed to be beyond the scope of this warranty unless the purchaser is able to prove the contrary.

d.       Velocity Air Pty Ltd shall not be liable for damages to PC board, remotes, motors or compressors caused by transportation, floods, wildfires, lightning, accidents, load shedding or other events beyond the company’s control.

e.       All air conditioners must be installed by an authorised and registered installer.

f.        All air conditioners must be serviced 6 monthly by an authorised and registered installer.

g.        All invoices must be kept in case of a warranty claim. These will have to be accompanied with the claim and sent to the supplier.

 

2.       Warranty terms

a.       Compressor Warranty

·         3 or 5 warranty on the compressor depending on the model of the air conditioning unit. Applies to the compressor if the unit is installed in accordance with the parameters outlined in the specifications sheet.

·         Proof of compliance with installation parameters is required for warranty claims.

 

b.       Comprehensive Warranty

·         1 year warranty on all other spare parts, except:

          i.      Body panels

          ii.      Barrel/drum and fan blade

          iii.      Outdoor fan blade

 

c.       Remote control

·         Warranty is limited to out of box condition.

·         Once the remote is handed over to the client no further warranty will apply

 

d.       Additional Requirements

·         A surge protection is mandatory for all inverter units.

·         Isolators are required for sizes 18000btu and above for any warranty claim to be entertained.

 

3.  Claims Process

a.       the Warranty Card for the product (if applicable) is duly completed and timeously forwarded to the supplier at the time of purchase.

b.       The installer of the air-conditioner is an authorised and registered installer of the said air-conditioner.

c.       The installer initially attends to the reported fault. Velocity Air Pty Ltd air conditioners and the supplier of the brand will not be liable for the cost of the call-out or repair.

d.       If a faulty part is required to be replaced, such part would be provided under warranty at no charge by the relevant supplier.  A Report Form must be requested from Velocity Air Pty Ltd, duly completed by the customer and installer, and returned to Velocity Air Pty Ltd. The faulty part will be returned to Velocity Air Pty Ltd at the Customer’s cost, and the replaced part will be forwarded to the Customer at the cost of Velocity Air Pty Ltd. The fitment of the part and labour thereof would be undertaken by the respective Installer of the air-conditioner. Note: Velocity Air Pty Ltd and the supplier of the brand will not be liable for the cost of any call-out or repair.

Failing the attempt to resolve the problem with an air-conditioner, the following procedure is required:

3.1. Air-conditioners installed in Gauteng

a.       A call out form must be requested from Velocity Air Pty Ltd, duly completed by the customer and installer, and returned to Velocity Air-conditioners.

b.       Velocity Air Pty Ltd will liaise with the customer, who will then liaise with the installer, to meet at the site of the installation.

c.       Please note that a call-out fee of R600 will be charged if:

                                                                           i.      The Installer fails to meet the Suppliers technician on the time and date of the appointment.

                                                                         ii.      If the problem is because of a faulty installation or any factor beyond the functioning of the air-conditioner.

3.2. Air-conditioners installed outside Gauteng and its suburbs.

a.       A call out form must be requested from Velocity Air-conditioners, duly completed by the customer and installer, and returned to Velocity Air-conditioners.

b.       Based on the feedback from the installer, should the air-conditioner require repairs under warranty, then the unit shall be returned to Velocity Air-conditioners at the cost of the customer.

c.       The turnaround time for a warranty repair is approximately 14 working days from receipt of the supplier of the brand.

d.       The air-conditioner will then be returned to the customer at the cost of Velocity Air-conditioners.

Warranty on air conditioners (all parts included) is subject to the air-conditioner being serviced according to the service intervals prescribed by the relevant supplier of the brand, for the duration of the warranty period. Such services must be undertaken by an authorised and registered air-conditioning technician, and a copy of the service invoice must be forwarded to sales@velocityair.co.za within 15 working days of the service being done. A failure to comply with these terms will render the warranty null and void.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether. We will refund your courier cost once your return has been processed.

Questions regarding returns or refunds should be sent to us at sales@velocityair.co.za .

 

4. Transferability

a.       This warranty is to the original purchaser and dealer only and is not transferable.

We reserve the right to revise or modify our Returns and Refunds policy as deemed necessary. Any amendments will be promptly communicated on our website, and we encourage you to regularly review this page to remain updated. We strive to maintain your confidence in our products, and we are dedicated to providing you with a seamless and satisfactory experience.