Exchange Conditions

• Product must be unused, unopened, and in its original packaging with labels and seals intact.
• All parts and accessories must be included.
• Exchange request must be logged within 7 days of delivery or collection via our return portal.
• No admin fee will apply for exchanges logged within 7 days, but a handling fee of 10% and courier charges may apply where applicable.
• Late exchanges (beyond 7 days), or those with opened packaging, will incur:
  • 10% handling fee
  • Admin fee R350
  • Courier charges
• AC Direct reserves the right to approve exchanges on a case-by-case basis.
• Black Friday purchases are non-returnable to avoid deal duplication. If accepted, a R500 admin fee applies.

Return Conditions

• Product must be unused, unopened, and in original condition with all labels and accessories included.
• Returns must be logged within 7 days via our return portal.
• No admin fee will apply for returns logged within 7 days, but a handling fee of 10% and courier charges may apply.
• Returns logged after 7 days or with opened packaging will incur:
  • 10% handling fee
  • Admin fee of R350
  • Courier charges (waived if customer arranges return shipping)
• Installation cancellations after technician dispatch will be charged at standard call-out rates.
• De-installations are the customer’s responsibility, or AC Direct rates apply.
• No returns accepted on made-to-order items (e.g. Commercial AC units, Cold Rooms).
• No returns accepted for spares, including PC boards.

Refunds will be processed using the original payment method and issued within 14–21 working days after product return and confirmation. Bank transfer lead times apply.

Preparing Products for Return

To ensure a fast return process:

• De-install and securely package the item.
• Clearly label your return reference number on the parcel.
• Include all accessories and parts.

Failure to comply may result in delays or a declined return.

Additional Charges

• If any accessories or parts are missing, we may deduct their value or reject the return. If the return does not meet policy terms, return shipping costs may apply.
• A cancellation fee of R350.00 will apply for orders cancelled within the applicable lead time.
• AC Direct reserves the right to deduct this fee from the refund amount should the cancellation fall within the specified lead time.

Products Damaged on Delivery

If your product arrives damaged or with missing parts, please note it on the delivery slip and log a return on our return portal within 7 days.

Once validated, we’ll collect and inspect the product. If approved, we’ll repair, replace, or credit your account. Claims must be made within 7 working days. Please inspect your package before signing. If signed in good condition, damage claims may be rejected.

Standard Warranty

All products include a 12-month standard warranty against manufacturing defects.

What Is Not Covered?

• Normal wear and tear
• Unqualified or poor installation
• Negligence, misuse, or abuse
• Electrical surges or sea air corrosion
• Lack of maintenance
• Unauthorised modifications
• Signs of handling/repackaging
• All labour and call-out fees to replace parts under warranty
• AC Direct will not be held liable for courier costs or any labour charges relating to units installed outside the Republic of South Africa. Clients located outside of South Africa will be responsible for all costs incurred for technical inspections and repairs. Please note that AC Direct technicians will not cross international borders to attend to warranty matters outside of the RSA.

How to Claim

Log a claim via our website or email us. If installed by AC Direct, we’ll assess on-site. If not, a registered technician must provide a fault report. On supplier approval, we’ll send replacement parts or a full unit if repair is not possible.

Labour charges for non-AC Direct installations are for the customer’s account. Claims outside the 12-month period are not covered unless under an extended warranty.

Battery & Inverter Warranty Conditions

• All Solar, Battery & Inverter installations must be performed by a qualified electrician, and a valid Certificate of Compliance (COC) must be issued.
• The battery is intended for standby backup use in UPS, Inverter & Solar systems, including alarm systems and gate motors. Unintended use will void the warranty.
• A fuse or suitably rated DC breaker must be installed between the inverter/charger/UPS and the battery or battery bank. Failure to do so will void the warranty.
• Batteries may be used indoors or outdoors but must not be exposed to water or direct sunlight for extended periods.
• Batteries must not be contaminated with any foreign or corrosive matter.
• The warranty does not cover damage caused by neglect or abuse, such as improper installation, freezing, fire, flooding, or natural disasters.
• Damage due to electrical surges or spikes from the inverter or charging device is not covered.
• Incorrect installation, failure to follow the manual, or improper system settings will void the warranty.
• Incorrect sizing of the inverter, charger, or solar system that leads to damage will void the warranty.
• Batteries must be given a refresh charge every 5–6 months while in storage before final installation.
• Any tampering with the firmware or Battery Management System (BMS), including attempts to reset cycle values or data, will void the warranty.
• Excessive current draw above the intended rating of the battery, outside of specification parameters, will void the warranty.
• Removing or tampering with the battery’s serial number will void the warranty.
• If the BMS records an internal temperature of 55°C or higher, the warranty is void.
• Interconnecting or mixing the battery with non-Hubble batteries will void the warranty.
• The battery must not be opened or serviced by anyone other than AC Direct or the manufacturer. Doing so will void the warranty.
• Short circuits or any BMS-recorded short circuit event will void the warranty.
• Damage due to improper installation, negligence, or excessive wear and tear is not covered.
• Inverter-related damage due to voltage spikes, overloading, or incorrect DC voltages will immediately void the warranty.
• If the inverter/charger is out of specification or incorrectly sized for the battery, the warranty is void.
• Any damage caused by peripheral electrical equipment connected to the battery will void the warranty.

Extended Warranty

Available up to 60 months if the product is serviced annually by AC Direct, or if an extended warranty was purchased. Claims follow supplier terms. Remedy type is at the supplier’s discretion.

AC Direct Warranty Protection (Wall Splits) – Terms & Conditions

Applicable to Domestic Wall Split Units Only

Overview

The AC Direct Warranty Protection Plan is a service-based offering designed to help you remain compliant with your air conditioner’s manufacturer warranty requirements. It includes a scheduled annual service and labour support, ensuring your warranty stays valid for the full 12-month manufacturer period.

What’s Included

• One major compliance service scheduled at 12 months from purchase.
• Labour costs covered for any parts that require replacement during this service (only available in major metros: Johannesburg, Pretoria, Durban, Cape Town).
• Proof of compliance provided to support manufacturer warranty claims.
• Assistance in facilitating valid claims with the product manufacturer if required.

Important Conditions

• The service must be performed by an AC Direct-approved technician to be valid under this protection plan.
• This plan does not extend the manufacturer’s warranty beyond the original 12-month period unless separately stated by the manufacturer.
• The customer is responsible for scheduling the service within 12 months of product purchase. Failure to do so may void the warranty.
• The plan applies only to domestic wall split air conditioning units.
• Labour coverage is included for major metros only; customers outside of these areas may incur a call-out or travel fee.
• All claims are subject to manufacturer approval. AC Direct will assist in submitting and following up on claims but cannot guarantee approval or replacement outcomes.
• Parts required for repairs are subject to availability from the manufacturer or supplier.
• Proof of product purchase and service records must be retained to validate the claim.

Exclusions

• Units not installed by a qualified and approved installer.
• Claims made after the 12-month period without service having been completed.
• Units installed in corrosive or industrial environments without specific additional protection measures in place.
• Any damage excluded by the manufacturer’s original warranty, including power surges, user negligence, or environmental factors.

AC Direct Warranty Protection (Swimming Pool Heat Pumps) – Terms & Conditions

Applicable to Domestic Pool Heat Pump Units Only

Overview

The AC Direct Warranty Protection Plan is a service-based offering designed to help you remain compliant with your swimming pool heat pump’s manufacturer warranty requirements. It includes a scheduled annual inspection and service support, ensuring your warranty remains valid for the full 12-month manufacturer period.

What’s Included

• One major compliance service scheduled at 12 months from purchase.
• Labour costs covered for any parts that require replacement during this service (only available in major metros: Johannesburg, Pretoria, Durban, Cape Town).
• Proof of compliance provided to support manufacturer warranty claims.
• Assistance in facilitating valid claims with the heat pump manufacturer if required.

Important Conditions

• The service must be performed by an AC Direct-approved technician for warranty protection to be valid.
• This plan does not extend the manufacturer’s warranty beyond the original 12-month period unless explicitly stated by the manufacturer.
• The customer is responsible for scheduling the compliance service within 12 months of the product purchase. Failure to do so may void the warranty.
• This protection plan is applicable only to domestic swimming pool heat pumps supplied by AC Direct.
• Labour support is available in major metro areas only; customers in outlying areas may be subject to additional call-out or travel charges.
• All warranty claims are subject to manufacturer approval. AC Direct will assist in submitting and following up on claims but cannot guarantee the outcome.
• Parts required for any repairs are subject to availability from the product manufacturer or supplier.
• Proof of product purchase and service documentation must be retained to validate any claim.

Exclusions

• Units not installed by a qualified and approved installer.
• Claims made after the 12-month period without service having been completed.
• Units installed in corrosive or industrial environments without specific additional protection measures in place.
• Any damage excluded by the manufacturer’s original warranty, including power surges, user negligence, or environmental factors.

Support

To schedule your service or initiate a claim, please visit www.acdirect.co.za or contact us at support@acdirect.co.za.