Refunds & Exchange Policy

Returns, exchanges, cancellations and refunds are subject to approval by AC Direct and will be handled in accordance with these Terms and Conditions, AC Direct's returns policy, supplier policies and applicable law, including the Consumer Protection Act where applicable.

AC Direct reserves the right to approve or decline exchange requests on a case-by-case basis, subject to the condition of the goods, the reason for the exchange, supplier requirements and applicable law.

Replacement units for approved exchanges will only be dispatched once the original item has been collected, returned to the AC Direct warehouse and fully processed. This includes inspection, verification and confirmation that the item meets the requirements for exchange. No exchange delivery will be scheduled until this process has been completed.

Black Friday, clearance, sale or promotional purchases may be excluded from standard return or exchange processes where permitted by law, including to prevent promotional deal duplication. Where an exception is approved by AC Direct, an administration fee of R500.00 may apply.

A cancellation fee of R350.00 may apply where an order is cancelled within the applicable confirmed lead time. AC Direct reserves the right to deduct this fee from any refund due to the customer.

Where an installation or service booking is cancelled after a technician has already been dispatched, AC Direct may charge the customer at AC Direct's standard call-out rates.

Made-to-order items, customised products, commercial units, cold rooms, special-order items and spare parts, including but not limited to PC boards and electronic components, are non-returnable unless otherwise required by law. These exclusions may also be subject to supplier policy.

To avoid delays, returned goods must be properly prepared before collection or return. The customer must ensure that the product is de-installed where applicable, securely packaged, clearly labelled with the return reference number and returned with all accessories, parts, manuals and original packaging where available.

If any accessories, parts, manuals, packaging or components are missing, AC Direct may deduct the value of the missing items from the refund, reject the return or charge additional costs where applicable.

If a returned item does not meet AC Direct's return policy requirements, the customer may be liable for return shipping, collection, inspection, repackaging or re-delivery costs.

Where a customer arranges their own courier for delivery, return or collection, AC Direct shall not be liable for loss, theft, damage, delay or failed delivery caused by the customer's courier or transport provider.

Approved refunds will be processed within 14 to 21 working days after the returned product has been received, inspected and verified by AC Direct. Refunds will only be processed once all return requirements have been met.

This policy is subject to change. Please check back regularly for updates.