Refund policy

Coolrite Return and Warranty Policy

Your satisfaction is our priority! If your purchase doesn’t meet your expectations, you may return it for a repair, replacement, or store credit—subject to the terms outlined below.

This policy applies exclusively to items bought directly from Coolrite.
This policy is an extension of the Coolrite Terms and Conditions, and all definitions remain consistent with those terms. Please note that nothing in this policy affects your statutory rights.

 

1:Exchange & Return Policy

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
  • Coolrite 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 Coolrite 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.

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.

2: Warranty Policy & Claims

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
  • Unauthorized modifications
  • Signs of handling/repackaging

How to Claim

Log a claim via our website or email us. If installed by Coolrite, 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-Coolrite installations are for the customer’s account. Claims outside the 12-month period are not covered unless under an extended warranty.

3: Extended Warranty & Warranty Protection

Extended Warranty

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

Coolrite Warranty Protection (Wall Splits) – Terms & Conditions

Applicable to Domestic Wall Split Units Only

Overview

The Coolrite 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.
  • 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 Coolrite-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. Coolrite 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.
Support

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