Return Policy and Process

At SouthMiniSplits.com, we strive to ensure your satisfaction with every purchase. However, if you need to return a product, please read our entire return policy, outlined below.

Restocking Fees:

Unopened/Unused/Refused/Undeliverable/Last minute cancellations: If the product is in 100% excellent new condition with no deformations to packaging and materials, it is subject to a 10% restocking fee. Deliveries require accurate shipping information. Shipments undeliverable due to customer errors or missed delivery appointments, or those refused for reasons other than significant cargo damage, will be handled per our return policies and fees. Significant damage caused by the carrier may negate fees upon further review. If the customer cancels after the product has left our warehouse, they are responsible for shipping charges to and from us, plus the restocking fee.

Opened or Deformed: If the packaging is deformed or the box is opened, the product must be in resalable condition. Depending on the condition, a restocking fee of 20% to 50% will apply. If the product is returned after receipt with opened boxes or signs of wear, we have the discretion to determine the refund amount (if any). This includes scratches, marks, bent or cut wires, etc. If the refund is unacceptable to the customer, they can pay for shipping to have the item sent back. Merchandise must be in perfect resalable condition to be eligible for a refund, and must be free from damages, scratches, and defects. Furthermore, merchandise must not have been installed or used in any way.

Used products or Installed products: Used and/or installed products are not eligible for a return.

Incorrectly ordered Multi-Zone Combinations and configurations: Please note that any custom combinations of indoor and outdoor units that do not align with the Cooper&Hunter custom combination chart may not be eligible for returns after 30 days from the delivery date. Additionally, customers will be responsible for return fees, including return shipping costs. If incorrectly ordered units are refused, the customer will still be liable for shipping fees to and from the delivery location in addition to restocking fees. 

Preparing Shipment:

Packaging: Original manufacturer packaging must include manuals, accessories, and packaging materials with no writing or labels on the original packaging.

Packing: Pack items exactly as they were originally shipped. Use the same or a similar wooden palette if it was originally used. Load cartons right side up, as indicated by printed arrows, to avoid damage. Secure and strap cartons to the palette to prevent movement during transportation. Wrap cargo in stretch film to keep pieces together and prevent loss. Attach return address labels to the outside of the stretch film.

Shipping:

Shipping Fees: Customers are responsible for all return shipping costs. Additionally, any returns of items that were shipped under our "Free Shipping" promotion will be subject to the original cost of shipping to the destination, in addition to any return shipping costs which will be deducted from the refund. If the return is due to our error, we will send the correct item at no additional cost and cover return shipping. Notify us of your return request within 30 days of delivery otherwise it may not be eligible for a return.

Shipping Process: In certain circumstances we may provide prepaid bills of lading at our negotiated freight rates for cost savings. Alternatively, you may use your own carrier. Print two copies of the shipping company’s bills of lading. Call for pickup, sign both copies, and have the driver sign them. Keep one copy and give the other to the driver. Contact us with the shipping details to track the return. By following these guidelines, you help ensure a smooth and efficient refund process. If you have any questions or need assistance, please contact our customer service team.

Shipping Damage: For minor damage, note the damage on the shipping invoice and ask for a damage claim form from the carrier. Minor cosmetic flaws that do not impact the system's operation are not covered under our return policy. Any damage that is not reported or noted will require the client to file a claim with the shipping company. For major damage, reject the delivery if the damages are too extensive. Contact us immediately at 737-738-6329 or email sales@southminisplits.com. Do not sign for the damaged shipment; we will arrange for an exchange or have you partially refuse the damaged product(s).

Inspection and Refunds: Upon receiving the return, we will inspect the items to ensure they are in perfect resalable condition. Please allow 10 business days for your credit to be applied after the return is received. Refunds will be issued based on the condition of the returned item and the original method of payment. We accept returns and process refunds for unused products purchased directly from SouthMiniSplits.com only. All returns are inspected upon receipt. Products must be in original packaging and not used, modified, or installed. We do not recommend returning used or damaged items as refunds are usually refused, and we may refuse to accept the return. No refund will be given for products returned with missing, damaged, dirty, bent, non-working parts, or items that appear installed.

Stolen shipments: We are not responsible for stolen shipments. You are responsible for ensuring safe delivery at the provided shipping address, requests for signature-only deliveries, and/or coordination for delivery instructions with the respective shipping company.

Fill out Form and Contact: To receive return authorization, please fill out the return form below before returning items. (This requirement may not be necessary in the event that a shipment is refused due to major damage.) Await our customer service team to contact you. You can also contact our customer service team at (737)-738-6329 or email sales@southminisplits.com.

Your South Mini Splits Team