Return and Cancellation Policy

South Mini Splits Customer Care

Return & Cancellation Policy

We want every South Mini Splits order to arrive correctly and meet your expectations. If you need to cancel or return an order, please review the requirements, fees, and return process below before sending merchandise back.

Start a Return ↓ Jump directly to the return request form
Policy at a Glance
30 Days
Standard return requests should be submitted within 30 days of delivery.
7 Days
Open Box purchases have a separate 7-day return-request window.
10%+
Eligible returns may be subject to restocking and shipping deductions.
No Returns
Used or installed products are not eligible for return.

Order Cancellations

Processed but Not Yet Shipped

Orders canceled after processing has begun but before shipment are subject to a cancellation fee of 4%–6.5% of the order total.

This fee covers non-refundable payment processing costs, warehouse handling, administrative expenses, inventory allocation, packing materials, and internal labor associated with preparing and canceling an order.

Payment processing fees charged to South Mini Splits are generally non-refundable to us even when an order is later canceled.

Once an order has shipped: it is no longer treated as a pre-shipment cancellation. The order will be handled under the applicable return, shipping, and restocking terms below.

By placing an order with South Mini Splits, you acknowledge and agree to these cancellation terms.

Restocking Fees

Condition Fee Requirements
Unopened / Unused 10% Product and packaging must remain in excellent new and resalable condition.
Refused / Undeliverable 10% + Shipping Applies when refusal or failed delivery is not caused by documented significant carrier damage.
Opened / Packaging Deformed 20%–50% Product must remain unused, uninstalled, complete, and reasonably resalable.
Used / Installed Not Eligible Used or installed equipment cannot be returned.

Unopened or Unused Products

Eligible products returned in excellent new condition with no material damage or deformation to the product or original packaging are subject to a 10% restocking fee.

Refused or Undeliverable Shipments

Customers are responsible for providing accurate shipping information and being available for scheduled deliveries.

Shipments that become undeliverable because of customer-provided address errors, missed delivery appointments, or refusal for reasons other than significant carrier damage will be handled as customer returns.

If the merchandise has already left our warehouse, the customer is responsible for applicable outbound shipping costs, return shipping costs, and the applicable restocking fee.

Major carrier damage: standard return or restocking charges may be waived after review when merchandise is refused because of documented significant freight damage.

Opened or Deformed Packaging

Products with opened or materially deformed packaging may still be considered for return when the equipment itself remains unused, uninstalled, complete, and reasonably resalable.

Depending on the condition of the equipment and packaging, a 20%–50% restocking fee may apply.

Scratches, marks, damaged packaging, bent or cut wires, missing materials, or other deterioration may reduce the approved refund or make the item ineligible for refund.

If South Mini Splits determines that the product cannot reasonably be accepted for refund, or if the customer does not accept the approved refund amount, the customer may arrange and pay to have the merchandise shipped back to them.

Important: Equipment showing evidence of installation or use is not eligible for return.

Non-Returnable & Special-Condition Items

Used or Installed Products

Products that have been used, connected, modified, or installed are not eligible for return.

Technical Parts Orders

Customer-selected technical parts are considered final-sale items.

Customers are responsible for providing the correct part number when ordering and should confirm compatibility with their HVAC contractor, installer, or the applicable manufacturer's technical support department before purchase.

Telephone calls may be recorded for accuracy and quality purposes.

If South Mini Splits fulfills an order with a different part than the part actually ordered by the customer, please contact our team so the fulfillment error can be reviewed and corrected.

Incorrect Multi-Zone Combinations

Custom indoor and outdoor unit combinations that do not comply with the applicable Cooper & Hunter custom combination requirements may not be eligible for return after 30 days from delivery.

Customers are responsible for confirming compatibility before purchasing custom equipment combinations.

When an incorrectly ordered combination is eligible for return, the customer remains responsible for applicable restocking charges and return shipping.

If incorrectly ordered equipment is refused after shipment, shipping charges to and from the delivery location may also apply.

Preparing Your Return

Do not ship merchandise back before receiving return authorization.

Packaging

Original manufacturer packaging must be retained and include all manuals, accessories, hardware, and original packing materials.

Do not place writing, shipping labels, or markings directly on the manufacturer's original packaging.

Packing

  • Pack products as closely as possible to the way they were originally shipped.
  • If the shipment originally arrived on a wooden pallet, use the same pallet or a comparable suitable pallet.
  • Keep cartons upright according to the directional arrows printed on the boxes.
  • Secure and strap cartons to the pallet to prevent movement during transit.
  • Stretch-wrap the shipment to keep all pieces secured together.
  • Attach return and freight labels to the outside of the stretch wrap rather than directly to manufacturer packaging.

Return Shipping

Shipping Costs

Unless the return is caused by a South Mini Splits fulfillment error, customers are responsible for return shipping costs.

If merchandise was originally shipped under a Free Shipping promotion, the actual original cost of shipping the merchandise to the customer may also be deducted from the refund in addition to applicable return shipping and restocking charges.

If we shipped the wrong item: South Mini Splits will arrange correction of the order at no additional shipping cost to the customer.

Return Window

For standard merchandise, customers must notify South Mini Splits of a return request within 30 days of delivery.

Return requests received after 30 days may not be eligible for return.

Open Box products are subject to the separate 7-day return window listed later in this policy.

Freight Return Process

In certain circumstances, South Mini Splits may provide a prepaid bill of lading using our negotiated freight rates to help reduce transportation costs.

Applicable freight charges may still be deducted from the refund when the customer is responsible for return shipping.

Customers may alternatively use their own approved carrier.

  • Print two copies of the carrier's bill of lading.
  • Schedule the freight pickup.
  • Sign both copies and have the pickup driver sign both copies.
  • Keep one signed copy and provide the other to the driver.
  • Send South Mini Splits the carrier and tracking information so the return can be monitored.

Shipping Damage

Inspect freight before accepting delivery whenever possible. Visible shipping damage should be documented immediately with the carrier.

Minor Damage

Note visible damage on the carrier's delivery receipt or shipping paperwork before signing and request any applicable damage claim documentation.

Minor cosmetic imperfections that do not affect system operation generally do not qualify as standard returns.

Damage accepted without being documented with the carrier may require the customer to pursue a freight claim directly with the shipping company.

Major Damage

If freight damage is substantial, do not accept the damaged merchandise.

Depending on the shipment, you may refuse the entire delivery or refuse only the visibly damaged piece or pieces.

Take photographs of the damage and contact South Mini Splits immediately.

Call: (737) 738-6329
Email: sales@southminisplits.com

Inspection & Refunds

All returned merchandise is inspected after arrival at South Mini Splits.

Approved refund amounts are determined based on the condition of the merchandise and any applicable shipping or restocking deductions.

South Mini Splits accepts eligible returns for unused products purchased directly from SouthMiniSplits.com.

Products must include their original packaging and must not have been used, modified, connected, or installed.

Products returned with missing, damaged, dirty, bent, cut, or non-working components — or products showing signs of installation — may receive a reduced refund or may be refused entirely depending on condition.

Refund processing: Please allow up to 10 business days after the return is received and inspected for an approved refund to be processed. Refunds are issued to the original payment method.

Delivered & Stolen Shipments

Customers are responsible for ensuring that the shipping address provided with the order is accurate and that the delivery location is secure.

Once a carrier records an order as successfully delivered to the shipping address provided with the order, South Mini Splits is not responsible for theft occurring after delivery.

Customers concerned about unattended delivery should coordinate available delivery instructions, appointment scheduling, or signature requirements with the applicable carrier when those services are available.

Open Box Return Policy

South Mini Splits Open Box products are fully functional units that may have cosmetic imperfections affecting the packaging or appearance.

These products have been inspected and verified to be in working condition. Minor cosmetic defects such as dents, dings, scratches, or packaging damage may already be present.

Open Box return window: 7 days. This is an exception to the standard 30-day return-request period.

Eligible Open Box Returns

  • You must contact South Mini Splits within 7 days of delivery.
  • The unit must remain unused and uninstalled.
  • The unit must be returned in substantially the same condition in which it was received.
  • All original accessories, parts, manuals, hardware, and available packaging must be included.

Open Box Products Are Non-Returnable If

  • The product has been installed or used.
  • Accessories, mounting kits, or other included components are missing.
  • Damage occurs because of incorrect handling or installation.
  • The return request is submitted more than 7 days after delivery.

Open Box Return Shipping

Return shipping is the customer's responsibility unless the item was incorrectly fulfilled by South Mini Splits or arrives with qualifying severe carrier damage.

Cosmetic defects are not considered shipping defects when those imperfections are consistent with the Open Box condition of the merchandise.

Open Box Refunds

Approved Open Box returns are subject to a 20% restocking fee.

Additional deductions may apply if merchandise suffers new damage during return transportation because of inadequate packaging or handling.

Return Request

Start Your Return

To request return authorization, please complete the form below with accurate and complete information. Our customer service team will review your request and contact you with the next steps.

This form may not be required when merchandise is refused at delivery because of significant documented shipping damage.

Do not ship merchandise back before receiving return authorization from South Mini Splits.

South Mini Splits • Return & Cancellation Policy