1. Refund Eligibility
We strive to ensure your satisfaction with our products and services. Refunds or spare part replacements may be granted under the following circumstances:
a. Product Defects
If the product you purchased is defective or damaged upon receipt, you may be eligible for a replacement or partial refund. Please contact us within 3 business days of receiving the product to initiate the refund process.
b. Service Cancellations
If you cancel a service appointment at least 3 days before the scheduled appointment time, you may be eligible for a full or partial refund. The quantum of refund is solely determined based on our cancellation policy and the nature of the service, at our discretion.
2. Refund Process
To request a refund, please contact our customer service team via:
Email: tsetc@thiamseng.com
WhatsApp: 019-3332924
You may be required to provide proof of purchase, such as an order confirmation number, receipt or any document which we deem appropriate. Once your request is received and approved, we will process your refund within 14 business days.
3. Non-Refundable Items
The following items and services are not eligible for refunds:
- Services already rendered — once the work has commenced or been completed.
- Customized or personalized products — including materials ordered or fabricated specifically for your request.
- Products that have been used, installed, altered, or damaged by the customer.
- Diagnostic or inspection fees — charged to assess equipment condition prior to repair.
- Transportation, delivery, or on-site visit charges — once the service team has been dispatched.
- Consumable parts and accessories — such as refrigerant gas, filters, fuses, wiring, or brackets.
- Third-party service or installation fees — not directly performed by AirCond Sales and Service.
- Deposits or booking fees — paid to secure an appointment or product, unless cancellation is made within the allowed timeframe.
- Negligence, misuse, or damage caused by the customer — including improper installation, handling, or maintenance.
4. Return Shipping
If you are returning a product due to a verified defect or damage, we may provide a prepaid return shipping label .In other cases, customers are responsible for any return shipping costs incurred.
5. Changes to Refund Policy
We reserve the right to update or modify this Refund Policy at any time without prior notice.
Any revisions will take effect immediately upon posting on our website. We encourage customers to review this policy periodically for the latest updates.
6. Contact Us
If you have any questions or concerns regarding our Refund Policy, please contact us via:
Email: tsetc@thiamseng.com
WhatsApp: 019-3332924.
7. Acceptance of Policy
By making a purchase or confirming a service appointment, the customer acknowledges that they have read, understood, and agreed to the terms of this Refund Policy.
8. Force Majeure Clause
We shall not be held responsible for any delay, cancellation, or inability to provide service due to circumstances beyond our control, including but not limited to weather conditions, power failure, natural disasters, or government restrictions.
9. Wrong Orders or Customer Error
Refunds will not be issued for incorrect orders or customer errors once goods are delivered or services are performed. However, exchanges may be considered at our discretion and subject to additional charges.