Return & Refund Policy

Last updated: 03/09/2026

We want you to be satisfied with your purchase. Please review our return and refund terms below, as air conditioning units are heavy appliances that carry specific return conditions.

1. Eligibility for Returns
   Returns are accepted within 7 days of delivery, subject to the following strict conditions:

• Unused & Uninstalled Condition: The unit must be completely unused, uninstalled, and unmounted, with no signs of wiring, piping connection, or physical modification. Once a unit has been installed, it is strictly non-returnable; any subsequent functional issues are governed under Section 8 (Product Warranty) of our Terms & Conditions.
• Original Packaging & Components: All original packaging (including cartons, internal Styrofoam inserts, documentation, remote controls, and accessories) must be returned in full, undamaged condition.
• Transport & Handling Costs: The customer is responsible for the cost of return transport back to our designated warehouse or a return collection fee charged by our logistics partners.
• Custom orders or bundled promotional items may not be eligible for return — check individual product listings at checkout.

2. Non-Returnable Situations
   We are strictly unable to accept returns, exchanges or refunds where:

• The unit has been mounted, wired, connected to piping, or installed.
• The unit shows signs of use, alteration, or customer-induced damage.
• The return request is submitted after the 7-day eligibility window.
• The issue relates to physical or cosmetic damage that was not reported prior to signing the delivery acceptance / Proof of Delivery (POD) document.

3. Defective or Damaged Units

• Transit & Cosmetic Damage: Physical or cosmetic damage (e.g. dented panels, cracked casing) must be identified at the time of delivery and noted directly on the Proof of Delivery (POD) document prior to signing. Physical damage reported after the delivery document has been signed is not eligible for return or refund.

Post-Installation Manufacturing Defects: Internal operational, functional, or electrical faults discovered after delivery or installation are not eligible for a product return or refund. These issues are governed strictly by Section 8 (Product Warranty) of our Terms & Conditions and must be submitted as a Manufacturer Warranty Claim for technical assessment.

4. Refund Process

• Processing Time: Approved refunds will be processed back to your original payment method within 5–21 business days after the returned item is received, inspected, and verified at our designated warehouse.
• Non-Refundable Charges: Original shipping fees are non-refundable unless the return is due to a fulfilment or administrative error on our part. Otherwise, return freight charges are borne by the customer.

5. How to Request a Return
   Please contact our support team (Section 6 Contact) with your order number and reason for return. Our team will review your submission and guide you through the next steps.

6. Contact

For return inquiries, please contact:

Attn : DTC Admin
Email : dtc_admin@trioelectric.com
Customer Careline : 016-226 0881
Address: Trio Electric & Automation (M) Sdn Bhd, Wisma GBU, 2, Jalan BP 4/2, Bandar Bukit, 47100 Puchong, Selangor