Warranty & Returns

 

Quick Links

  1. Start Warranty Claims
  2. Who Is Covered
  3. Warranty Period & Covered Products
  4. What’s Not Covered
  5. Labor & Service Costs
  6. Refund & Exchange (Warranty-Related)
  7. Return Policy (Non-Warranty)
  8. Shipping Damage Policy
  9. Replacement & Refund Timeline
  10. Open Box Policy

Warranty Claims

To start a warranty claim, please complete the warranty claim form. Our customer support team will review your request and respond within 24 hours.

To process a warranty claim, valid proof of purchase is required, including:

Who Is Covered

This limited warranty applies only to the original purchaser of the product from the authorized channels. It is non-transferable and does not apply to subsequent owners.

Warranty Period & Covered Products

All new units come with a standard warranty starting from the original purchase date.

By registering your product within 30 days of receiving the machine, you will receive an additional 6-month extended warranty at no extra cost.

Warranty Support Document: Purchase Order No. / Invoice / SN

Category Product Series Warranty Period
Window AC / Room Heat Pump / 1 Year
Portable AC Shiny / Aovia / Aomi Series 1 Year
Single-Zone & Multi-Zone Muse / Cosmo / Aoraki / Charmo Series 5 Years
PTAC / 5 Years
Central Air Heat Pump / 5 Years
RV AC Go Cool 2 Years
Light Commercial Floor-standing / Ducted / Ceiling Cassette 5 Years
Open Box All Open Box Items 6 Months

What’s Not Covered

This limited warranty does not cover damage or failure resulting from conditions outside of normal residential use, including but not limited to:

  • Improper installation, operation, or maintenance, including installation not performed in accordance with the user manual or applicable local codes
  • Unauthorized modifications or alterations to any part of the product, including electrical components or antennas
  • Use with an incorrect power supply or voltage
  • Cosmetic damage caused by normal use or handling (such as scratches, dents, or discoloration) that does not affect product performance
  • Accidents, misuse, abuse, or negligence
  • Damage caused by external forces or acts of nature, including lightning, flooding, storms, or earthquakes
  • Commercial or non-residential use except for products explicitly designated as “Light Commercial”
  • Normal wear and tear, including routine maintenance items such as filter cleaning or replacement
  • Service, repair, or diagnostics performed by unauthorized technicians or service providers
  • Products provided free of charge for promotional or goodwill purposes, unless otherwise stated in writing

Warranty Limitations & Conditions

  • Warranty coverage ends when the stated warranty period expires. Any service required after expiration will be at the customer’s expense.
  • Warranty coverage terminates upon resale or transfer of the product.
  • This limited warranty is valid only in the country where the product was originally purchased and is not transferable outside that country.
  • For customers outside the United States, shipping costs for replacement parts or accessories are the responsibility of the customer.

Labor & Service Costs

As a direct-to-consumer brand, we focus on providing strong parts coverage while keeping product pricing competitive.

  • The warranty covers replacement parts and standard shipping at no cost during the warranty period.
  • Installation, diagnostics, and repair labor must be arranged separately with a licensed HVAC professional of the customer’s choice.
  • Labor, service call, removal, or reinstallation costs are not covered, unless explicitly approved in writing by our official technical support team.

This approach allows customers flexibility in choosing their preferred installer and avoids bundled labor markups.

Refund & Exchange (Warranty-Related)

Before starting a refund or exchange, we may ask for photos or videos to help verify the issue. If a manufacturing defect occurs within the warranty period, TOSOT will, at its discretion:

  • Repair the defective part,
  • Replace the defective part or unit, or
  • Issue a refund for the defective component.

If a required replacement part is unavailable, or if repair is not feasible, and after technical evaluation by our support team, TOSOT may offer an exchange for a new indoor and/or outdoor unit.

If a return is required, the replacement unit will be shipped after the original product has been received.

Customers are responsible for all labor costs associated with part replacement or unit reinstallation.

Refund eligibility and amount, if applicable, will be determined based on the cause of failure, product condition, and resolution provided.

Refund Channel Requirement

Refunds can only be issued through the original purchase channel.

For example, orders purchased through third-party platforms such as Amazon must be refunded through that platform in accordance with its policies. Orders placed on the official TOSOT website can only be refunded to the original payment method used on our website.

Return Policy (Non-Warranty)

Return Authorization

Before returning any product, please contact customer service to obtain a Return Merchandise Authorization (RMA).

  • Phone: +1 702-514-1603 (10 AM–1 PM PST, Mon–Fri)
  • Email: support@tosotdirect.com

Returns sent without prior authorization may be refused. In-person returns to our warehouse are not accepted.

Return Window

  • Return requests must be initiated within 15 days after receipt of the product.
  • Returns requested after 15 days are subject to a 20% restocking fee.
  • Returns are not accepted after 30 days from delivery.

Returning an Unwanted Order

  • Items must be unused, uninstalled, and returned in original packaging. We are unable to provide return packaging.
  • Products that show signs of installation, modification, or missing/damaged parts are not eligible for a refund.
  • For non-performance-related returns, customers are responsible for all return shipping costs.

Shipping Damage Policy

Customers should inspect all products upon delivery. We strongly recommend opening all boxes immediately to check for shipping damage.

Shipping damage must be reported within 5 days of delivery.

Please contact support@tosotdirect.com immediately during business hours and provide photos of:

After verification, TOSOT will provide solutions accordingly within 2–3 business days.

Replacement & Refund Timeline

  • Replacement orders typically ship within 2 business days. Large or bulky systems may require 3–5 business days for palletizing. Handling times may be extended due to unforeseen circumstances beyond our control, including severe weather events.
  • Refunds are processed after the returned item is received and inspected (typically within 5–7 business days).
  • Once processed, refunds are issued within 2 business days, though posting times may vary by financial institution.

Open Box Policy

Open Box items are products with damaged packaging or minor cosmetic imperfections and are sold at a discounted price. All Open Box items are tested to ensure proper operation.

  • Open Box items include a 6-month limited warranty.
  • They are not eligible for warranty extensions.
  • Returns or refunds are not accepted for cosmetic or non-performance-related reasons.
  • All Open Box sales are final.

If an Open Box item is defective upon arrival, contact support@tosotdirect.com for assistance.