What to expect when you buy from Winterfell
We want you to know the terms before any work starts. Our team sends you this policy by email or Messenger and explains it before installation. This page is a summary. Your quotation, sales invoice, project contract and the brand's warranty card also apply.
Nothing here limits any consumer right you have under Philippine law.
Home installations and cancellations
For homes with a site ready for installation, there is no down payment. You pay after the unit is installed, started up and checked.
You may cancel a residential order up to the scheduled installation day, as long as our team has not unboxed the unit or started work. If you paid in advance, we refund the amount you paid, normally through the same payment method.
Once the unit has been unboxed or installation has started, the order can no longer be cancelled for a change of mind. Your warranty and legal rights for defects still apply.
Commercial, multi-unit and VRF / VRV projects
Project work requires us to order equipment, reserve stock and schedule crews ahead of time. Unless your contract says otherwise, the payment schedule is:
- 50% down payment when you approve the quotation
- 40% on delivery and start of installation
- 10% on completion of the contracted installation work
The down payment locks in the quoted equipment price. Installation materials, labor, freight and work caused by actual site conditions or requested changes may still be adjusted, and we will tell you before any such charge.
Once the down payment is received, the project is committed. The down payment is non-refundable if the project is cancelled for reasons such as a change of mind, a change in budget or plans, or a lower price elsewhere. This does not affect your remedies if the problem is a defect or a failure on our part.
If your electrical supply is not yet ready, the final 10% is still due once our installation work is complete. We do the startup and commissioning as soon as power is available.
Returns and change of mind
We do not accept returns or give refunds on properly supplied, working units just because you changed your mind, prefer another brand, found a lower price, or no longer need the unit. This follows DTI guidance that a seller is not required to refund a change of mind when there is no defect.
We also do not use a blanket "No Return, No Exchange" rule. If a product is defective, malfunctioning or not what was agreed, you are entitled to the remedies under the warranty and Philippine law.
Defective, damaged or wrong equipment
Factory defects
Handled through the brand's warranty. We coordinate the claim for you, which may mean repair, replacement of parts, or replacement of the unit, as the brand's warranty provides.
Problems caused by us
If we delivered the wrong unit, damaged equipment, or made an installation error, we fix it at no cost to you. Depending on the issue, that can mean correcting the work, replacing the part or unit, or a refund where that is the right remedy.
Other causes
Issues from misuse, lack of maintenance, unauthorized repairs, electrical supply problems, pests, flooding, lightning or similar outside causes are not covered, and repairs may be charged.
When the cause is not obvious, we troubleshoot, test or visit the site first so the right remedy can be decided.
Please check the unit and packaging on delivery and tell us right away about visible damage or wrong items. Photos help. Accepting delivery does not waive your rights for hidden defects.
Warranty coverage
There are two warranties. The brand's equipment warranty covers the unit itself, and its period depends on the brand and model. It is shown on your quotation and price list. Our installation workmanship warranty starts when installation is completed.
To make a claim, contact your branch first. We check whether the issue is the equipment or the installation, and file the service report with the brand when a part is needed.
The equipment warranty does not cover
- Dirt, moisture or foreign matter entering the unit
- Corrosion or weathering from coastal, polluted or harsh environments
- Units opened, repaired or modified by someone not authorized by the brand
- Service calls where no product fault is found (a service or visit fee may apply)
- Improper use or lack of regular maintenance
- Damage from rats, lizards, insects or other pests
- Accident, neglect, improper storage or misuse
- Installation by a non-authorized installer, where the brand requires an authorized one
- Odors from smoke, cooking, chemicals or the room environment
Salons, spas, clinics, workshops, coastal homes and other harsh environments wear out filters, coils and condensers faster. These need more frequent cleaning, and wear from the environment is not treated as a defect.
What standard installation includes
Each split-type installation or relocation includes:
- Up to 10 ft of copper tubing
- Insulation and communication wire
- Mounting bracket
- PVC drain hose and drain piping to the nearest floor drain
- Wall drilling
- System flushing and leak test
- Refrigerant charging
- Test run and commissioning
Not included unless stated on your quotation
- Piping or wiring beyond 10 ft
- Electrical work: power lines, breakers, wiring and the main supply
- Concrete chipping, coring, patching, repainting and other civil works
- Scaffolding, lifting equipment and other special access
- Permits, gate passes and building, HOA or admin fees
- Parking and site access fees
- A mobilization fee for areas outside our normal coverage
Drilling and mounting can leave minor cracks or paint marks. Repainting and cosmetic restoration are not part of standard installation. Any extra work you request, or that the site needs, is quoted and approved before we do it.
We recommend unit sizes based on your room and use. If you choose a different capacity, we review it with you first, and we are not responsible for cooling problems from a size we advised against.
Permits, access and delays
The owner secures permits, building or HOA approvals, gate passes and site access, and makes sure the electrical supply is ready. Delays caused by an unready site, missing permits or no power may need rescheduling and may add cost. They do not cancel the project or make the down payment refundable.
If we need to reschedule because of supplier, weather, safety or other issues beyond our control, we will agree a new schedule with you.
Refunds and how to raise a concern
Approved refunds go back through your original payment method or another method we agree on. Timing on your side depends on your bank, card or e-wallet provider.
For any concern about a purchase, installation, warranty or refund, contact your branch or email contact@winterfell.ph. To help us act fast, include your quotation or invoice, the unit model and serial number, photos or video, and a short description of the issue.
Pay only to the account shown on your official quotation or invoice.