Refund policy

2-Year Warranty — Parts & Labour

All products sold on Snow Village come with a comprehensive 2-year warranty covering both parts and labour, effective from the invoice date. This warranty applies exclusively to defects in manufacturing or material quality.

Warranty Remedies

Defect within 2 years Free repair — an authorized technician performs on-site or return-to-base service, including replacement of defective components (compressor, mainboard, refrigerant piping, etc.). Your cost: $0 — parts, labour, and call-out fee fully covered.
Same defect after 3 repair attempts, OR a single repair exceeds 30 days Replacement unit dispatched. Your cost: $0 — we cover removal of the faulty unit and delivery of the replacement.
Same defect recurring after replacement, OR safety hazard, OR irreparable major defect Full refund based on the invoice amount. Your cost: $0 — any depreciation costs are borne by Snow Village.

Exclusions — Paid Repair Only

The following situations are not covered under warranty. Paid repair may be offered at your expense:

  • Improper use: damage from misuse, unstable power supply, post-delivery transport damage (after signature of receipt), incorrect cleaning methods, or unsuitable environment (excess humidity, freezing temperatures)
  • Unauthorized modifications: disassembly, repair, circuit alteration, or accessory installation by anyone outside our authorized service network
  • Wear & cosmetic items: door seals, lighting lamps, drawers, shelves, glass panels; visible scratches, dents, paint peeling. Cosmetic damage must be reported within 48 hours of delivery — otherwise the product is deemed accepted as satisfactory
  • Non-compliant installation: failure to meet minimum ventilation clearance or specified temperature range (e.g., operating outdoor units below 5°C ambient)
  • Documentation issues: missing invoice, mismatch between product and warranty certificate, altered or illegible serial number, expired warranty period

How to Claim

Step 1 — Notify Us
Email info.snowvillage@gmail.com with:

  • Your order number
  • A clear photo of the invoice
  • Description of the fault (with photo or video if possible)

Step 2 — Diagnostic Inspection
We will dispatch an authorized engineer within 36 hours for on-site inspection (up to 7 calendar days for remote or hard-to-reach areas).

Step 3 — Inspection Report
The engineer will issue an official Inspection Record Sheet on-site. If the fault is confirmed as a genuine quality defect, it will be stamped with our authorized service seal.

Step 4 — Resolution

  • Online claims: Submit a return or exchange request through your order page, upload the stamped inspection report, and obtain a system-generated return shipping label. The product must be returned in its original packaging with all included accessories.
  • Offline claims: Bring the product, original invoice, and stamped inspection report to your original point of purchase.

Step 5 — Refund Timeline
For approved refunds, payment is returned via the original payment method within 15 business days after we receive and verify the returned product.

Contact

For all warranty enquiries, email info.snowvillage@gmail.com.