Refund policy – Della

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Refund policy

Section 1: Mini Split Units

1.1 Returns & Warranty Coverage Within 30 Days of Purchase

  • Full Return: DELLA provides comprehensive assistance for all orders within 30 days of purchase. Our money-back guarantee allows you to return the item first, after which we will process your refund. Products must be returned in their original operating condition, including all accessories and packaging. 
  • Parts Replacement: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts free of charge. DELLA will also cover all shipping expenses for the delivery of replacement parts.

1.2 Warranty Coverage from 31 Days to 1 Year

  • Registered Product and Non-professional Install: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts free of charge. DELLA will also cover all shipping expenses for the delivery of replacement parts. 
  • Registered Product and Professional Install: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts free of charge. DELLA will also cover all shipping expenses for the delivery of replacement parts. If, after parts are replaced, the customer’s unit is still malfunctioning and the customer has a licensed HVAC tech defective report, Della will take care of the customer at its discretion.
  • Unregistered Product: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts. DELLA will also cover all shipping expenses for the delivery of replacement parts.

1.3 Extended Lifetime Warranty (Beyond 1 Year)

  • Extended Warranty Program: Customers who register their mini split unit within 100 days of purchase will receive complimentary lifetime parts coverage.  
  • Registered Product and Non-professional Install: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts free of charge. The customer is responsible for all shipping costs. 
  • Registered Product and Professional Install: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts free of charge. If, after parts are replaced, the customer’s unit is still malfunctioning and the customer has a licensed HVAC tech defective report, Della will take care of the customer at its discretion. In any event, the customer is responsible for all shipping costs. 
  • Unregistered Product: If a product defect is confirmed, DELLA will, at its discretion, provide the necessary replacement parts. The customer is responsible for the costs of all parts and shipping.

PCB Board Return Requirement

If a Printed Circuit Board (PCB) is found to be defective, the original PCB must be returned to DELLA before the shipment of any replacement parts. If the customer wishes to have a new PCB sent first, the customer must pay a deposit. The defective PCB must be returned to DELLA within 30 days of the replacement shipment date; otherwise, the deposit will be forfeited and will not be refunded.

Shipping Costs

DELLA does not cover any shipping expenses after 1 year. The customer is responsible for all shipping costs as follows: 

  • Spare Parts/ Indoor Unit (IDU): $20 flat rate 

  • Outdoor Unit (ODU) 

  • A whole System: Customer will receive a quote 

1.4 Mini Split Extended Warranty Conditions

To qualify for the Extended Lifetime Warranty, all the following conditions must be met: 

  • The product must be registered within 100 days of purchase. 

  • The warranty applies only to the original purchaser. 

  • The product must remain installed and operated at the address provided during registration. 

  • The original PCB must be returned to DELLA for any PCB replacement requests after 100 days. 

Section 2: Window Air Conditioners, Portable Air Conditioners, and Tower Fans

2.1 30-Day Money Back Guarantee 

  • DELLA offers a 30-day money back guarantee for window air conditioners, portable air conditioners, and tower fans. 

  • If you are not satisfied with your purchase within 30 days, you may request a full refund and return your product. 

  • Products must be returned in their original operating condition, including all accessories and packaging. The customer is responsible for return shipping costs. 

2.2 Standard Warranty (1 Year) 

  • Coverage: These products are covered by a 1-year limited warranty from the date of purchase. After 30 days, customers are responsible for the return shipping.

2.3 Extended Warranty (Additional 6 Months) 

  • Eligibility: Customers who register their product within 100 days of purchase will receive an additional 6 months of parts-only warranty coverage, totaling 18 months. 

  • Coverage: Parts replacement only. No full unit replacements. DELLA will also cover all shipping expenses for the delivery of replacement parts. 

WARRANTY EXCLUSIONS:

If any of the following conditions are identified, DELLA will not be responsible for the cost of replacement parts or any related shipping expenses: 

  1. Technician Labor: Costs for any technician services such as examining, disassembling, reassembling, uninstalling, or reinstalling the unit.
  2. Parts & Labor for Repairs: Costs related to diagnosing, repairing, removing, installing, shipping, or handling defective or new parts, including routine maintenance.
  3. Usage Costs: Expenses for electricity, fuel, refrigerant replacement, refilling, or disposal.
  4. User-caused Damage: Damage caused by improper installation, abnormal or incorrect usage, incorrect servicing, modifications, or using the product in ways not intended by the manufacturer.
  5. Third-Party Parts: Any parts not supplied or approved by Della.
  6.  Electrical Failures: Failures due to voltage issues, including improper voltage installation, open circuit breakers, blown fuses, or electrical outages.
  7. Environmental Damage: Damage from natural disasters or elements, such as rain, flooding, fire, lightning, corrosive chemicals, etc.
  8.  Incidental or Consequential Damages: Depending on your state or province, some incidental or consequential damages may not be covered. 

Section 3: Contact and Claims

To initiate a return, request a warranty service, or inquire about eligibility, please contact DELLA Customer Support at:

For any questions or to initiate a return or warranty claim, please contact our customer service team at (800) 863-4143 or on our live chat. We are happy to assist you and ensure that your experience is smooth and efficient.

We are committed to providing prompt, fair, and effective service for every customer concern.