General terms and conditions for installed systems

These conditions apply to the following products:

  • AirExchange® Monoblock White/Black/Custom color (contains refrigerant)
  • AirExchange® HC-Series 350/620/950 (contains refrigerant)
  • AirExchange® BP Series 350/650/1000 
  • AirExchange® 150-WTW ventilation system


Installation
All named systems that work with refrigerant are pre-charged and hermetically sealed, so no certified installer is required to install them.

AirExchange® has a selected network of reliable installation partners and can provide a no-obligation quote for the installation of the products. If this quote is accepted, the customer will be put in touch with the installation partner to set an installation date.

If the customer chooses to install the product themselves or outsources this to an installer of their choice, this will affect the warranty/return and service conditions, as further stated in these general terms and conditions.

Payment terms
In case of private purchase, the full invoice amount, including any installation amount, will be paid prior to delivery of the system.

In case of business sale, the payment terms are agreed in advance with the customer. These payment terms will be stated on the quotation and invoice.

Terms of delivery
If in stock, the purchased system will be sent to the desired delivery address within 5 working days. For these products, transport costs will be charged which will be stated on the quotation and invoice.

If the customer has the system installed by an AirExchange® installation partner and payment has been made on time, AirExchange® will ensure that the product is delivered on site before the installation date.

All AirExchange® systems are extensively tested and checked for operation, vibrations, vibration and noise before shipping. The type of wall or surface on which the systems are installed can cause additional noise. The customer must investigate the type of surface or wall (in case of wall mounting) for suitability.

Returns Policy
All our products have a 14-day right of return, after receipt of the product. No return costs will be charged if the return is registered within this period at the point of sale.

The right of return lapses if one of the following points applies:

  • This is a system that is made in custom color, at the customer's request;
  • The system has already been installed or installed and then dismantled.
  • The original packaging is damaged and/or missing.

A product to be returned must be sent undamaged and in the original packaging, including all supplied items such as installation material, remote control, sensors, etc.

Installation systems filled with refrigerant must be transported upright. Failure to transport the system upright can cause damage to the device. If the customer chooses to return the product themselves, they are responsible for ensuring that the carrier is informed of this. If the system is not transported upright, AirExchange® reserves the right to refuse the returned product.

The purchase price, excluding the paid transport costs, will be refunded to the customer once the system has been received in good order and all return conditions have been met.

Warranty conditions
All AirExchange® products come with a 2-year manufacturer's warranty, which can be redeemed within 14 days of purchase via AirExchange® web shop can be extended to 5 years for a fee.

If the device shows a technical defect within the warranty period, the customer can return the device in the original packaging to AirExchange® for repair. If the original packaging is no longer present, the customer must arrange for the transport and the correct delivery thereof.

The warranty does not cover defects in the products that have arisen as a result of normal wear and tear, or damage resulting from circumstances beyond AirExchange®'s control, including weather conditions or damage caused during transport or installation by the consumer.

Vibrations, vibrations and other noise related issues are not covered by the warranty. If desired, AirExchange® has service partners available who can perform repairs for a fee. See also the 'service conditions' below.

Terms of Service
A service visit can be requested if the system does not function as desired after installation, or if there has been a change in the operation of the device over time. AirExchange® will first provide the customer with advice and instructions on how to solve the problem using video and photo material.

If this does not solve the problem and a technical defect is found, a service visit can be chosen. If the customer wishes to schedule a service visit, the following conditions apply.

Service visit
Prior to the service visit, AirExchange® will discuss the problems to be resolved and the costs with the customer through the service form. These costs consist of call-out charges and labor costs. The call-out charges amount to €0.45 per km, measured from Schielands Hoge Zeedijk 19a in Gouda, with a minimum of €104.50 incl. VAT. The labor costs on location amount to €45,- incl. VAT per hour.

  • Self-installed systems:
    If a technical defect is found, the defective part will be replaced on site if possible or the device will be taken to the repair centre, where it will be repaired within a maximum of 8 working days. If the device is not covered by the warranty, the repair costs will be discussed with the customer in advance. If the defect is caused by incorrect use or poor maintenance (for example, by not replacing the filter annually or by self-installation), the repair costs will not be covered.
  • Installation by AirExchange® installation partner:
    If a technical defect is found, the defective part will be replaced on site, if possible, the device will be taken to the repair centre or immediately exchanged for a replacement model. If the device is not covered by the warranty, the repair costs will be discussed with the customer in advance. If the defect is caused by incorrect use or poor maintenance (for example, by not replacing the filter annually), the repair costs will not be covered.

If the defect is due to incorrect installation by an AirExchange® installation partner and the unit is within warranty coverage, the call-out and labor costs will be credited to the customer.