Warranty & Manufacturer Support

Our role as a distributor and retailer

Stockool sources genuine, manufacturer-warrantied air conditioning units through authorised supply channels and resells them to end customers.

We are not the manufacturer. We do not design, build, or warrant the units themselves, and we are not affiliated with, endorsed by, or an authorised service agent of any brand unless explicitly stated. All trademarks, brand names, logos and patents remain the property of their respective owners.

When you buy from Stockool, your contract of sale is with us. Your product warranty, however, is provided and backed by the unit’s manufacturer under their published terms.

The manufacturer warranty

Every new unit we sell carries the full manufacturer’s warranty for the period stated on the product page or in the manufacturer’s documentation — typically up to 5 years for split and multi-split systems, and shorter terms for portable and window units.

The warranty is provided directly by the manufacturer and is subject to their terms. We pass through the manufacturer’s warranty in full; we do not reduce or replace it with a separate Stockool warranty.

What the manufacturer warranty usually covers

Typical manufacturer cover includes:

• Manufacturing defects in the compressor, indoor unit, outdoor unit and supplied components
• Parts and, in many cases, reasonable labour during the stated warranty period
• Failures that occur under normal domestic or commercial use in line with the manufacturer’s specification

What the warranty does not cover

Manufacturer warranties generally exclude:

• Damage caused by incorrect installation, commissioning or handling — split and multi-split systems must be installed and commissioned by a qualified F-gas certified engineer
• Faults arising from misuse, neglect, modified or unapproved accessories, poor maintenance, or power surges
• Cosmetic damage, consumables (filters, batteries, remote batteries) and refrigerant top-up following installation
• Products bought for resale or used outside the manufacturer’s stated operating conditions

Installation requirements

For split, multi-split and ceiling-cassette systems, the manufacturer’s warranty is only valid when the unit is installed and commissioned by a suitably qualified, F-gas certified engineer in line with the manufacturer’s instructions.

Self-installation of these systems will typically invalidate the manufacturer warranty. Units marked as suitable for self-installation (such as most portable and window units) may be fitted by the customer, but installation must still follow the manufacturer’s instructions.

How to make a warranty claim

If a unit develops a fault within its warranty period, contact us and we will help you reach the right resolution. In most cases the fastest route is directly through the manufacturer’s authorised support network, and we will provide your proof of purchase and any supplier reference you need.

• Email hello@stockool.store with your order number, the unit model and a description (and photos or video if possible) of the fault
• We confirm the warranty status and provide your proof of purchase and supplier details
• Where the manufacturer operates a direct service network, we refer your case to their authorised engineer; where they do not, we arrange the claim on your behalf
• Repairs, replacements or refunds are issued under the manufacturer’s warranty terms, not a separate Stockool warranty

Manufacturer support

Product support — technical specifications, user and installation manuals, app and smart-home setup, and firmware updates — is provided by the manufacturer. We link to official manufacturer resources (manuals, videos and support pages) on the relevant product pages for your convenience.

These links are provided for reference only and do not imply that Stockool is an authorised partner or service agent. For manufacturer-direct technical support we will direct you to the brand’s official UK support channel.

Our role in support

As your retailer we are your first point of contact for order, delivery, returns and warranty administration. We handle the paperwork and supplier liaison so you do not have to chase it yourself.

We are not liable for the manufacturer’s warranty performance, repair timescales, or the availability of manufacturer parts and engineers, as these sit with the manufacturer. Our responsibility is to ensure you receive a genuine, warrantied unit and to assist you in exercising your warranty rights.

Returns vs warranty

Faults reported within 14 days of delivery may be handled as a return under our Returns policy. Faults reported after that period are handled as a warranty claim through the manufacturer, with our assistance.

See our Returns page for the short-term returns process and this page for longer-term warranty claims.

Contact us

For any warranty, support or order question, contact our team: • Phone: 01909 492259 • Email: hello@stockool.store We will guide you to the right resolution, whether that is a return, a manufacturer warranty claim, or manufacturer-direct technical support.