How do I make a warranty claim?

Short answer: submit a support ticket with your model and serial numbers, purchase and installation details, a description of the problem, and photos. Our technical team reviews every claim and replies by email within 1 business day.

Before you start

• Check the error code or symptom in our troubleshooting guides first. Many problems are fixed with a reset or a setting: not cooling or heating, won't turn on, error codes.
• Make sure your warranty is registered: register here.

Include in your ticket

1. Your full name, email and phone number
2. Model and serial numbers from the labels on the indoor and outdoor units (where to find them)
3. Purchase date and where you bought it (Senville.com, Senville.ca or another retailer)
4. Installation date, and confirmation it was installed by a licensed HVAC technician
5. A description of the problem and any error code on the display
6. Photos of the unit labels and of the problem. A short video of the units running helps too.

What happens next

• Our technical team reviews your claim and may ask for tests or more photos.
• If a part is covered, we ship the replacement free of charge. Parts ship from Montreal, Quebec.
• Labor isn't covered, so your HVAC technician installs the part.

See what your model is covered for: What is the warranty on Senville products?