Frequently Ask Question

Refund Policy

Q1: Can I return or exchange my purchase if I change my mind?

No, we do not accept returns or exchanges for change of mind or incorrect purchases. Please ensure you review the product details carefully before placing your order.

 

Q2: What should I do if the product I received is defective?

If you receive a defective or faulty product, please contact our Customer Service team for assistance. You can reach us via email at eqservice@fiamma.com.my or call us at 03-6286 9000. Our team will guide you through the troubleshooting steps.

 

Q3: Is repair service available for faulty products?

Yes, we provide repair services at no cost for issues covered under the warranty. Please report the issue to our Customer Service team along with your order details and supporting evidence (e.g., photos or videos).

 

Q4: What happens if the problem cannot be fixed after repair?

If the same issue persists after three (3) repair attempts, you may request a one-to-one product replacement. All replacement requests will be evaluated and approved by our technical support team.

 

Q5: How do I make a warranty claim?

To make a warranty claim, please contact our Customer Service team via eqservice@fiamma.com.my or call 03-6286 9000. Be sure to provide your proof of purchase and any relevant photos or videos of the issue. We will assist you with the next steps.

VINO Air Conditioning Installation

1. What services are included in the standard installation?

Our standard installation includes the following:

  • Wall-mounted installation of indoor and outdoor units (up to 10 feet copper piping)
  • Drilling one hole through a standard brick wall
  • Electrical wiring connection to an existing power point (within 10 feet)
  • Drainage piping (up to 10 feet) to the nearest outlet
  • Basic wall bracket and vibration pads for the outdoor unit
  • Full commissioning and performance testing of the unit

📌Note: Any work beyond the above scope is considered out-of-scope and may incur additional charges.

2. What qualifies as an out-of-scope installation?

Out-of-scope items include, but are not limited to:

  • Additional copper piping, drainage hose, or wiring beyond 10 feet
  • Installation in high-rise buildings that require scaffolding, boom lifts, or special equipment
  • Drilling through concrete, core walls, or ceiling structures
  • Electrical socket upgrades or new wiring points
  • Dismantling or relocating existing air conditioners
  • Refrigerant gas top-up due to extended piping distance

✅ All out-of-scope charges will be clearly quoted and confirmed with you prior to any work.

3. Which areas are eligible for installation service?

VINO installation services are available only within West Malaysia.
❌ Currently, East Malaysia is not covered for installation services.

4. Can I cancel or reschedule my appointment?

Yes. Please notify us at least 48 hours in advance to avoid cancellation fees. Late cancellations or no-shows may incur charges.

5. ❌ Will I be charged if I cancel my installation?

Yes — cancellation fees may apply depending on the timing and reason for the cancellation:

Cancellation Scenario

Cancellation Fee Applies?

Details

Cancelled more than 48 hours before appointment

❌ No

Free cancellation if done in advance

Cancelled within 48 hours before scheduled time

✅ Yes

RM120 cancellation fee applies

No one present at the site at the scheduled time

✅ Yes

RM120 no-show fee applies

Customer refuses installation due to out-of-scope charges (after technician is dispatched)

✅ Yes

RM120 visit fee applies for time and transport costs

📌Note: You can always reschedule at least 48 hours in advance to avoid charges.

6. How does delivery and installation work, and is there a warranty?

For customers in Klang Valley, FUJIHUB will deliver and install the VINO air conditioner in a single visit. FUJIHUB is fully responsible for coordinating and resolving any installation-related matters for Klang Valley customers.

For customers in other West Malaysia states, the VINO unit will be delivered first, followed by installation arranged separately by FUJIHUB through their certified installers.

All standard installations include a 30-day workmanship warranty, which covers:
• Piping issues
• Water leakage due to installation
• Loose or faulty bracket installation

❌ Not covered under the warranty:
• Damage from misuse or tampering
• Issues arising from poor site or building conditions
• Third-party interference or modifications

7. Who do I contact for defective products or complaints?

If you receive a defective or faulty unit, please contact VINO Customer Service within 7 calendar days of receiving the product.

📄 Please prepare:

  • Proof of purchase
  • Product serial number
  • Clear photo(s) or video(s) of the issue

📧 Email: eqservice@fiamma.com.my
📞 Hotline: 03-6286 9000 (Monday–Friday, 9:00 AM – 6:00 PM)
🔗 FAQs: vinomalaysia.com.my/page/faqs

Our team will guide you through troubleshooting and next steps.

8. Can I request additional installation services on-site?

Yes. You may request additional services such as:

  • Extended copper piping or wiring
  • Trunking installation
  • Drainage redirection
  • Bracket relocation or upgrade

The technician will quote the charges directly on-site. You may decide whether to proceed.