FAQs
Frequently Asked Questions
Find answers about HEXAPRO+, HEXAPRO V1, installation, warranty, shipping, returns, payments and customer support.
Choosing the Right Model
Compare HEXAPRO+ and HEXAPRO V1 to find the best option for your space.
Which HEXAFRESH portable air conditioner is right for me?
Choose HEXAPRO+ for rooms up to 15 m² if you need cooling, heating and dehumidification. Choose HEXAPRO V1 for rooms up to 8 m² if you want a compact, energy-efficient cooling solution.
What is the difference between HEXAPRO+ and HEXAPRO V1?
HEXAPRO+ provides 4,800 BTU cooling plus heating and additional comfort features. HEXAPRO V1 provides 2,500 BTU cooling with lower power consumption for smaller spaces.
Which model is best for a bedroom?
HEXAPRO V1 suits bedrooms up to 8 m², while HEXAPRO+ is recommended for larger bedrooms up to 15 m².
Which model is more energy efficient?
HEXAPRO V1 consumes approximately 330 W, while HEXAPRO+ consumes approximately 490 W and offers greater cooling capacity.
Which model is quieter?
HEXAPRO V1 operates at approximately 49 dB and HEXAPRO+ at up to 51 dB.
Which model is best for apartments?
HEXAPRO+ is ideal for apartments up to 15 m². HEXAPRO V1 is designed for compact spaces.
Which model is best for camper vans or RVs?
Both are suitable. Choose V1 for portability or HEXAPRO+ for greater cooling power and heating.
Does every model include heating?
No. Heating is available only on HEXAPRO+.
Why choose HEXAFRESH?
HEXAFRESH combines portability, energy efficiency, reliable performance and official customer support.
Product Features & Performance
Learn about cooling capacity, electricity use, noise and operation.
How powerful is HEXAPRO+?
HEXAPRO+ delivers 4,800 BTU cooling for rooms up to 15 m².
How powerful is HEXAPRO V1?
HEXAPRO V1 delivers 2,500 BTU cooling for rooms up to 8 m².
Does HEXAPRO+ include a dehumidifier?
Yes. It includes a dedicated dehumidification mode.
Can the air conditioner run overnight?
Yes. Both models can operate overnight when used according to the user manual.
Do portable air conditioners need to be vented outside?
Yes. Proper exhaust ventilation is required for efficient cooling.
How much electricity do they use?
HEXAPRO+ uses about 490 W and HEXAPRO V1 about 330 W.
Are they energy efficient?
Yes. Both are designed to maximize cooling while minimizing energy consumption.
Installation & Accessories
Everything you need to know about setup and window kits.
Is professional installation required?
No. Simply connect the exhaust hose, vent it outdoors and plug the unit into a suitable outlet.
Is a window kit included?
No. Window kits are sold separately.
What is the difference between Type 1 and Type 2 window kits?
Type 1 fits sliding windows. Type 2 fits casement and most non-sliding windows.
How do I choose the correct Type 2 size?
Measure the window perimeter (A+B+C) and select the closest available size.
Where can I watch installation videos?
Installation videos are available on the HEXAFRESH website and official YouTube channel.
Maintenance & Troubleshooting
Keep your HEXAFRESH unit working efficiently.
Do I need to empty the water tank?
Only occasionally in very humid conditions.
Where can I download the user manual?
Download it from the HEXAFRESH website or contact Customer Support.
Where can I buy replacement accessories?
Replacement accessories are available through HEXAFRESH Customer Support.
Warranty
Understand your warranty coverage and claim process.
How long is the warranty?
HEXAFRESH products include a 2-year limited manufacturer's warranty.
What does the warranty cover?
Manufacturing defects under normal residential use.
What is not covered?
Misuse, accidental damage, improper installation, unauthorized modifications, normal wear and consumable parts.
Is the warranty transferable?
No. It applies only to the original purchaser with valid proof of purchase from HEXAFRESH or an authorized reseller.
Are second-hand products covered?
No. Used, refurbished or unauthorized purchases are not covered.
Does opening or repairing the product void the warranty?
Yes. Unauthorized opening, modification or repair voids the warranty.
How do I make a warranty claim?
Contact Customer Support with proof of purchase and details of the issue.
Who pays shipping for warranty claims?
Customers pay shipping to the service center. If approved, HEXAFRESH pays return shipping.
What happens if the warranty claim is rejected?
A repair quotation will be provided. If declined, only return shipping charges apply.
Orders, Shipping & Delivery
Information about order changes, dispatch and delivery.
Can I cancel my order after it has shipped?
Generally no. Eligible products may be returned after delivery under the Returns Policy.
Can I change my shipping address?
Contact us immediately. Changes cannot be guaranteed after processing begins.
Are delivery dates guaranteed?
No. Delivery estimates may change due to carrier or customs delays.
Can my order arrive in multiple shipments?
Yes, when necessary.
Returns, Refunds & Exchanges
Learn about return eligibility, refunds and exchanges.
What is the return period?
Returns may be requested within 14 calendar days of delivery, subject to the Returns Policy.
Do I need authorization before returning a product?
Yes. Returns require prior approval from Customer Support.
Who pays return shipping?
Customers are responsible unless otherwise required by law or due to our error.
Can I return a used product?
Products must be returned in resalable condition with all accessories.
Can I exchange for another model?
Yes, subject to eligibility, stock availability and any applicable price difference.
When will I receive my refund?
Approved refunds are processed to the original payment method after inspection and approval.
What if my package arrives damaged?
Report it immediately with photos of the product, packaging and shipping label.
Payments
Secure payment options and order verification information.
Which payment methods do you accept?
We accept secure card payments through Stripe, Klarna where available, and bank transfer arranged through Customer Support.
Do you store my card details?
No. Payments are securely processed by trusted payment providers.
What happens if my payment is declined?
Your order will not be processed until payment is successfully authorized.
Can HEXAFRESH cancel my order?
Yes, for fraud prevention, pricing errors, payment verification issues or product unavailability.
Customer Support
Contact the official HEXAFRESH support team.
How can I contact Customer Support?
Contact us through the Contact page, by email at support@hexafresh.com or through WhatsApp at +33 6 11 75 74 46 .
Why should I buy directly from HEXAFRESH or an authorized reseller?
To receive a genuine product, full warranty coverage, authentic accessories and official customer support.
Our customer support team is ready to assist you.
Contact HEXAFRESH for product guidance, installation assistance, warranty support or order enquiries.