If your product does not have power or is not cooling contents, we will do our best to support you and offer you a solution. Please contact our customer support team at 1-855-344-7367 so we can create a priority ticket. As soon as an authorized service technician becomes available, we will do our best to prioritize you for service. 

In the meantime, please follow these tips for emergency preparedness:

• Keep the refrigerator and freezer doors closed as much as possible
• Purchase a compact refrigerator as a backup, if possible
• Purchase a bag of ice and use a cooler in a dry, dark place 
• Purchase a block of ice, if possible to place inside your freezer

Your refrigerator has a 5-year compressor warranty on it. If your unit was included when you purchased your home, and the builder does not have the documentation, you may be able to get it directly from a retailer.

Your unit was likely purchased from either The Brick or Trail Appliances as they handle the majority of our builder business. You can email them at the following.

comcare@thebrick.com

callcentre@trailappliances.com

Let them know your issue. Provide your full physical address, model and serial number. They will be able to provide a blacked out (if you are not the original owner) receipt for you to continue with the claim process. Then email that to us at canadainfo@hisense.com. If you need help, please let us know.

Our full-size home appliances have a one-year parts and labour warranty. In addition, our full-size refrigerators have a five-year compressor warranty on them. Our compact refrigerators and chest freezers have a one-year exchange warranty on them. Our portable air conditioners and dehumidifiers have a two-year exchange warranty on them.

In a nutshell, if your refrigerator has compressor issues, it is an unfixable defect. If your unit is out of the one-year warranty but within the five-year compressor, you are responsible for paying for the cost of an authorized technician to diagnose the unit as compressor failure (or another issue). We can provide an authorized contact to you if you wish. If the technician diagnoses your unit with compressor failure and provides us with a report detailing this, the unit will be replaced under warranty. If the retailer where it was purchased no longer carries your model, you will receive a re-selection credit for the value of your unit. Please note, you are free to contact any licensed appliance technician if the unit is out of warranty, but we will still require them to provide a report to us detailing that the compressor is the fault found. They can email that to us at canadainfo@hisense.com. Please note, if the unit is under warranty, you must use an authorized technician, or the costs incurred will be an out of pocket expense for you. We do not reimburse for service.

The first step is to take note of your model and serial number. Once you do that, take an image of the inside of your fridge indicating where the broken/cracked piece is. If the piece is removable, remove it and take another image of the broken part. Send the images, and the unit model/serial number information to canadasupport@hisense.com (along with your full mailing address and phone number) and we will provide a quote for the requested parts. If the interior parts crack under warranty or are broken out of the box, they will be replaced free of charge. Please note, your warranty does not cover physical damage. If the exterior of your unit is damaged out of the box or during installation, please reach out to both us and the retailer where it was purchased and include photos. If your unit is out of warranty, you can reach out directly to our partner, CCSI and they can help you.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Hours:
Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

There are a few simple checks you can do to determine if there is a technical issue or a simple at-home fix.

1. See if the light comes on when you open the fridge door and make sure the power is connected correctly.
2. Change the plug to another socket and be sure other electrical devices work when connected to the same power outlet.

If neither of those work, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty. Please note, the more information you provide immediately, the quicker we can help you. 

You may need to adjust the temperature. To lower the fridge temperature, simply adjust the thermostat. Listen to see if you can hear the sound of the compressor running, or the sound of the compressor starting and stopping continuously. If this does not make your refrigerator cool down, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty.

Ice generally forms when there are ventilation issues inside the refrigerator. Check the temperature setting to ensure it’s not too low. Make sure the doors are properly sealed when closed. A small amount of ice may form but this will disappear on the defrost cycle. Consider moving items an inch or so away from the back wall if this happens.

A slim layer of ice or condensation on the back wall is normal because the refrigerator is cold. All mini-fridges with the evaporator on the back of the liner work the same way. The way we have designed our compact fridge is different from many others that have the "freezing" occur in a hidden part of the refrigerator instead of in the open. We have eliminated that extra storage section to both keep costs lower and leave more room to store drinks. The compressor inside your unit is set to do an automatic defrost once it gets too cold, and the water will drip down to the drain hole.

The internal fan and compressor will generate noise. This is completely normal. Check if the fridge is level, adjust the feet, if not. Be sure there is enough clearance between the wall / skirting board and the fridge. The product’s noise level is indicated on the energy label provided.

If the appliance has been upright during transit you can switch it on immediately. Ask your driver if it has been loaded on its side, if this is this case, we would suggest waiting 12 hours. If you transported a compact refrigerator yourself in a personal vehicle, on its side, you need to let it settle for a minimum of 4 hours to let the compressor oil filter through. The longer, the better.

Although our appliances automatically defrost, a layer of frost may occur on the freezer compartment’s interior walls if the freezer door is opened frequently or kept open too long.

Moisture will build up if the refrigerator door is obstructed or not sealing properly. Verify nothing is blocking the door from closing and the door is sealing all around the edges.

The sides of the refrigerator get warm and this is normal. Make sure the product has adequate space all around it to ensure good ventilation.

Using a damp washcloth, wipe the entire rubber edge of the door seals as well as the fridge contact points. Verify the seal is pushed in firmly all around the edges and test the door is correctly sealing. You may also try using a warm hairdryer on the rubber seal as a temporary solution. If you require a replacement please contact our support team at canadasupport@hisense.com. Please include your model number, serial number, full physical address (no PO boxes) and a phone number so we can issue a service ticket and ensure our authorized technicians have access to a replacement seal. 

Hisense compact refrigerators require a fair amount of ventilation around them to ensure the fridge is functioning properly. This allows for heat dissipation, high efficiency, and low power consumption. It is recommended that there are at least 3 inches of space between the back of the fridge and the back wall, 4 inches on each side of the fridge and 4 inches in front and on top to ensure the door can open 160 degrees. If your ‘under-counter’ area has sufficient breathing room for the refrigerator, it should be fine but if it is too tight, it will affect the lifespan of the bar fridge.

For best results, set it at 3-4 for nice cold drinks. Setting it higher can cause over-cooling to occur - thus, sometimes freezing. Compact fridges typically have inconsistent, variable temperatures due to their compressor size. Changing the setting should reduce any added condensation and still keep things icy cold. If you see frost building up thicker and thicker, then your refrigerator is malfunctioning or defective as the auto defrost is failing to do its job.

There are a few major differences: a single hose unit pulls air from the room to be cooled. This air is basically split - part of it is vented outside and part of it is cooled and returned to the room. As the room cools down, you are venting cooled air to the outside. Whereas, a dual hose pulls the air from the outside and it gets mixed with the cool air passing through the unit. Only the WARM air gets vented to the outside, keeping the cooler air in the room. The result is that the AC unit does not have to run as long to cool down the room, and it will run less frequently to maintain the room temperature. This means the dual hose units are energy-saving and quieter than traditional single-hose units. 

All our portable air conditioners are self evaporating. But in some cases, such as when there is a very high humidity level, the unit may get full and have to be drained. Under normal use cases, you won't have to empty it - water will simply disperse out the exhaust hose - but if it's incredibly hot or you're using it around the clock without turning it off, you will need to empty the unit. All units have a drain hole - please see your user manual for specific draining instructions. There is also a drain hole that can be connected to a hose (not included) on heat pump models. 

Our warranty on Hisense air products is a 2-year exchange warranty. Unfortunately, we do not stock spare parts for repairs on our air products as the cost to repair them is often too high for our customers. We will exchange your unit under warranty for a new one. Sometimes, we can acquire specific parts through our recycling program, but that is not always the case. Email us at canadainfo@hisense.com for more information.

If the unit was transported on its side, we recommend sitting it in the correct position and waiting at least 12 hours before you plug it in and use it.

Our Portable AC units are designed to be 'waterless’ and won't require draining under normal usage conditions. Condensed water will be evaporated outside though the air exhaust hose. If the environment humidity is extremely high the water container goes full, the machine will display E5 and stop running. After draining the water, the unit will work again.

Most vertical sliding windows from 18‘’ to 50‘’ wide, or horizontal sliding windows from 18‘’ to 50‘’ high.

Press both the plus (+) and minus (-) buttons on the unit at the same time.

Or press MODE and DOWN buttons at the same time on the remote control.

The air hose that's included with the unit's installation kit is 64 " long. To ensure proper ventilation, keep the required distance between the return air outlet and the wall or other obstacles at least 20 inches.

In Cooling or Dry mode, the compressor and condenser fan (lower on the unit) will stop when the room temperature reaches the set temperature. But the evaporator fan (higher on the unit) continues running.

We do not recommend using any sort of adapter or extension cord for this unit. The safest option is to plug it into a grounded three-prong outlet.

: Yes, in the event of a power failure, your unit will operate at the previous settings when the power is restored.

In COOL MODE, the temperature can be set between 61°F and 86°F.

The electronic air conditioner display shows the current room temperature.

NO, our portable air conditioners use R410A, a n environmentally friendly refrigerant.

Some freezing is normal when the dehumidifier is used at a low temperature. Make sure that the device’s location is above 38 degrees Fahrenheit. When the temperature is lower than 38 degrees Fahrenheit, the surface of the evaporator can freeze, then the compressor will turn off. The operating temperature needs to be between 38° and 90°. The de-icing function will turn off the compressor if used in low-temperature conditions. When the de-icer senses the correct operating temperature, the compressor will cycle back on.

There are a few different reasons for this.

1. The water is full. Please drain the water - refer to your user manual.
2. The water bucket is not installed properly. Remove the bucket from the unit and reinstall the bucket so that it fits all the way into the dehumidifier.
3. Check if the water level float is in place. Remove the bucket. Make sure the float is snapped in place. Reinstall the bucket.
4. Unplug the unit, then plug the unit back in check if the light is off.

If none of these suggestions work, your unit may be broken or defective. If your unit is within the two-year exchange warranty, please email your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment to us at canadasupport@hisense.com.

The filter is dirty and therefore; the dehumidifying capacity is decreased.  You need to clean the filter. Please refer to your user manual for specific instructions. Once your light comes up, check the filter every two weeks to see whether it needs cleaning. Your filter needs to be clean for the best operation efficiency.

The Hisense Dehumidifier hose length is 16 feet maximum. The draining height is 16 feet maximum.

Your Hisense Dehumidifier humidity can be set between 30% Relative Humidity and 80% Relative Humidity.

If your product does not have power or is not cooling contents, we will do our best to support you and offer you a solution. Please contact our customer support team at 1-855-344-7367 so we can create a priority ticket. As soon as an authorized service technician becomes available, we will do our best to prioritize you for service. 

In the meantime, please follow these tips for emergency preparedness:

• Keep the refrigerator and freezer doors closed as much as possible
• Purchase a compact refrigerator as a backup, if possible
• Purchase a bag of ice and use a cooler in a dry, dark place 
• Purchase a block of ice, if possible to place inside your freezer

If you have another or a secondary device you can use, we would advise using it at this time. If your TV will not power on or you are not getting reception, please contact us at 1-855-344-7367 so we can create a service ticket. We will do our best to assist customers as quickly as possible at this time. Please understand delays may occur as a result of social distancing, self-isolation, and government orders and some companies are choosing to temporarily close for the safety of their employees and customers. Companies that remain open may choose to change their procedures including but not limited to: ceasing home television inspections or repairs and requesting that customers bring their units to an authorized service centre.

No, there is no Roku Activation Fee. Roku does not charge any kind of fee to activate their platform. Please see the information posted on the Roku website regarding Roku scams.  

https://support.roku.com/en-ca/article/208757068-will-i-be-charged-for-customer-service-or-device-activation-

DO NOT SEARCH on online for “Roku Activation.” This may lead you to a Roku Activation Fee Scam website. CAREFULLY type in the Roku activation link into your web browser when prompted by your TV.

Our warranty on our televisions is one-year parts and labour. If your unit is under 45” screen size, it is a carry-in warranty – and you’ll be required to take your unit into the nearest authorized service centre (we will provide this information to you when you reach out to our customer care team). If your TV is larger than 45” screen size, your unit will be serviced in-home. Please note, our warranty does not cover physical damage.

*Always open your new TV within 24 hours of purchasing it, even if it is a gift for someone.*
If you receive a TV with a damaged screen out of the box, please reach out to the retailer where it was purchased immediately. You may be asked to provide images. If a unit is damaged in shipping or while stored in a retailer’s warehouse, they are responsible for assisting you. Please note, screens cannot be repaired. If you wait too long after purchasing it, your warranty is void because it does not cover physical damage.

If your remote is defective or your dog ate your old one, we can help. Your one-year television manufacturer’s warranty covers defective remotes. If your remote has stopped working and you are within the warranty period, please send us a copy of your receipt/proof of payment, your model and serial number, and your full mailing address (no PO boxes) and a phone number to canadasupport@hisense.com. 

If your remote is lost, or out of warranty, it can be ordered directly through our third-party parts facilitator, CCSI Canada.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

Please have your model and serial number ready when ordering. Please note, at this time CCSI does not have bilingual customer service members. If you are French-speaking only, please reach out to us at the email above.

Alternatively, you may try looking at an online retailer like Amazon or Ebay for spare remotes. Please note, we cannot verify the condition of any parts ordered through anyone outside of Hisense Canada or their authorized partners and are not responsible if the remote purchased is incompatible with your television.

For spare parts orders, CCSI accepts most major credit cards over the telephone. If you are in the Mississauga area and wish to pick up a remote or other part from our corporate office, we can also accept cash and debit on site.

The serial number is 15 (TVs) or 23 (Refrigerators and Chest Freezers) -character code made up of letters and numbers and is written under a barcode on a small white label sticker, located inside the fridge on the left-hand side wall behind the crisper drawer. On Televisions, it is on a white sticker on the backside of the TV. You can also find it when the TV is on by going to the Menu > About or Menu > Support

Please contact Hisense Support at 1-855-344-7367 or canadasupport@hisense.com for contingency Parental Control Reset procedures. We’re here to help.

Our Hisense manufacturer comprehensive warranty covers a wide range of technical issues, but physical damage is not one of them. A delicate TV panel is located right behind the front screen cover for our TV. Any excessive pressure or impact to the TV itself can damage the internal TV panel without affecting the front screen cover as the front sturdy cover acts as a protective layer from any outside elements to the inside panel. When a claim like this occurs, we will always ask you for photos. It is easy to spot impact damage in the photos provided to us. Unfortunately, once the internal panel is damaged, the TV is irreparable, and it would not qualify for warranty coverage.  

You can register your product on the registration page of our website. From time to time, we hold contests or promotions for those who have registered their products. If you opt-in to receive news and updates you may receive bi-monthly emails from us introducing new products, contests, review videos, and promotions.

Our system is organized by phone number. Your customer profile identification is your phone number – not your name. The other reason we request it is when we ship space parts or USB keys to you (remember: no PO boxes), we require a phone number for the shipping companies in case they are trying to reach you. In addition, if your order is out of warranty, we need to be able to call you to process payment. Failure to provide a valid Canadian phone number may result in delays in assisting you.

If your Television or Home Appliance requires servicing, you can send us an email at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment, if the unit is in warranty. Please send us any images or videos if the issue you are describing is visual or audible. The more you send us upfront, the less of a delay in going back and forth as we ask for more information. Our goal is always to help you as quickly as possible so you can get back to enjoying your Hisense product.

We are a high-volume customer support team. We want to assist our customers as quickly as possible. When we must have an email exchange going back and forth, it delays how fast we can create a ticket for a technician or dispatch spare parts for you. The more information we are given upfront, the quicker we can process and help you. Sometimes, this is the difference between losing half the food in your fridge or all of it.

Please see specific products for individual warranty terms. Our general warranty terms are as follows.

• Televisions come with a one-year manufacturer’s parts and labour warranty on them. Warranties do not cover physical or impact (screen) damage. Warranties vary by size of the screen and are either carry-in or in-home.
• Our Laser TV comes with a two-year manufacturer’s parts and labour warranty on it.
• Our full-size refrigerators have a one-year parts and labour, and a five-year compressor warranty on them.
• Our compact refrigerators have a one-year exchange warranty on them.
• Our other home appliances have a one-year parts and labour warranty on them.
• Our air products have a two-year exchange warranty on them.

Only products purchased from a Hisense authorized retailer qualify for warranty coverage. If you purchase your product from the US or through a non-authorized retailer, your warranty will not be valid in Canada, and you will need to go directly through the outlet purchased if you are seeking warranty coverage. If the retailer is not listed on our product page, chances are, they are not authorized. If you are not sure, feel free to email us at canadainfo@hisense.com to ask before you buy. Please be cautious when purchasing from an online marketplace or reseller because the condition of those products cannot be guaranteed. There is plenty of third party black and grey market merchandise available through marketplace sellers on legitimate websites like Amazon and Walmart.ca. Buyer beware. For more information, please read https://www.hisense-canada.com/en/legal.

If you purchased your unit from a non-authorized retailer, we can still provide you with information for authorized service technicians in your area, and access to spare parts (if available), but this will be at your expense.

We require receipts to issue warranty service. Our authorized service technicians will not attend a service call without it. In order to issue you a return authorization or exchange, we need to know which exact location the product was purchased and the date. If the retailer is unable to issue a reprint of a receipt, we may be able to take other documentation proving a purchase was made at that specific retailer. Please email us at canadainfo@hisense.com and we will do our best to help you. 

If your unit was provided to you as a gift or was won as part of a corporate event, please ask the sender or the company to provide a copy of the receipt so you can take advantage of the warranty, if necessary. If the unit was received as part of a Hisense contest or promotion, please email us at canadainfo@hisense.com to request a “Hisense warranty form”. You will be asked verification questions. 

Your refrigerator has a 5-year compressor warranty on it. If your unit was included when you purchased your home, and the builder does not have the documentation, you may be able to get it directly from a retailer.

Your unit was likely purchased from either The Brick or Trail Appliances as they handle the majority of our builder business. You can email them at the following.

comcare@thebrick.com

callcentre@trailappliances.com

Let them know your issue. Provide your full physical address, model and serial number. They will be able to provide a blacked out (if you are not the original owner) receipt for you to continue with the claim process. Then email that to us at canadainfo@hisense.com. If you need help, please let us know.

You have three options.

1. You can go to the specific product page if it is a current model and click on the “Support” tab on the right-hand side of the bar near the top of the page. This will take you to a support page where you can download all available support documents.
2. You can go to the top right-hand side of the home page and click on the magnifying tab/search bar. Manually type in your product name (ex: 55H7709 or RB17) and press enter. You will be taken to the same page and you can click on whichever support document you wish to download.
3. You can click the menu in the top right-hand corner and drop down to support. You can click on “Support”. You will be taken to a support portal. Click on your product category icon. Then use the dropdown below to select your product from the list. Please note, the dropdown will not populate until you select your product category icon.

There are a few simple checks you can do to determine if there is a technical issue or a simple at-home fix.

1. See if the light comes on when you open the fridge door and make sure the power is connected correctly.
2. Change the plug to another socket and be sure other electrical devices work when connected to the same power outlet.

If neither of those work, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty. Please note, the more information you provide immediately, the quicker we can help you. 

You may need to adjust the temperature. To lower the fridge temperature, simply adjust the thermostat. Listen to see if you can hear the sound of the compressor running, or the sound of the compressor starting and stopping continuously. If this does not make your refrigerator cool down, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty.

Ice generally forms when there are ventilation issues inside the refrigerator. Check the temperature setting to ensure it’s not too low. Make sure the doors are properly sealed when closed. A small amount of ice may form but this will disappear on the defrost cycle. Consider moving items an inch or so away from the back wall if this happens.

A slim layer of ice or condensation on the back wall is normal because the refrigerator is cold. All mini-fridges with the evaporator on the back of the liner work the same way. The way we have designed our compact fridge is different from many others that have the "freezing" occur in a hidden part of the refrigerator instead of in the open. We have eliminated that extra storage section to both keep costs lower and leave more room to store drinks. The compressor inside your unit is set to do an automatic defrost once it gets too cold, and the water will drip down to the drain hole.

Moisture will build up if the refrigerator door is obstructed or not sealing properly. Verify nothing is blocking the door from closing and the door is sealing all around the edges.

Using a damp washcloth, wipe the entire rubber edge of the door seals as well as the fridge contact points. Verify the seal is pushed in firmly all around the edges and test the door is correctly sealing. You may also try using a warm hairdryer on the rubber seal as a temporary solution. If you require a replacement please contact our support team at canadasupport@hisense.com. Please include your model number, serial number, full physical address (no PO boxes) and a phone number so we can issue a service ticket and ensure our authorized technicians have access to a replacement seal. 

If the unit was transported on its side, we recommend sitting it in the correct position and waiting at least 12 hours before you plug it in and use it.

Our Portable AC units are designed to be 'waterless’ and won't require draining under normal usage conditions. Condensed water will be evaporated outside though the air exhaust hose. If the environment humidity is extremely high the water container goes full, the machine will display E5 and stop running. After draining the water, the unit will work again.

Some freezing is normal when the dehumidifier is used at a low temperature. Make sure that the device’s location is above 38 degrees Fahrenheit. When the temperature is lower than 38 degrees Fahrenheit, the surface of the evaporator can freeze, then the compressor will turn off. The operating temperature needs to be between 38° and 90°. The de-icing function will turn off the compressor if used in low-temperature conditions. When the de-icer senses the correct operating temperature, the compressor will cycle back on.

There are a few different reasons for this.

1. The water is full. Please drain the water - refer to your user manual.
2. The water bucket is not installed properly. Remove the bucket from the unit and reinstall the bucket so that it fits all the way into the dehumidifier.
3. Check if the water level float is in place. Remove the bucket. Make sure the float is snapped in place. Reinstall the bucket.
4. Unplug the unit, then plug the unit back in check if the light is off.

If none of these suggestions work, your unit may be broken or defective. If your unit is within the two-year exchange warranty, please email your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment to us at canadasupport@hisense.com.

If you reach out to our call centre or are following a thread on a site like Reddit, you may be asked to locate or provide your firmware version as part of the troubleshooting process. Locating it on each of our operating systems is a little bit different.

Please see the detailed instructions below.

VIDAA: Press the button showing the box and 3 horizontal lines on your remote. This will launch your menu. Scroll down to SETTINGS > Select SETTINGS and scroll down to SUPPORT > Select Support and then select SYSTEM INFO > Scroll down to ABOUT > Select ABOUT. Your firmware will be the third row from the top.

ROKU: Press the Home button on your Roku remote > scroll down to System > Click About >it’s the information on the fourth row from the top. You can also scroll down to System Update from the System Menu to check for an update and view your current software version.

Android: Go to your settings in the top right-hand corner > Scroll down to help > Select System message > The software version is third from the top.

Your firmware version on VIDAA and Android TVs is a long V0 number ending in a letter and four numbers. We require the X1234 number to assist in most cases. Please note, Roku pushes their own software to Roku TVs.

You can register your product on the registration page of our website. From time to time, we hold contests or promotions for those who have registered their products. If you opt-in to receive news and updates you may receive bi-monthly emails from us introducing new products, contests, review videos, and promotions.

Our system is organized by phone number. Your customer profile identification is your phone number – not your name. The other reason we request it is when we ship space parts or USB keys to you (remember: no PO boxes), we require a phone number for the shipping companies in case they are trying to reach you. In addition, if your order is out of warranty, we need to be able to call you to process payment. Failure to provide a valid Canadian phone number may result in delays in assisting you.

If your Television or Home Appliance requires servicing, you can send us an email at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment, if the unit is in warranty. Please send us any images or videos if the issue you are describing is visual or audible. The more you send us upfront, the less of a delay in going back and forth as we ask for more information. Our goal is always to help you as quickly as possible so you can get back to enjoying your Hisense product.

We are a high-volume customer support team. We want to assist our customers as quickly as possible. When we must have an email exchange going back and forth, it delays how fast we can create a ticket for a technician or dispatch spare parts for you. The more information we are given upfront, the quicker we can process and help you. Sometimes, this is the difference between losing half the food in your fridge or all of it.

Please see specific products for individual warranty terms. Our general warranty terms are as follows.

• Televisions come with a one-year manufacturer’s parts and labour warranty on them. Warranties do not cover physical or impact (screen) damage. Warranties vary by size of the screen and are either carry-in or in-home.
• Our Laser TV comes with a two-year manufacturer’s parts and labour warranty on it.
• Our full-size refrigerators have a one-year parts and labour, and a five-year compressor warranty on them.
• Our compact refrigerators have a one-year exchange warranty on them.
• Our other home appliances have a one-year parts and labour warranty on them.
• Our air products have a two-year exchange warranty on them.

If your unit was provided to you as a gift or was won as part of a corporate event, please ask the sender or the company to provide a copy of the receipt so you can take advantage of the warranty, if necessary. If the unit was received as part of a Hisense contest or promotion, please email us at canadainfo@hisense.com to request a “Hisense warranty form”. You will be asked verification questions. 

Our products are sold at retailers across Canada, including, Costco Canada, Bestbuy.ca, Walmart Canada, Brault & Martineau, Visions Electronics, Leon’s, The Brick, Lowe’s Canada, Rona, 2001 Audio Video, The Source, Canadian Tire, Amazon.ca, as well as some local specialty retailers. For more information, or to verify an authorized retailer not mentioned above, please contact us. Please note, Hisense Canada does not sell direct. Please note, online “Marketplace” sellers are not authorized retailers and products purchased through them do not qualify for manufacturer's warranty coverage. 

We are one of the largest TV brands in the world, with our home appliances and consumer electronics available in over 130 countries. Hisense has held the #5 TV share position globally* and the #1 TV share position in China for 13 consecutive years. Hisense celebrated it's 50th anniversary globally in 2019. Over the past 50 years, Hisense has grown into a leading technology company manufacturing televisions, refrigerators, laundry, dishwashers, air conditioners, and mobile phones. Our Hisense family has grown from 30 people based in Qingdao, China, to 90,000 associates in 130 offices around the world. Some of Hisense founding principles are technology, innovation, and quality and our products embody those beliefs. We strive to provide you with products that make your life easier and bring you joy. We have an ingrained dedication to developing and producing cutting-edge technology - and we win awards at CES every year to prove it. Don't take our word for it - our products are often reviewed by technology Influencers across North America, and by popular technology sites like Rtings.com. It's nice to meet you. 

Our website is integrated with BazaarVoice – which is a review authentication platform used by brands and retailers. You can write a review on the specific product page on our website. If the product is not visible on our website, or you want to compliment a member of our customer service team, you may do so by emailing canadainfo@hisense.com

We sure are. We can be found on Facebook, Twitter, Instagram and YouTube with the handle @HisenseCA. Connect with us for new product updates, contest announcements, and other cool stuff! And if you love your Hisense product, please write us a recommendation using #HisenseForRealLife on Facebook or on Google. 

You have three options.

1. You can go to the specific product page if it is a current model and click on the “Support” tab on the right-hand side of the bar near the top of the page. This will take you to a support page where you can download all available support documents.
2. You can go to the top right-hand side of the home page and click on the magnifying tab/search bar. Manually type in your product name (ex: 55H7709 or RB17) and press enter. You will be taken to the same page and you can click on whichever support document you wish to download.
3. You can click the menu in the top right-hand corner and drop down to support. You can click on “Support”. You will be taken to a support portal. Click on your product category icon. Then use the dropdown below to select your product from the list. Please note, the dropdown will not populate until you select your product category icon.

If the appliance has been upright during transit you can switch it on immediately. Ask your driver if it has been loaded on its side, if this is this case, we would suggest waiting 12 hours. If you transported a compact refrigerator yourself in a personal vehicle, on its side, you need to let it settle for a minimum of 4 hours to let the compressor oil filter through. The longer, the better.

NO, our portable air conditioners use R410A, a n environmentally friendly refrigerant.

At this time, Hisense Canada is only set up to sell through an in-store and online retailer network. We do not offer e-commerce or direct sales through our website or customer service department.

Our different retailers have different customer demographics with different needs. The retailers understand their clients best so when they see our product line ups early in the year, they are able to decide which specific appliance or television models will best be suited to their customer’s needs. 

Yes! Throughout the year, Hisense Canada’s in-house social media team, as well as our PR partner, Enterprise PR, will create campaigns and partnerships with Influencers and reviewers in the tech, design and lifestyle space. If you are interested in working with Hisense Canada, please send your media kit, any campaign ideas you may have, and what product(s) are you interested in featuring or reviewing to canadainfo@hisense.com and you will be forwarded to the marketing team for review.

If you are looking for Hisense to make a product donation to your event or charitable initiative, please send an email to canadainfo@hisense.com with information about your ask and the event or initiative. Your request will be reviewed by our team. We will reach out if there are opportunities or if we are able to contribute. Please note, we are not able to respond to every request.

Our warranty on our televisions is one-year parts and labour. If your unit is under 45” screen size, it is a carry-in warranty – and you’ll be required to take your unit into the nearest authorized service centre (we will provide this information to you when you reach out to our customer care team). If your TV is larger than 45” screen size, your unit will be serviced in-home. Please note, our warranty does not cover physical damage.

*Always open your new TV within 24 hours of purchasing it, even if it is a gift for someone.*
If you receive a TV with a damaged screen out of the box, please reach out to the retailer where it was purchased immediately. You may be asked to provide images. If a unit is damaged in shipping or while stored in a retailer’s warehouse, they are responsible for assisting you. Please note, screens cannot be repaired. If you wait too long after purchasing it, your warranty is void because it does not cover physical damage.

Our Hisense manufacturer comprehensive warranty covers a wide range of technical issues, but physical damage is not one of them. A delicate TV panel is located right behind the front screen cover for our TV. Any excessive pressure or impact to the TV itself can damage the internal TV panel without affecting the front screen cover as the front sturdy cover acts as a protective layer from any outside elements to the inside panel. When a claim like this occurs, we will always ask you for photos. It is easy to spot impact damage in the photos provided to us. Unfortunately, once the internal panel is damaged, the TV is irreparable, and it would not qualify for warranty coverage.  

Our system is organized by phone number. Your customer profile identification is your phone number – not your name. The other reason we request it is when we ship space parts or USB keys to you (remember: no PO boxes), we require a phone number for the shipping companies in case they are trying to reach you. In addition, if your order is out of warranty, we need to be able to call you to process payment. Failure to provide a valid Canadian phone number may result in delays in assisting you.

If your Television or Home Appliance requires servicing, you can send us an email at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment, if the unit is in warranty. Please send us any images or videos if the issue you are describing is visual or audible. The more you send us upfront, the less of a delay in going back and forth as we ask for more information. Our goal is always to help you as quickly as possible so you can get back to enjoying your Hisense product.

Please see specific products for individual warranty terms. Our general warranty terms are as follows.

• Televisions come with a one-year manufacturer’s parts and labour warranty on them. Warranties do not cover physical or impact (screen) damage. Warranties vary by size of the screen and are either carry-in or in-home.
• Our Laser TV comes with a two-year manufacturer’s parts and labour warranty on it.
• Our full-size refrigerators have a one-year parts and labour, and a five-year compressor warranty on them.
• Our compact refrigerators have a one-year exchange warranty on them.
• Our other home appliances have a one-year parts and labour warranty on them.
• Our air products have a two-year exchange warranty on them.

Only products purchased from a Hisense authorized retailer qualify for warranty coverage. If you purchase your product from the US or through a non-authorized retailer, your warranty will not be valid in Canada, and you will need to go directly through the outlet purchased if you are seeking warranty coverage. If the retailer is not listed on our product page, chances are, they are not authorized. If you are not sure, feel free to email us at canadainfo@hisense.com to ask before you buy. Please be cautious when purchasing from an online marketplace or reseller because the condition of those products cannot be guaranteed. There is plenty of third party black and grey market merchandise available through marketplace sellers on legitimate websites like Amazon and Walmart.ca. Buyer beware. For more information, please read https://www.hisense-canada.com/en/legal.

If you purchased your unit from a non-authorized retailer, we can still provide you with information for authorized service technicians in your area, and access to spare parts (if available), but this will be at your expense.

We require receipts to issue warranty service. Our authorized service technicians will not attend a service call without it. In order to issue you a return authorization or exchange, we need to know which exact location the product was purchased and the date. If the retailer is unable to issue a reprint of a receipt, we may be able to take other documentation proving a purchase was made at that specific retailer. Please email us at canadainfo@hisense.com and we will do our best to help you. 

If your unit was provided to you as a gift or was won as part of a corporate event, please ask the sender or the company to provide a copy of the receipt so you can take advantage of the warranty, if necessary. If the unit was received as part of a Hisense contest or promotion, please email us at canadainfo@hisense.com to request a “Hisense warranty form”. You will be asked verification questions. 

Your refrigerator has a 5-year compressor warranty on it. If your unit was included when you purchased your home, and the builder does not have the documentation, you may be able to get it directly from a retailer.

Your unit was likely purchased from either The Brick or Trail Appliances as they handle the majority of our builder business. You can email them at the following.

comcare@thebrick.com

callcentre@trailappliances.com

Let them know your issue. Provide your full physical address, model and serial number. They will be able to provide a blacked out (if you are not the original owner) receipt for you to continue with the claim process. Then email that to us at canadainfo@hisense.com. If you need help, please let us know.

Our full-size home appliances have a one-year parts and labour warranty. In addition, our full-size refrigerators have a five-year compressor warranty on them. Our compact refrigerators and chest freezers have a one-year exchange warranty on them. Our portable air conditioners and dehumidifiers have a two-year exchange warranty on them.

In a nutshell, if your refrigerator has compressor issues, it is an unfixable defect. If your unit is out of the one-year warranty but within the five-year compressor, you are responsible for paying for the cost of an authorized technician to diagnose the unit as compressor failure (or another issue). We can provide an authorized contact to you if you wish. If the technician diagnoses your unit with compressor failure and provides us with a report detailing this, the unit will be replaced under warranty. If the retailer where it was purchased no longer carries your model, you will receive a re-selection credit for the value of your unit. Please note, you are free to contact any licensed appliance technician if the unit is out of warranty, but we will still require them to provide a report to us detailing that the compressor is the fault found. They can email that to us at canadainfo@hisense.com. Please note, if the unit is under warranty, you must use an authorized technician, or the costs incurred will be an out of pocket expense for you. We do not reimburse for service.

The first step is to take note of your model and serial number. Once you do that, take an image of the inside of your fridge indicating where the broken/cracked piece is. If the piece is removable, remove it and take another image of the broken part. Send the images, and the unit model/serial number information to canadasupport@hisense.com (along with your full mailing address and phone number) and we will provide a quote for the requested parts. If the interior parts crack under warranty or are broken out of the box, they will be replaced free of charge. Please note, your warranty does not cover physical damage. If the exterior of your unit is damaged out of the box or during installation, please reach out to both us and the retailer where it was purchased and include photos. If your unit is out of warranty, you can reach out directly to our partner, CCSI and they can help you.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Hours:
Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

Our warranty on Hisense air products is a 2-year exchange warranty. Unfortunately, we do not stock spare parts for repairs on our air products as the cost to repair them is often too high for our customers. We will exchange your unit under warranty for a new one. Sometimes, we can acquire specific parts through our recycling program, but that is not always the case. Email us at canadainfo@hisense.com for more information.