I have over many years had great experience with Samsung products and maybe once needed to interact with customer service regarding an issue. Never a problem. End of December and knowing Covid was again increasing and I have a vulnerable loved one to consider I decided to take care and purchase two air purifiers - one for bedroom and one for living area. I purchased what I thought were two very good bench top air purifiers plus 4 spare filters for approx $1,500. Not a small amount but I did not want to risk taking a short cut. Product finally arrived and was definitely not benchtop size. Would stand about 1m high and very heavy to move! I searched customer returns policy soon after receiving and the ONLY information showing after a couple of variations related to mobile phones. I tried calling customer service but after holding for a long time, hung up as I couldn't spare any further time. As Christmas and so a busy time at work, I did not manage to get back to the problem until about 19 days after delivery was received. Another search for returns policy, same outcome. Only mobile phones come up. I called and finally got an answer. I was heard, told the returns policy applied to the air filters also but they'd ask management if I would send through pics and that once a decision was made they would call me if answer was no or email me if they'd accept a return. I got the phone call, they were happy the packaging was unopened (still had their strapping in place so no problems there!) but answer was no. Too late. I noted again that their returns policy in the search on their website only mentions mobile phones but - too bad. I should have called earlier AND WAITED longer than the 3/4 hour when I first tried reaching customer service. I do understand it is a bust time of year but they need more staff to cover in that case AND their search function needs to be fixed so covers something other than mobile phones - as it clearly does not apply to airfilter units. As the lawyers say: caveat emptor - buyer beware! I have been a very loyal Samsung customer due to good reliable product but I seriously wonder what direction the organisation is now taking if they do not make it easy for customers to locate returns policies when searching their own website and calls to customer service require significant time waiting (on mobile phone) to make enquiries.