Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated:  JULY 2024

1. General Questions
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2. Product Questions For X1
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3. Shop Questions
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1.General Questions

What is Aeocky's return policy?

       Aeocky want you to be completely satisfied with your purchase, so we
accept returns on all items within 30 days of the purchase date, further 30
days no-reason return, total 60 days!

What is Aeocky's warranty policy?

       Aeocky offers a 3-year warranty on all products and a 5-year warranty on compressors, which is higher than any other company in the industry.

How to contact us？

       Aeocky Support Team E-mail：Support@aeocky.com
       We will reply within 24H！

2.Product Questions For X1

The item appears to have been used

       We guarantee that all products sold are brand new and unopened. To ensure product quality, each item undergoes electrical testing before leaving the factory. This process may leave minimal residual moisture inside the product or water tank, which is a result of safety testing rather than prior use. Please rest assured that the product is safe to use.

       If the product has particularly obvious signs or evidence of use, it is very likely that Amazon has mistakenly shipped the returned product. We will resend you a new product. Please contact our support team directly!

Leaking Water

      Please kindly follow these steps to troubleshoot the issue:
      1. Check if the drain hose is securely inserted into the end of the water tank connection.
      2. Ensure the drain hose cut is smooth and trim it if necessary to prevent it from coming loose.
      3. If not using the water hose for drainage, ensure the water tank plug is tightly sealed.
      4. Since the water hose drains by gravity, ensure the drainage end is not submerged in water and is positioned lower than the water tank for smooth drainage.
      5. If the leakage issue persists, please contact our customer service team for further assistance.

Performance has decreased

      Please kindly follow these steps to troubleshoot the issue:
      1. Is the air blowing out from the back vent of the dehumidifier warm?
      2. Under normal circumstances, we can see the rotating inner rotary through the back vent.Could you please confirm whether the rotary is rotating? You can use the flashlight on phone to illuminate it, which will make it easier to check.
      3. If the unit is blowing warm air and the rotary is operating normally, it is possible that a water film has formed on the condenser tubes, which causing the normal dehumidification process to be disrupted.
       We suggest that you try tapping the air inlet to vibrate the condenser tubes and then sha-king the machine to disperse the water film on the condenser tubes, allo-wing the dehumidifier to resume normal operation.
      4. If the above methods do not restore the dehumidifier's performa-nce, please contact our customer service team for further assistance.

Hear an occasional noise

      After inspection by our technical experts, it has been confirmed that the noise is due to a slight downward displacement of the internal rotary caused by gravity when it rotates to the top. This is a normal occurrence and will not affect the performance or lifespan of the dehumidifier.Please rest assured to use it.

Can it operate continuously (24/7)?

      This dehumidifier can operate 24/7.
      If you need the dehumidifier to run continuously, please set the turbo mode without activating the timer function.
To prevent the dehumidifier from stopping due to a full water tank, we suggest using the provided hose and trimming it to the appropriate length. 
      Additionally, please place the dehumidifier at a higher position than the water outlet to ensure continuous drainage.

The machine didn't shut down when powered off

      When the dehumidifier triggers the tilt power-off program or is man-ually shut down, a 90-second delay shutdown program will be acti-vated to protect the product lifespan. During this process, internal com-ponents have ceased operation, while the fan continues to rotate for 90 seconds for heat dissipation, resulting in sound of airflow. Once the 90-second delay shutdown program concludes, the fan will stop rotating, and the dehumidifier will shut down completely.
      If the machine continues to operate beyond 90 seconds without sto-pping, please contact our customer service team for further assistance.

Does it need to be manually restarted after a power outage?

      For safety reasons, the dehumidifier needs to be manually restarted after a power outage to resume operation.

      Additionally, after the device is turned off, the timer function will reset. If you wish to use the timer function again, you will need to set it up once more. If you choose not to activate the timer function, the machine will continue to run continuously.
      Aeocky hope my explanation will help you further understand our product. If you encounter any issues while using the product, please contact us at any time. 

The full-tank indicator light is blinking, and it cannot be reset

      The automatic shut-off function operates based on an internal magnetic sensor and a magnet-equipped white float. When the water tank reaches its maximum capacity, the white float rises to its highest position, activating the sensor. The internal magnetic sensor detects the magnet on the float, triggering an electrical signal that stops the dehumidifier from operating.

      Sometimes, the float can get stuck, causing the unit to incorrectly detect the tank as full of water. If the float is stuck, please try pressing it down and check if the dehumidifier resumes normal operation.
      If the issue continues, please do not hesitate to contact our customer service team for further assistance.

What is the inner diameter of the drain hose?

      The water hose included with this dehumidifier has an inner diameter of 5/16 inches (8mm).I hope this information should help you purchase the appropriate hose adapter or a longer hose as needed.

Plugged in but cannot power on

      Please kindly follow these steps to troubleshoot the issue:
      1. Ensure if the plug is securely inserted.
      2. Try using another outlet to verify if the issue persists.
      3. If the issue continues, please do not hesitate to contact our customer service team for further assistance.

3.Shop Questions

Why can't I buy products in Shopify?

       Aeocky has an official store on Amazon, click here to visit.
You can ship through FBA on Amazon, which is faster and safer!