providing the best value

RETURNS POLICY

1. Change of Mind Returns (ConsumerPurchases)

If you have purchased as a consumer online or by telephone, you have the right to cancel your order within 14 calendar days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise your right to cancel, please notify us by email or via our online contact form before the 14-day cancellation period expires.

Once your return has been authorised, the goods must be returned to us within 14 days of your cancellation request.

Refunds will be processed using your original payment method within 14 days of receiving the returned goods.

2. Conditions for Returning UnwantedGoods

To qualify for a full refund, returned goods must:

  • be complete with all accessories, manuals and packaging
  • be clean and undamaged
  • not have been installed
  • not have been modified
  • not show signs of misuse
  • be returned in their original packaging
  • be in a resaleable condition

We reserve the right to reduce your refund if the value of the goods has been diminished through handling beyond what would reasonably be expected when inspecting them in a retail shop.

Examples include:

  • damaged packaging
  • scratches or dents
  • missing accessories
  • missing manuals
  • excessive wear
  • evidence of installation or use
  • missing remote controls or ducting
  • damaged filters

Any deduction will reflect the loss in value of the goods.

3. Return Costs

Unless the goods are faulty or incorrectly supplied, the customer is responsible for arranging and paying for the return
of unwanted goods.

Return charges will be applicable for any rejected deliveries due to change of mind.

Portable air conditioners, commercial equipment and palletised deliveries can be expensive to transport.

If you would like us to arrange collection, collection charges will be deducted from your refund.

Typical collection charges are:

Product Collection Charge
Small parcels £10
Portable air conditioners From £35–£60
Commercial units Quoted for
Pallet deliveries Quoted for

4. Non-Returnable Products

The following items cannot normally be
returned unless faulty:

  • installed products
  • special order items
  • bespoke or made-to-order equipment
  • products modified to customer requirements
  • opened refrigerant products
  • used consumables
  • clearance items (unless faulty)

5. Returns Outside the Cooling-OffPeriod

After the statutory cancellation period has expired, returns are accepted solely at our discretion.

If we agree to accept a discretionary return:

  • the goods must be unused
  • the goods must be complete
  • original packaging must be present
  • a restocking charge of up to 35% may apply
  • any collection charges will also be deducted

FAULTY GOODS

6. Products Faulty Within 30 Days

If your product develops a manufacturing fault within 30 days of delivery, please contact our Technical Support team
before returning it.

Many issues can be resolved quickly without returning the product.

Where a genuine fault is confirmed, we will arrange one of the following:

  • repair
  • replacement
  • refund

in accordance with your statutory rights.

7. No Fault Found

If testing confirms the product is operating correctly and no manufacturing fault is found, we reserve the right
to:

  • return the goods to you
  • charge reasonable inspection/testing costs
  • charge return carriage

Examples include:

  • incorrect operation
  • incorrect installation
  • inadequate power supply
  • unsuitable application
  • customer expectation rather than product fault

This is particularly common with portable air conditioners installed into conservatories, static caravans, poorly
insulated buildings or oversized spaces where performance is affected by the environment rather than the equipment.

8. Products Faulty After 30 Days

If your product develops a fault after 30 days but remains within the warranty period, we will repair or replace the
goods where appropriate under the Consumer Rights Act 2015.

We may inspect the product before deciding the appropriate remedy.

In some cases, we may return the product to the manufacturer or authorised repair centre for inspection.

Warranty

All products include the manufacturer's warranty.

Warranty periods vary depending upon product type.

The warranty does not cover:

  • accidental damage
  • misuse
  • abuse
  • neglect
  • unauthorised repairs
  • improper installation
  • failure to follow operating instructions
  • commercial use where sold for domestic use
  • blocked filters
  • poor maintenance
  • cosmetic damage occurring after delivery

Goods Damaged in Transit

Please inspect your goods as soon as reasonably possible after delivery.

If your goods arrive damaged:

  • notify us upon receipt of the delivery
  • retain all packaging
  • provide photographs of:
  • the packaging
  • the delivery label
  • the damaged product

This allows us to process claims quickly with our carriers.

Failure to notify us promptly may delay investigation, although this does not affect your statutory rights.

Business Customers

The statutory cancellation rights contained within the Consumer Contracts Regulations apply only to consumers.

Orders placed by businesses, companies, partnerships or sole traders acting in the course of business are non-cancellable once accepted, unless otherwise agreed in writing.

Important Notice Regarding Portable AirConditioners

Portable air conditioners are designed to provide localised cooling within rooms that are appropriately sized and
ventilated.

Performance can be significantly affected by factors outside the control of the equipment, including:

  • room size
  • ceiling height
  • insulation levels
  • direct sunlight
  • large areas of glazing
  • open doors or windows
  • inadequate sealing around exhaust ducting
  • high external temperatures
  • heat-generating appliances

Reduced cooling performance caused by these environmental factors does not indicate that the product is faulty.