Delivery and Installation

Ordering and confirmation

• Build your system online, or ask us to build the quote with you over the phone. You pay in full when you place the order.
• You receive an order confirmation by email straight away, with the equipment and the installation shown as separate lines.
• For installed orders, someone from Refresh Cooling calls you the same day to check the details from your quote, agree whether a survey visit is needed, and offer installation dates.
• For supply-only orders we confirm your installer’s F-Gas registration before dispatch. We cannot send equipment out until that is done.

Delivery times

• Equipment is typically delivered within 5 working days of your order (and, for supply-only orders, your F-Gas check).
• Peak season runs from May to September. During those months the manufacturer and its UK distributor can run short of some models, and supplier delays of up to 12 weeks can occur. We tell you the expected date before we take the order where we know it, and as soon as we know if it changes.
• Equipment is delivered by pallet or two-man courier to the kerbside or ground-floor entrance of the address on your order. Please check the boxes for damage before signing and tell us about any damage within 48 hours.
• Delivery is included in the price for installed orders. For supply-only orders, any carriage charge is shown in your quote before you pay.
• We deliver to mainland UK addresses only. We do not deliver to the Scottish Highlands, Northern Ireland, or offshore addresses such as the Isle of Man, the Isles of Scilly or the Channel Islands.

Installation times

• We book your installation date once your equipment has arrived. We agree the date with you on the call after your order.
• Peak season (May to September): demand rises sharply and installation slots fill up quickly, so lead times can be longer and we may offer the earliest available date rather than your preferred one.
• Where the manufacturer is short of a model, an installation can be pushed back by up to 12 weeks from the date first estimated. If that happens we tell you straight away, offer an alternative model where we can, and keep you updated. Our terms of sale explain your rights if a delivery runs late.
• Installation takes about a day per system. Your quote shows the estimated days on site, and multi-room systems take longer; we confirm how long when we book the date.

How we keep you informed

• Order confirmation by email when you order.
• A call or email to agree survey and installation dates.
• Dispatch notice with tracking or a delivery window for supply-only orders.
• A reminder before your installation date, with the engineer’s arrival window.
• If anything changes, we contact you as soon as we know. You can reach us at any time on 01253 366054 or mail@refreshcooling.co.uk.

Where we deliver and install

Supply-only equipment is delivered throughout mainland UK.

For launch, installation is carried out by Refresh Cooling’s own engineers in the North West, North East and Midlands only:

• North West: Blackpool, Preston, Lancaster, Manchester, Liverpool, Blackburn and the surrounding areas.
• North East: Leeds, Newcastle upon Tyne, Sunderland and the surrounding areas.
• Midlands: Birmingham, Nottingham, Leicester and the surrounding areas.

Installations outside the North West carry a regional travel uplift, which is included in your online quote. If your postcode is outside these three regions, you can still order supply-only and have a local F-Gas certified installer fit the system.

On the day

• Our engineers arrive within the window we gave you, introduce themselves and confirm the positions of the indoor and outdoor units with you before starting.
• Please make sure there is clear access to the walls where the units will go, a parking space for the van where possible, and that someone over 18 is at the property throughout.
• We mount the units, run the pipework in the trunking colour you chose, connect the electrics, pressure test and commission the system, and clear away our packaging and waste.
• Before we leave we show you how to use the system and the controller, and hand over the manufacturer paperwork and the commissioning record you will need for the warranty.
• Your 7-year manufacturer’s warranty starts when the system is commissioned and is kept in force by an annual service from an accredited installer or approved partner. The installation itself carries a 1-year labour and workmanship warranty from Refresh Cooling.