Returns Policy

Changed your mind: 14 days to cancel

Because you buy from us online or by phone, you have 14 days to cancel without giving a reason under the Consumer Contracts Regulations 2013.

• For equipment, the 14 days start the day after you receive it. If your order arrives in more than one delivery, they start the day after the last one.
• For installation, the 14 days start the day after you place the order.
• You can cancel before the equipment has been dispatched. If so, we refund you in full within 14 days and there is nothing to send back.

Condition of returned goods

You may open the box and look the unit over as you would in a shop. Please return it unused, with all accessories, fittings, remote controls and paperwork, and in its original packaging where possible.

If a unit has been handled beyond what is needed to inspect it, we may deduct an amount from your refund to reflect the loss in its value. Examples include a unit that has been mounted, wired or had pipework connected, a unit that is scratched or damaged, or a unit returned without its packaging or inner protection in a way that means it can no longer be sold as new. We will tell you the amount and why before we refund the balance.

What cannot be returned for a change of mind

• An outdoor unit whose refrigerant service valves have been opened, or any unit that has been connected to a refrigerant circuit. Once refrigerant has been released or charged the unit cannot be resold and is no longer in a condition in which it can be returned.
• Equipment that has been installed, in full or in part.
• Installation work that has been completed at your express request within the 14 days. If you asked us to start early and cancel part-way through, you pay for the work done up to then.

None of this applies where the equipment is faulty: see below.

Faulty goods

Under the Consumer Rights Act 2015 equipment must be of satisfactory quality, fit for purpose and as described, and any installation we carry out must be done with reasonable care and skill.

• Within 30 days of delivery you can reject faulty equipment for a full refund.
• After 30 days you are entitled to a repair or replacement. If that does not fix the fault, or cannot be done in a reasonable time, you can ask for a price reduction or a refund.
• We pay the cost of returning or collecting faulty equipment.
• The 7-year manufacturer’s warranty is in addition to these rights. It requires the system to be serviced each year by an accredited installer or approved partner, counting from the day the system is commissioned.

To report a fault, email mail@refreshcooling.co.uk with your order number, a description of the problem and, if you can, photos or a short video. We will tell you the next step within two working days.

How to start a return

• Email mail@refreshcooling.co.uk or call 01253 366054 with your order number and tell us you want to cancel. You can also use the model cancellation form in our terms of sale, but you do not have to.
• Send the goods back, or make them available for collection, within 14 days of telling us. Do not send anything back before we have confirmed the return address.
• Pack the unit in its original box with the inner protection in place. Units damaged in transit because of poor packing may be subject to a deduction.
• Keep your proof of posting or collection.

Who pays return carriage

For a change-of-mind return you pay the cost of sending the equipment back. Air conditioning units are heavy and cannot normally be sent through the post, so you will usually need a pallet or two-man courier. You can arrange your own courier, or we can book a collection for you and deduct the cost from your refund; we will tell you the collection charge before booking. As a guide, a single indoor and outdoor unit collected from a mainland UK address typically costs [To confirm: return collection charge, roughly £60 to £120].

For faulty equipment we pay the return or collection cost.

Refunds

• We refund within 14 days of receiving the goods back, or of you showing us they have been sent, whichever is sooner.
• The refund includes the price of the goods and our standard delivery charge. If you chose a faster or more expensive delivery option, we refund the standard cost only.
• Refunds go back to the payment method you used. We do not charge a fee for refunding.
• Any deduction for diminished value or for a collection you asked us to book is set out in writing.

Business customers

The 14-day right to cancel applies to consumers. If you order as a business, returns for a change of mind are at our discretion and may carry a restocking charge; your rights for faulty goods under the Sale of Goods Act 1979 are unaffected.