Last Updated: 15 May 2024

At Climacool Store, we stand behind the quality of our HVAC and pool equipment. We are committed to ensuring your complete satisfaction with every purchase. This policy outlines the process for returning or exchanging items, designed with our professional technicians, contractors, and DIY enthusiasts in mind.

1. Return & Exchange Eligibility

You may return or exchange most new, unopened, and unused items within 15 days of receiving your shipment. To be eligible, the item must be in its original packaging, with all tags, manuals, and accessories included.

Please Note: For the health and safety of our community and to ensure the integrity of specialized equipment, the following product categories are FINAL SALE and cannot be returned or exchanged:
  • Cleaning Chemicals & Oils (e.g., refrigerant oils, cleaning agents)
  • Refrigeration Tools (e.g., gauges, manifold sets, specialist tools)
  • Any Opened or Used electrical components (e.g., Defrost Controllers, Digital Thermostats, Digital Timers)
  • Copper Pipe & Insulation that has been cut or measured to size
  • Fitting Kits that have been opened

2. The Return/Exchange Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of delivery, email our customer service team at [email protected] with your order number and reason for return/exchange.
  2. Receive Authorization: We will provide you with a Return Merchandise Authorization (RMA) number and instructions on where to send the item. Returns without an RMA number will not be accepted.
  3. Ship the Item: Securely package the item(s) in the original packaging. Include a copy of your order confirmation and the provided RMA number. Ship the package to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it reaches our warehouse.
  4. Inspection & Processing: Once received, our team will inspect the item. Upon approval, your refund or exchange will be processed.

3. Return Shipping Costs

  • If the return is due to an error on our part (e.g., wrong item shipped, defective item), we will provide a pre-paid shipping label and cover the return cost.
  • If the return is for any other reason (e.g., change of mind), the customer is responsible for all return shipping costs.

4. Refunds

Timing: After we receive and inspect your return, please allow up to 5-7 business days for the refund to be processed.

Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). The processing time for the refund to appear in your account may vary depending on your bank or payment provider.

Please note that original shipping fees are non-refundable for returns based on change of mind.

5. Exchanges

To exchange an item for a different product, please follow the standard return process. Once your return is received and inspected, we will process a refund for the original item. You can then place a new order for the desired item on our website.

6. Damaged or Incorrect Items

If your order arrives damaged or you receive the incorrect item, please contact us immediately at [email protected]. We will arrange for a replacement or correct item to be sent out at no extra cost to you, and provide a pre-paid label for the return of the incorrect/damaged item.

Return Request Email Template

To help you get started, here is a template you can use for your return request:

Subject: Return Request – Order #[Your Order Number] Dear Climacool Store Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product] Product Code/SKU: [If available] Reason for Return/Exchange: [e.g., Faulty, Incorrect Item, Change of Mind] I have read and understood the Returns & Exchanges Policy on your website. Please provide me with the necessary instructions and an RMA number. Thank you, [Your Full Name] [Your Phone Number] [Your Email Address]

For any further questions regarding our Returns & Exchanges policy, please do not hesitate to contact our dedicated support team at [email protected].

The Climacool Store Team
Your Partner in HVAC & Pool Solutions