Last Updated: 15 May 2024

At Climacool Store, we are dedicated to providing professional-grade HVAC and pool equipment to technicians, contractors, and DIY enthusiasts worldwide. We understand the importance of receiving your orders promptly and in perfect condition. This policy details our shipping methods and our straightforward returns process.

Shipping Information

We strive to process and dispatch all orders quickly to get your essential equipment to you as soon as possible.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or public holidays will be processed the next business day.

Shipping Methods & Delivery Times

We offer two reliable shipping options to cater to your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx.
    • Delivery time: 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Delivery time: 15-25 business days after dispatch.

Please note: Delivery times are estimates and may be subject to customs delays or other factors outside our control. We do not currently ship to parts of Asia and some remote regions.

Tracking Your Order

Once your order is dispatched, you will receive a confirmation email containing your tracking number and a link to monitor your shipment’s progress.

Returns & Exchanges Policy

Your satisfaction is our priority. If you are not entirely happy with your purchase, we are here to help.

1. Eligibility

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

Important: Final Sale Items

For health, safety, and hygiene reasons, the following product categories are FINAL SALE and cannot be returned or exchanged under any circumstances:

  • 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

To initiate a return or exchange, please follow these steps:

  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. 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 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.
  • 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: Original shipping fees are non-refundable for returns based on a 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.

Need Help?

For any questions regarding our Shipping or Returns policy, please contact our dedicated support team.

Email: [email protected]

The Climacool Store Team
Your Partner in HVAC & Pool Solutions