Refund policy
RETURN & REFUND POLICY — Climate Direct UK
Returns and Refunds
We want you to be satisfied with your purchase from Climate Direct UK. This policy applies in addition to your statutory rights under UK consumer law.
Change of mind – online purchases
If you are a consumer purchasing online, you normally have the right to cancel your order within 14 days from the day you, or a person nominated by you, receives the goods.
To exercise your right to cancel, please contact us within the 14-day cancellation period.
After notifying us of your cancellation, you must return the goods within 14 days.
Products must be returned with reasonable care and, where possible, with their original packaging, accessories, manuals and supplied components.
You may inspect goods in the same way that you reasonably could in a shop. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from the refund for any reduction in value, where permitted by law.
Return shipping costs
For change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless we agree otherwise.
Air-conditioning systems and other products we sell can be large, heavy or require pallet transport. Return transportation costs can therefore be significant. Please contact us before arranging a return so that appropriate return arrangements can be agreed.
If goods are faulty, damaged, incorrect or not as described, we will deal with the return in accordance with your statutory rights and, where applicable, arrange or cover reasonable return costs.
Faulty, damaged or incorrect goods
Please contact us as soon as possible if your order arrives damaged, is faulty, is incorrect or is not as described.
Where possible, please provide your order number, a description of the problem and photographs or video showing the issue. This helps us assess and resolve the matter quickly.
Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.
Air-conditioning equipment and installation
Air-conditioning and climate-control equipment must be installed, commissioned and handled in accordance with applicable legal requirements and the manufacturer's instructions.
Where a fault may relate to installation, commissioning or external damage rather than the supplied product itself, we may reasonably request information about the installation and commissioning so that the cause of the problem can be established.
This does not affect your statutory rights in relation to faulty goods.
Non-returnable items
We cannot accept a change-of-mind return where an exemption under applicable consumer law applies, including goods that have been made or modified to a customer's specifications.
This does not affect your rights where goods are faulty, not as described or otherwise do not conform to the contract.
Refunds
Once returned goods have been received and assessed, we will notify you regarding your refund.
Where you validly exercise your statutory right to cancel, refunds will be made in accordance with applicable UK consumer law, including the required refund timescales.
Refunds will normally be made to the original payment method.
For a valid cancellation, we will refund the standard outbound delivery charge where required by law. Any additional amount paid for a premium or enhanced delivery service above our standard delivery option does not have to be refunded where the law permits.
Orders cancelled before dispatch
If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible. Where the order can still be cancelled, we will process the cancellation and refund accordingly.
Your statutory rights
Nothing in this Return & Refund Policy excludes, restricts or replaces any rights or remedies that you have under applicable UK consumer law.
Contact
Climate Direct UK