Customer Information
Frequently Asked Questions
Over 40 answers from our support team — search, filter by topic, or browse the full list.
Orders
Orders questions
How do I place an order?
Add products to your basket, choose delivery and optional installation at checkout, and pay by card, Apple Pay or Google Pay. You'll receive a confirmation email within minutes.
Can I amend my order after checkout?
Yes — as long as your order hasn't yet been dispatched. Contact us as soon as possible and we'll make the change or, if that's not possible, arrange a straight swap on delivery.
Can I cancel my order?
You can cancel free of charge any time before dispatch. After dispatch it becomes a return — still free on eligible items and covered by our 30-day policy.
Do you send an invoice?
A VAT invoice is emailed on dispatch and is always available in your account under 'Orders'.
Can I order over the phone?
Absolutely. Call our team on 0800 123 4567 and we'll take you through the process from sizing to checkout.
Do you offer trade or bulk pricing?
Yes — email trade@climio.co.uk with a short brief and our commercial team will come back within one working day.
Delivery
Delivery questions
How much does delivery cost?
Free on UK Mainland orders. Express next-day is £19 where available. Europe from £19.99, international from £29.99.
How long does delivery take?
UK 2–3 working days standard, next working day express, Europe 3–6 working days, international 5–10 working days.
Can I nominate a delivery day?
Yes — offered for two-person and large-appliance deliveries during the dispatch step, with a two-hour arrival window.
Do you deliver to Northern Ireland?
Yes, on the same free UK Mainland service for standard items. Very large multi-split systems may carry a small ferry supplement, shown at checkout.
What if I miss the delivery?
Our courier will attempt delivery the next working day and, if unsuccessful, hold the parcel at a nearby depot. You can always rearrange via the tracking link.
Do you deliver to the Highlands and Islands?
Yes — typically 3–5 working days with a small handling supplement on very large items, always shown before checkout.
Returns
Returns questions
How long do I have to return an item?
30 days from delivery to open a return. Items should be unused, unregistered and in their original packaging.
Is UK collection free?
Free for change-of-mind returns on items under 20kg. Larger appliances carry a small courier contribution, shown before you confirm.
When will I receive my refund?
Refunds are issued to your original payment method within 3–5 working days of the item being inspected.
Can I return an installed air conditioner?
Installed units can't be returned under the change-of-mind policy, but remain fully covered by the manufacturer warranty.
What if my item arrives damaged?
Note the damage on the courier's proof of delivery and email us within 48 hours with photos — we'll arrange a replacement or refund immediately.
Can I exchange for a different model?
Yes — let us know at the point of return and we'll reserve the replacement while we collect the original.
Installation
Installation questions
Do you offer professional installation?
Yes — F-Gas certified engineers install every wall-mounted, ceiling and multi-split system nationwide.
How much does installation cost?
A typical single-room install starts from £695, fully inclusive of pipework, brackets and commissioning. Multi-splits are quoted after a free survey.
Is the survey really free?
Yes — completely free and without obligation. Roughly 30–45 minutes on-site.
How long does an install take?
Single-split wall-mounted units take 4–6 hours; multi-split systems can take a second day.
Do I need planning permission?
In most English homes, air conditioning is covered under permitted development. Listed buildings, conservation areas or leasehold properties may need consent — we'll flag this at survey.
Is workmanship guaranteed?
Yes — every install carries a 5-year Climio workmanship guarantee in addition to the manufacturer warranty.
Warranty
Warranty questions
How long is the warranty?
Typically 2 years on portables and fans, 5 years on premium wall-mounted units, and up to 7 years on selected inverter systems.
Do I need to register my warranty?
No — we register it automatically the moment your order is dispatched.
Is labour included?
Yes — labour, travel and diagnostics are included in full for the entire warranty period.
How do I make a claim?
Email warranty@climio.co.uk with your order number and a short description or video. We triage within one working day.
Can I extend my warranty?
Yes — an all-inclusive 8-year care plan is available at checkout from £6.99 per month, including annual servicing.
Products
Products questions
How do I size an air conditioner for my room?
As a rule of thumb, allow roughly 340 BTU per square metre. Our specialists can size your space precisely — just share your room dimensions.
Are Climio units energy efficient?
Yes — we only stock A-rated products or better. Most air conditioning is A++ or A+++, potentially reducing running costs by up to 40% vs older units.
How noisy is a modern air conditioner?
The quietest units in our range run at just 19dB(A) indoors — quieter than a whisper. All models publish accurate sound data on their product page.
Can I control the unit from my phone?
Every Climio Smart series unit ships with Wi-Fi and works with iOS, Android, Amazon Alexa and Google Home.
Do the units also heat?
Yes — every wall-mounted and ceiling unit we sell is a reversible heat pump, delivering efficient heating in winter as well as cooling in summer.
How often should I service my unit?
Every 12–18 months for wall-mounted systems. We'll email a reminder before yours is due.
Payments
Payments questions
Which payment methods do you accept?
All major debit and credit cards, Apple Pay and Google Pay. Bank transfer is available on commercial orders.
Is my payment secure?
Yes — payments are processed by our PCI-DSS-certified payment provider. Your card details never touch our servers.
Do you take a deposit for installations?
No deposit is required — you pay in full at checkout and the installation team is paid on your behalf on completion.
Can I get a VAT invoice?
A VAT invoice is emailed automatically with every order and is always available in your account.
General
General questions
Do you have a showroom?
Yes — 1 Coolhouse Yard, London EC1V 9AA. Open Monday to Saturday.
How can I speak to a specialist?
Call 0800 123 4567 (8am–8pm every day), email hello@climio.co.uk or use live chat via the Contact page.
Where are you based?
Climio is a UK company with warehousing in the Midlands, a showroom in London and a nationwide network of installation engineers.
Do you have a mailing list?
Yes — join at the foot of any page for occasional buying guides, seasonal offers and new product announcements. No spam, ever.
We're here to help
Still need a hand?
Speak with a Climio climate specialist. We'll size a room, troubleshoot a unit, arrange installation, or track down your order — usually within a few minutes.