Customer Information
Returns & Refunds
Changed your mind, or something not quite right? Our premium returns centre makes it simple — 30 days to decide, free UK collection and clear timelines every step of the way.
30-Day Returns Policy
Take 30 days to be sure
We know a cooling system is a considered purchase. If it isn't right for your home, you have a full 30 days from delivery to arrange a hassle-free return.
30
Days to return, no questions asked
Free
UK collection on eligible items
3–5 days
Refunds after inspection
Return Timeline
How a return works
Four simple steps, fully managed by our support team.
Request your return
Complete the form below or email us with your order number. We'll acknowledge within one working day.
We arrange collection
Free UK courier collection at a time that suits you, or drop-off at a partner point — whichever you prefer.
Inspection at our warehouse
Our team check the item against our returns policy within 48 hours of arrival and email you the outcome.
Refund processed
Refunds are issued to your original payment method within 3–5 working days of inspection.
Start a Return
Request a return
Fill in a few details and our returns team will be in touch within one working day to arrange collection.
Detail
Everything covered by our policy
30-day returns policy
You have 30 days from the date of delivery to request a return on any unused product. Items should be in their original packaging with all accessories, remotes and manuals included. Because we sell premium climate equipment, the outer transit box may show minor courier marks — that's completely fine, we only ask that the manufacturer's inner packaging is intact so we can resell in an as-new condition.
Eligibility requirements
To qualify for a full refund the product must be unused, unregistered and complete. Wall-mounted and ceiling units that have already been installed cannot be returned under the change-of-mind policy — however, they remain fully covered by their manufacturer warranty. Custom-configured multi-split systems and clearance items are non-returnable unless faulty.
Inspection process
Every return is inspected by our warehouse team within 48 hours of arrival. We check the serial number, packaging condition and included accessories. If an item is returned in a lesser condition than described, we'll be in touch before applying any adjustment — nothing is deducted without your agreement.
Collection information
Standard UK collections are free of charge for change-of-mind returns on items under 20kg. Larger appliances are collected by a two-person crew for a small contribution towards the courier fee, shown before you confirm. International returns are arranged at cost.
Faulty products
If your product develops a fault within its warranty period, we'll repair, replace or refund it at our discretion — you always keep the choice. We handle the entire warranty claim on your behalf with the manufacturer, so you never wait on hold with a third party.
Damaged deliveries
Please inspect your parcel on arrival. If there is any visible damage to the outer packaging, note it on the courier's proof of delivery. Contact us within 48 hours with photos and we'll arrange a replacement or refund immediately — no questions asked.
Incorrect items
In the rare event you receive the wrong product, get in touch within 7 days and we'll collect the incorrect item and dispatch the correct one on a priority next-day service, entirely at our cost.
Exchange process
Prefer to exchange rather than refund? Just let us know when you request your return and we'll hold the replacement in your basket while we collect the original — meaning nothing sells out from under you.
Refund timeframes
Refunds are issued to your original payment method within 3–5 working days of inspection. Depending on your bank, funds typically appear within 1–3 working days after that. We email you a full refund confirmation the moment it leaves our account.
Returns FAQ
Quick answers on returns
How long do I have to return an item?
Can I return an installed air conditioner?
Is the return collection free?
When will I receive my refund?
What if the item arrives damaged?
Can I exchange for a different model?
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.