Welcome to Coolen Air Shop’s FAQ section. Here you’ll find answers to common questions about our premium HVAC products, delivery services, and customer support. If you can’t find what you’re looking for, please don’t hesitate to contact our team at [email protected].

About Our Products

What types of HVAC products do you specialize in?
We specialize in premium climate control solutions including:
– Air conditioning systems and heat pumps (including Daikin and Fujitsu products)
– Pool heat pumps (Hydro-Pro and Dura Pool models)
– Condensate pumps and accessories (Aspen, Blue Diamond)
– Commercial and industrial HVAC equipment
– Refrigeration tools and components
– Copper piping and insulation materials
Do you offer technical support for product installation?
Yes, our team of HVAC experts is available to provide technical support for product installation. For complex installations, we recommend consulting with a certified HVAC technician in your area.
How do I choose the right heat pump for my needs?
The appropriate heat pump depends on several factors including space size, climate, and intended use (residential, commercial, or pool heating). Our product specialists can help you select the perfect model – please email [email protected] with your requirements.

Ordering & Payment

What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) as well as PayPal for secure online payments.
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Do you offer bulk pricing for commercial orders?
Yes, we provide special pricing for commercial clients ordering multiple units. Please contact our sales team at [email protected] for volume discounts on pool heat pumps or industrial systems.

Shipping & Delivery

What are your shipping options?
We offer two shipping methods:
1. Standard Shipping (£12.95 flat rate): Via DHL or FedEx (10-15 business days after dispatch)
2. Free Shipping: Via EMS (15-25 business days after dispatch) for orders over £50
How long does order processing take?
We process orders within 1-2 business days after payment confirmation. You’ll receive a dispatch notification with tracking details when your order ships.
Do you ship internationally?
Yes, we deliver worldwide (excluding some Asian and remote regions). All international shipments include complete customs documentation prepared by our team. Note that customers are responsible for any applicable import duties or taxes.
How are fragile HVAC components packaged?
We use specialized HVAC packaging with extra protection for fragile components like condensate pumps and copper piping. Sensitive items are shipped with appropriate weather considerations.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the delivery date. Items must be in original, unused condition with all packaging. Return shipping costs are the customer’s responsibility, and refunds are processed within 5 business days of receiving returned items.
Can I exchange a product?
Exchanges are handled as a return and new purchase. Please contact our customer service team at [email protected] before initiating a return to discuss exchange options.
What if my product arrives damaged?
In the rare event of shipping damage, please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll work quickly to resolve the issue.

Account & Customer Service

How do I contact customer service?
Our customer service team can be reached at [email protected]. We typically respond within 24 hours during business days.
Where is Coolen Air Shop located?
Our business address is:
Coolen Air Shop
16 Halkin Arcade, Off Lowndes St
London, GB EC5S 1JF
Do you have a physical store I can visit?
Currently, we operate exclusively online to provide the best prices and global delivery options. This allows us to focus on our core strength – delivering premium HVAC solutions worldwide.

Still have questions? Our HVAC specialists are ready to help. Email us at [email protected] for personalized assistance with your climate control needs.