At Coolen Air Shop, we stand behind the quality of our premium HVAC products, from Daikin heat pumps to Blue Diamond condensate pumps. If you’re not completely satisfied with your purchase, our straightforward returns process ensures a hassle-free experience.

Key Return Information

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all accessories
  • Non-Returnable Items: Custom or special order products, opened cleaning chemicals/oils
  • Refund Method: Original payment method (credit card/PayPal)
  • Processing Time: 5-7 business days after we receive returned items

Step-by-Step Return Process

1. Initiate Your Return Request

Email our customer service team at [email protected] within 15 days of receiving your order. Include:

  • Your order number
  • Product name(s) being returned
  • Reason for return
  • Whether you prefer an exchange or refund

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Body:
Dear Coolen Air Shop Team,

I would like to request a return for my recent purchase (Order #[Your Order Number]).

Items to Return: [Product Name(s)]
Reason for Return: [Please specify]
Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

2. Receive Return Authorization

Within 24 business hours, our London-based team will email you:

  • Return Merchandise Authorization (RMA) number
  • Return shipping address (16 Halkin Arcade, London, GB EC5S 1JF)
  • Special instructions if applicable (especially for large HVAC equipment)

3. Package and Ship Your Return

Securely repackage items with original packaging materials. Include:

  • Completed returns form (will be provided with RMA email)
  • Copy of your invoice
  • RMA number clearly visible on the outside of the package

Shipping Note: Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service.

4. Refund Processing

Once we receive and inspect your return:

  • Timeline: Refunds process within 5-7 business days
  • Method: Credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive email confirmation when processed

Note: Depending on your financial institution, it may take 2-3 additional business days for the refund to appear in your account.

Exchange Process

For exchanges (subject to product availability):

  1. Follow the standard return process above
  2. Clearly state your desired replacement item in your return request
  3. We’ll ship the replacement once the original item is received
  4. Any price differences will be reconciled via your original payment method

Non-Returnable Items

For safety and hygiene reasons, the following cannot be returned:

  • Opened containers of cleaning chemicals or oils
  • Custom-configured or special order HVAC equipment
  • Products missing serial numbers or with tampered warranty seals

Damaged or Incorrect Items

If you receive damaged goods or incorrect items:

  • Contact us immediately at [email protected]
  • Provide photos of the damage/incorrect item and packaging
  • We’ll arrange a free return label and expedited replacement

Commercial/Bulk Purchase Returns

Contractors and businesses returning multiple condensate pumps or industrial HVAC systems should contact their dedicated account manager or email [email protected] for customized return solutions.

For any questions about our returns policy, don’t hesitate to contact our London support team. We’re committed to ensuring your complete satisfaction with every purchase of Fujitsu AC units, Hydro-Pro pool heat pumps, and all our professional-grade HVAC solutions.