Shipping & Returns

At Coolen Air Shop, we specialise in premium HVAC solutions for professional installers, contractors, and discerning homeowners worldwide. Our comprehensive shipping and returns policy is designed to provide transparency and confidence when purchasing our commercial-grade air conditioning systems, heat pumps, and specialist refrigeration equipment.

Shipping Information

Order Processing

All orders are processed within 1-2 business days from our London warehouse (excluding weekends and public holidays). You’ll receive email confirmation with tracking information once your order ships.

Shipping Options

Note: Delivery times are estimates and may vary depending on customs clearance in your country. We cannot ship to certain remote areas in Asia and other excluded regions.

International Considerations

As a global supplier of Daikin, Fujitsu, and Hydro-Pro equipment, please note:

• Customers are responsible for any import duties, taxes, or customs fees
• Some large HVAC units may require special freight arrangements
• Voltage specifications should be verified before ordering

Returns & Exchanges

We guarantee your satisfaction with our professional HVAC products, from Blue Diamond condensate pumps to Dura Pool heat pumps. If you need to return an item, please follow this straightforward process:

Key Return Information

• Return Window: 15 days from delivery date
• Condition: Items must be unused, in original packaging with all accessories/manuals
• Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
• Processing Time: 5-7 business days after we receive your return

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

2. Receive Return Authorization

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

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

3. Package and Ship Your Return

Securely repackage items using original packaging materials. Include:

• Completed returns form (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 strongly recommend using a trackable shipping service with insurance for valuable HVAC components.

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
• 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):

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

Commercial/Bulk Purchase Returns

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

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