Refund policy

Returns and refunds

This policy explains how cancellations, returns and refunds work at Climate Cart. Nothing in it affects your legal rights.

To cancel an order or start a return, email sales@climatecart.co.uk with your order number. Please don't send anything back until we've replied with a returns number, the return address and instructions. Returns go to: Climate Cart Returns, 960 Capability Green, Luton LU1 3PE, United Kingdom.

1. Changing your mind (home customers)

You can cancel a supply-only order for any reason up to 30 days after the day you, or someone you name, receive the goods. You can also cancel before delivery. This is longer than the 14 days the law gives you.

  • Tell us you want to cancel within those 30 days, then send the goods back within 14 days of telling us.
  • If you change your mind, you pay the cost of returning the goods. Air conditioning and heat pump units are large and travel by pallet, so this can be significant. We can arrange a collection and will tell you the cost before you agree to it.
  • You can open the box and check the goods, as you would in a shop. Please keep everything in its original packaging. If the goods have been installed, connected to pipework, had refrigerant released, been used, or handled more than you'd need to check them, we'll reduce your refund by the loss in value, up to the full price.
  • Dehumidifiers: please empty the water tank and let the unit stand upright for 24 hours before you pack it.
  • We refund the price you paid, including standard delivery, within 14 days of receiving the goods back or of you showing us proof that you sent them.
  • The right to cancel doesn't apply to goods made to your own specification or clearly personalised for you. We'll tell you before you order if that applies.

2. Business orders

If you buy for your business, the change-of-mind rights in section 1 don't apply. With our agreement, business orders can be returned within 30 days of delivery if they are unused, still sealed and in their original packaging, and you pay the cost of returning them. Faulty or wrongly supplied goods are put right under your contract with us.

3. Faulty, damaged or wrong items

Please check your delivery when it arrives. If anything is damaged, faulty or not what you ordered, email us with photos as soon as you can (ideally within 48 hours for visible damage in transit). We'll collect it at our cost and repair, replace or refund, in line with your rights under the Consumer Rights Act 2015. Manufacturer warranties sit alongside those rights; they don't replace them.

4. Made-to-order lead times

Most products are made to order. We'll confirm availability and your delivery date in writing before we order from our supplier. If that date doesn't suit you, we'll cancel and refund you in full. If we haven't agreed a date and the goods don't arrive within 30 days, you can cancel for a full refund.

5. Delivery to Northern Ireland, the Highlands and islands

Delivery of air conditioning and heat pump kits is free to mainland UK. For Northern Ireland, the Highlands and islands, we'll confirm any surcharge before we order. If you'd rather not pay it, we'll refund you in full.

6. Fitted jobs

Fitted work is agreed in a written quote. You can cancel within 14 days of accepting the quote. If you ask us to start work within those 14 days and then cancel, you'll pay a proportionate amount for work already done. After installation, any faulty work is put right under your legal rights.

7. How refunds are paid

Refunds go back to your original payment method. Your bank may take a few days to show them.

Climate Cart is a trading name of Kinergy Solutions Ltd. Registered in England and Wales, company no. 16759783. Registered office: 960 Capability Green, Luton LU1 3PE.