Returns Policy

Last updated: 28 September 2026

At ClimaTrade, we want you to be satisfied with your purchase. This Returns Policy explains how to request a return, exchange or refund for products purchased through our website.

This policy does not limit or affect your statutory rights under UK consumer law.

Contact us first

Before returning any product, please contact us at info@climatrade.co.uk to arrange the return.

Please include:

Your name and order number.
The product or products you wish to return.
The reason for the return.
Your preferred resolution, such as a refund, replacement or exchange.
Photographs or other information where the product is damaged, faulty or incorrect.

Do not send products back without contacting us first. We will provide return instructions and, where applicable, confirm the return address and delivery arrangements.

Change-of-mind returns

If you are a consumer purchasing online, you generally have the right to cancel your order without giving a reason. You must notify us within 14 days of receiving the goods. After notifying us, you normally have a further 14 days to send the goods back.

To qualify for a standard change-of-mind return, products should be:

Unused and not installed.
In their original packaging.
Complete with all accessories, manuals and included parts.
In a condition suitable for resale.
Protected appropriately during return transit.

You may handle the product only as far as reasonably necessary to establish its nature, characteristics and functionality. If a product has been used, installed or handled beyond what is reasonably necessary, we may reduce the refund to reflect any resulting loss in value, where permitted by law.

Certain products may be excluded from the cancellation right, including goods made to your specifications, personalised products or products that cannot be returned for health, hygiene or other legal reasons once unsealed. Any applicable exclusions will be explained before purchase.

Faulty, damaged or incorrect products

If you believe a product is faulty, damaged, incomplete or incorrect, please contact info@climatrade.co.uk as soon as possible.

For faulty products, please send:

Your order number.
A description of the fault or problem.
Details of how and when the issue occurred.
Relevant photographs or videos showing the fault.
Photographs of the product packaging where damage may have occurred during delivery.

Our team will investigate the issue and may request further information or arrange an inspection, collection, repair, replacement or refund, depending on the circumstances.

Please do not attempt to repair, modify or install a potentially faulty product before contacting us, as this may affect our ability to investigate the issue. This does not affect your statutory rights. Under the Consumer Rights Act 2015, consumers may have rights to repair, replacement or a refund where goods are faulty, not as described or not fit for purpose.

Damaged deliveries

Please inspect your order as soon as possible after delivery. Any damage must be reported to ClimaTrade within 48 hours of delivery.

Contact info@climatrade.co.uk with your order number and clear photographs of:

The damaged product.
The external packaging.
Any internal packaging or protective materials.
The delivery label, where possible.

Please keep the product and all packaging until we have completed our investigation and provided return instructions.

Return postage

For change-of-mind returns, the customer is normally responsible for the direct cost of returning the product, unless we have agreed otherwise.

Where a product is faulty, damaged, incorrect or misdescribed, ClimaTrade will assess the issue and arrange an appropriate remedy in accordance with applicable consumer law. We will provide return instructions where a return is required.

Products should be returned using a trackable delivery service, and customers should retain proof of postage until the return has been resolved.

Refunds

Once a return has been received and assessed, we will confirm whether a refund is due.

For valid cancellations under the Consumer Contracts Regulations, we will normally refund the product price and the cost of standard delivery. If you selected a more expensive delivery service, we are only required to refund the cost of the least expensive standard delivery option offered.

Refunds will normally be made using the original payment method. We may withhold the refund until the goods have been returned or you have provided evidence that they have been sent back, whichever occurs first. Where legally permitted, a deduction may be made if the goods have been handled beyond what is reasonably necessary and their value has been reduced.

Business and trade customers

If you are purchasing on behalf of a business or as a trade customer, different contractual terms may apply. Please contact info@climatrade.co.uk before returning any product so that we can confirm the applicable return arrangements.