Returns Policy
London Refrigeration & Air Conditioning Ltd.
Cooling Company (website address: https://coolingcompany.co.uk) is a trading style of London Refrigeration & Air Conditioning Ltd (LRAC). We appreciate your business and trust. As a London-based company, we provide refrigeration and air conditioning products and services across the UK.
This policy governs the conditions for return of products you purchase from us. It is designed to clarify our procedures and your rights as a customer. These terms apply in addition to your statutory rights under UK consumer law.
Consumer Returns
Time frames
- Units & Accessories: Return within 10 days of receipt.
- Spare Parts: Return within 30 days of receipt.
Conditions
- Goods must be unused, in original packaging, and accompanied by a completed return form.
- Returns must be pre-authorised by our Customer Service team.
How to Initiate
- Contact us at [email protected] or call 020 7281 4542 to request a Goods Return Authorisation (GRA).
Non-Returnable Items
- Installed units, especially chillers, are generally non-returnable.
- LRAC reserves the right to refuse returns that do not meet policy conditions.
Damaged on Arrival
- If goods are visibly damaged, refuse delivery.
- If damage is discovered after unpacking, contact our Returns Team immediately.
- All damage or discrepancies must be reported within 3 working days.
Overseas Returns
- LRAC does not provide warranty or returns for goods exported outside the UK.
- We may assist by contacting local suppliers on your behalf.
Restocking & Collection
- Restocking/administration fee: 30% of item value.
- Collection charges:
- Over 15kg: £100 (pallet collection).
- Under 15kg: £20 (parcel courier).
- Failed collection attempts: Additional charges apply for re-booking.
Inspection & Credit Notes
- All returned items are inspected by our technical engineers.
- If goods are not fit for resale, an increased restocking charge may apply.
- Credit notes are issued against future deliveries only.
Security Measures
- We use the SSL/HTTPS protocol throughout our site. This encrypts our user communications with the servers so that personally identifiable information is not captured/hijacked by third parties without authorisation.
- In case of a data breach, system administrators will immediately take all needed steps to ensure system integrity, will contact affected users and will attempt to reset passwords if needed.