Returns Policy

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

The cancellation period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), physically acquires the goods.

How to Cancel

To exercise your right to cancel, contact us at hello@fancoil.co.uk with a clear statement of your decision to cancel. Include your order reference number and the date of receipt.

You may use the following wording: “I hereby give notice that I cancel my order [order reference] for the following goods [product name], received on [date].”

Conditions for Return

• Goods must be unused, uninstalled, and in their original packaging.
• Units that have been connected to a water system, powered on, or installed cannot be returned under the cooling-off period.
• All accessories, manuals, and packaging must be included.
• Goods must be adequately packaged to prevent damage in transit. We recommend using the original carton.

Restocking Fee

A restocking fee of 15% of the product value may be applied to returned goods to cover inspection, repackaging, and administrative costs. This fee is deducted from your refund.

If the goods are returned damaged, incomplete, or not in their original packaging, a further deduction may be made to reflect the diminished value.

Return Shipping

You are responsible for the cost of returning the goods to us. As our products are shipped by pallet, return shipping must also be arranged by pallet or suitable carrier. We can arrange return collection at your cost — contact us for a quote.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Refunds

Once we receive the returned goods and verify their condition, we will process your refund within 14 days. The refund will be made using the same payment method as the original transaction (bank transfer).

The original delivery charge (pallet delivery) is not refundable unless the goods were faulty or not as described.

Faulty or Damaged Goods

If your goods arrive damaged or are faulty, contact us immediately at hello@fancoil.co.uk with photographs of the damage. We will arrange a replacement or full refund including delivery costs at no charge to you.

Your statutory rights under the Consumer Rights Act 2015 are not affected. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund regardless of this returns policy.

Installed Units

Once a unit has been installed and connected to a water system, it cannot be returned under the distance selling cooling-off period. Faults with installed units are covered under the product warranty — see the installation manual for warranty terms.

Last updated: June 2026