Returns Policy

Returns & Damage Reporting Policy

We want to ensure every customer receives their order in perfect condition. To help us resolve any delivery issues quickly and effectively, we kindly ask all customers - both consumers and business buyers - to inspect their goods within 24 hours of delivery.

Inspection & Damage Reporting – All Customers

Please check your delivery carefully upon arrival. If there is any visible damage, defect, or missing item, you must notify us within 24 hours of delivery by contacting:

0808 196 9381
help@climatedry.co.uk

Most courier services require damage claims to be submitted within 24 hours of delivery. Promptly reporting any issues allows us to file a claim on your behalf and resolve the matter quickly.

If damage is not reported within this timeframe, the claim may be denied, and we may not be able to offer a refund or replacement.

Returns & Cancellations – Consumer Customers (Private Individuals)

If you are a consumer and have changed your mind, you have the right to cancel your order within 14 calendar days of receiving the goods, in line with your statutory cooling-off period.

To be eligible for a full refund:

• Returns are accepted provided the products are in perfect condition and returned with their original packaging, including all contents and instructions.
• If the item has been used or installed and an inspection may be required, a partial refund may apply
• If the product is not faulty you are responsible for the cost of the return, we strongly recommend using a fully trackable shipping service to ensure the safe return of your items.
• If the product is proven to be faulty then we will cover the cost of the return.
• Refunds will be issued within 14 days of receiving the returned goods.

Returns – Business Customers (Trade / Commercial Buyers)

Please note that cancellation rights under the Consumer Contracts Regulations do not apply to business purchases. We do not accept returns for change-of-mind business orders unless previously agreed in writing at our discretion.

Any issues or damage must still be reported within 24 hours of delivery, as outlined above

Restocking Fee

If a return is agreed a restocking fee of 25% of the item's value will apply to all returned items. This fee helps cover the costs of processing the return and readying the product for resale.

Faulty Goods

If your product is faulty, you may return it to us for inspection. If a fault is confirmed, we will repair, replace, or refund the product, including the return shipping costs. However, if the product is found to be not faulty, return shipping costs will not be covered, and we will contact you to discuss your preferred next steps.

How to Arrange a Return – All Customers

To request a return or report an issue, please contact us with your:

• Order number
• Details of the issue
• Photographic evidence, where applicable

Once your return is approved, we will provide a Returns Number and Returns Form, which must be included with the returned item(s).

Please note: If the items are not faulty, the customer is responsible for return shipping costs.

We strongly recommend using a fully trackable shipping service to ensure the safe return of your items.