Our Responsibility to You

At the point of placing an order with Aircare Appliances, the supplier, an order acknowledgement email will be sent to you, the customer. Our aim is to provide excellent service from start to finish to all consumers and trade customers. However, we acknowledge that we may run into issues such as supply chain difficulties, pricing errors or product description discrepancies. If we deem it necessary for any reason, we reserve the right to decline the order and withdraw the supply of the goods. In the event that this occurs, we will promptly inform you in writing and the full amount paid will be refunded via your chosen payment method at point of order. Once your product(s) has been delivered to you, the contract is confirmed. We may update these Terms & Conditions from time to time; the updated terms shall be effective once published on aircareappliances.co.uk. Of course, these T&Cs do not affect your statutory rights as a consumer.

How We Can Help

With two decades’ experience in HVAC retail, we pride ourselves on providing exceptional service to every customer. We strive to be honest and unbiased with our advice and support and will always endeavour to recommend the best products for your requirements. That being said, the Aircare Appliances Team are not consultants and can only advise based on experience, knowledge, and information given by you, the customer. Our advice will be given to the best of our knowledge without any liability on us. Please ensure you have conducted your own research into the products before placing your order. It is your responsibility to ask any pertinent questions relating to your purchase and the suitability of the product before placing an order with us. We welcome any enquiries you may have and will support you and answer any questions where possible. Simply call our line to get through to one of our friendly team members on 0330 1656 200. For any complex projects, we would appreciate receiving your enquiry in writing at enquiries@aircareappliances.co.uk to allow us to assist and support you to the best of our ability. We will often provide a formal quotation valid for 30 days from date of issue. Any sales documents provided by us shall be subject to amendments without any liability on our company - this just means that we can make changes where necessary, in the event of any typographical or clerical errors. Attention to detail on our quotations, price lists, invoices and any other documents, is important to us but we are only human!

Goods Specification

The team at Aircare Appliances make every effort to ensure the products are listed as per the manufacturer’s published specification; this includes product sizes, weights, and colours. These details are an approximation and pertain to the product casing, excluding any accessories or external features such as controls or handles. Manufacturers are continually working to bring you the best, most up to date items with consistent product development, so please be aware that specifications may change without notice. All images used are provided for the sole purpose of giving an approximate idea of the goods and/or service and do not form part of the supplier to customer agreement/contract. The general format of aircareappliances.co.uk, all content, photos, data, and videos are copyright and belong to us. If authorised by us or the manufacturers, you are welcome to utilise this material.

Item Availability

The availability of our products will be displayed on our website at the point of order. However, this is all looked after by our team and a computer system. Although we endeavour to accurately display stock availability, on occasion we may experience delays. If your item(s) is not available or we are unable to fulfil your order within the requested delivery deadline, our team will inform you at the earliest opportunity. Since we are aware that time is precious, we may suggest a suitable alternative product, subject to your requirements, which we could supply without delay. We will inform you of any price difference before proceeding with the order to allow you to elect to purchase the goods; we will always await your approval before despatching any items

Pricing & Payment

All prices on our product listings will show excluding delivery charges and inclusive of VAT as default – if you would like to see our prices excluding VAT, simply use the toggle at the very top of our site. Here at Aircare Appliances, we recognise that every penny counts! But don’t forget, any offers on select ranges will be subject to availability. In any case, we try to offer the most competitive online pricing structure across our range of available items. If you happen to find our items available cheaper elsewhere online in the UK, contact the team on 0330 1656 200 before completing your purchase. Our ‘Price Match Promise’ serves to match the price (including delivery charges) of any items being sold cheaper by our competitors. Let us know where you have found the product cheaper, we will verify the price match and availability and look to process your order promptly.

When it comes to payment, we’ll make it as easy as we can for you and can accept most major credit/debit cards including Visa, MasterCard, and American Express. We also offer payment via PayPal, Google Pay, Klarna, and Apple Pay. If you would prefer to pay via Bank Transfer (BACS), please contact the team to request a Pro Forma Invoice for payment prior to the despatch of goods.

Delivery Terms

Upon placing an order with us, you will be advised of an approximate delivery lead time, along with relevant delivery charges for transport. Delivery to more remote parts of the UK such as Channel Islands, Scottish Highlands and Islands, the Isle of Man, or Ireland will be subject to additional charges. This includes, but is not limited to, the following postcodes: BT, GY, HS, IV, IM, JE, KA, KW, PA, PH, SI, TR, ZE. Please contact the team for a price for delivery to these areas. Our goal is to deliver your order within 1-3 working days (weekdays, excluding public holidays and weekends), we will keep you informed if for any reason we are unable to fulfil this expectation. When entering your details on your order, please ensure your delivery location (whether a business or home address) is accurate, to help the delivery drivers afford you the best service and ensure the smooth receipt of your goods. We will provide parcel tracking via email, upon despatch of your order, which will inform you of your estimated delivery date. Our couriers provide kerb-side delivery; bear this in mind when placing an order as some of our items are on the larger and heavier side. Please ensure there is sufficient external access to allow for a safe and efficient drop-off. If you have any specific delivery instructions for us and our couriers, please ensure you inform the team at the point of order.

We may sometimes encounter scenarios affecting delivery, such as extreme weather, adverse conditions, events, or closed roads. If we cannot fulfil your delivery due to reasons outside of our control, we cannot be held liable for any charges incurred such as outside engineers’ time or similar. We will however, always work with you as the customer to make your order journey is as smooth as possible, inclusive of delivery.

Cancellations for Consumers

If you are not quite content with your product or you have simply changed your mind, you’ll need to let us know within 14 days from the receipt of delivery. 14 days is your cooling-off period. Within this period outlined by your statutory rights for distance (online) selling, you have the right to cancel your order and receive a refund where applicable. We understand that you may unpack the item(s) received and take a good look before deciding to cancel. However, please be aware that if you have used the product or installed the item, we may only be able to offer a partial refund of your item or be unable to refund. You will receive a full refund via your initial payment method if you return your item(s) to us unused and in the original packaging. If applicable and cancelled within your cooling off period, your refund for the item(s) will be processed within 14 days following the return of the goods.

For further information on how to arrange your cancellation and return, please see our Returns Policy.

Cancellations for Businesses

Consumer cancellation rights do not apply for business-to-business sales. Returns from commercial customers will only be accepted subject to the seller’s written agreement and payment of a restocking fee which is usually 15% of the total transaction will apply. All new and unused products are to be returned at the expense of the customer within the agreed time period.

Items Damaged in Transit

Please contact the team immediately to report any damage on 0330 1656 200.

In the event that a product arrives damaged, simply refuse to accept delivery of the item and it will be delivered back to us to handle and we will swiftly be able to arrange delivery of a replacement. Upon delivery of your order, please check all items. If the opportunity does not arise for you to check the goods prior to acceptance, please sign for the goods with the courier as ‘unchecked’. This will allow any damage to be claimed for if the goods are accepted and then deemed as damaged in transit.

If your goods are damaged in transit, we will ask that you provide sufficient photos of said damage; this will include photos of the item, the internal and external packaging, along with the shipping label. We will begin a claim with the courier and look after this process. In the meantime, please ensure the goods are kept safe and available for collection and we will look after your replacement too. On occasion, we find that the damage can be minimal and only cosmetic; we may discuss offering a small refund back to you, to reflect the damage sustained. Of course, this would not affect your product warranty or statutory rights.

Faulty Products

Aircare Ltd work closely with manufacturers to bring you the highest quality goods across our entire range. However, things can sometimes go wrong, and it is our responsibility to make sure every product is fit for purpose. In accordance with the Consumer Rights Act 2015, you have a legal right to a refund, repair, or replacement should your product become faulty or not as described. Often, we find that issues arising may be due to reasons besides a product fault. We will do our best to help initially over the phone in the hopes that the problem may be something as simple as correcting the set-up of your item. If you are experiencing any complications with your goods, please call our team on 0330 1656 200 and we will help! On occasion, we may ask that you speak with the manufacturer directly, since they are often best placed to assist with manufacturer faults, and this can help us work towards a solution with minimal disruption. If the goods are deemed as faulty by either us or the manufacturer, we will begin the warranty process as follows:

If your goods are confirmed as faulty within 30 days of delivery, the item will be processed for a full refund, for repair, or replacement.
If your goods are confirmed as faulty outside of 30 days from delivery (and within 6 months), you can return the item for repair (or replacement if deemed necessary). For the most part, minor faults are repaired quickly but for anything major or unrepairable, we aim to replace the item.
If you find a fault after 6 months from delivery, and you are able to prove the defect was there at the time of delivery to you, it will have the same repair or replacement process as above.

Please give our team a call to discuss any difficulties you may be having and we will do our utmost to reach a solution with haste – 0330 1656 200.

Complaints

If you have a complaint you would like to raise, you can contact us by:

Writing a letter to us at…

Aircare Ltd t/a www.aircareappliances.co.uk

Riverside Mill

Mountbatten Way

Congleton

Cheshire

CW12 1DY

Sending us an email at…

contact@aircareappliances.co.uk

Calling us on…

0330 1656 200

If you are not quite happy with the outcome of the investigation into your complaint, you can refer your grievance to an Alternative Dispute Resolution provider, who can aid in resolving disputes between suppliers and customers whilst keeping the case out of court. Let us know, and we can send details for such provider for to pursue.

For more information regarding legal rights, you may get in touch with your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

Things Beyond Our Control

Aircare Ltd shall not be liable to you or be in breach of the contract between customer and supplier by reason of any delay in performance, or any failure to perform our obligations and expectations relating to the contract between us, if the delay or failure was due to any cause beyond our reasonable control including but limited to the following:

Acts of God, fire, explosion, earthquake, epidemic, pandemic, extreme weather, natural disaster, subsidence, or flood;
War (declared or not), national emergency, terrorist attacks or threats of such, threat of war, or preparation for war;
Riot, strikes, civil commotion, lock-outs, or other labour disputes (whether or not relating to either party’s workforce);
Import or export regulations or embargoes;
Restraint or delays affecting couriers or inability or delay in obtaining supplies of adequate suitable materials;
Acts, restrictions, bye-laws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority;
Impossibility of the use of public or private telecoms networks; use of railways, aircrafts, shipping, motor transport, or any other public or private transport.

Your expectations of us and our obligations under these terms are suspended and we will allow an extension of time to complete our obligations during the time frame in which the event continues. Of course, we will take reasonable steps to bring the event to an end or simply find a solution whereby we can fulfil your expectations of us despite the event.

Data Protection & Confidentiality

Aircare Ltd comply with our obligations under the Data Protection Legislation, providing an adequate level of protection to all Personal Data that is given. Our telephone calls may be recorded for training and monitoring purposes. Your personal information provided will be used to process your payment; supply and deliver your order; and may be passed to our third-party delivery agents, who will use your data in arranging swift delivery of your order. If we receive notification of a failed online payment, your data may be used for us to make contact to ascertain if you would like to go ahead with your order. We will not give out any personal information to any other third party unless your consent has been received. All information shall remain confidential and only used for the purpose of exercising rights and performing obligations under the supplier to customer agreement. The contract between supplier and customer is governed by English Law.

Liability

Our team acknowledge that sometimes things don’t quite go to plan. In these circumstances, we will not be held liable for any loss of business, profits, interruption to business, or loss of opportunities at any point. We will do our utmost to deliver a smooth ordering journey from start to finish.
We do not exclude liability for the following:

Personal injury or death caused by negligence
Fraud or fraudulent misrepresentation
Breach of terms implied by section 12 of the Sale of Goods Act 1979
Breach of terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession)
Faulty products under the Consumer Protection Act 1987

WEEE Regulations

The Waste Electrical & Electronic Equipment (WEEE) Directive requires countries to maximise environmentally friendly processing of the return of old electrical items. In the UK, distributors and retailers must provide a suitable process which allows customers to recycle their old items if buying new electrical equipment. As a responsible seller, we meet these requirements by offering all customers buying new electrical items free acceptance of their old appliances on a like-for-like basis and free disposal. Unwanted items should be returned to us within 28 days of the purchase of the new product. Upon the return, we prevent the goods going into landfill by disposing of it safely. If you would prefer, we can arrange a collection on your behalf at a rate of £18.99 (Inclusive of VAT) per item. Please ensure the goods are ready for collection. If you wish to return your WEEE item, please let us know at the time of placing your new order.

How To Contact Us

Our friendly team at Aircare Ltd welcome any enquiries you may have, and we love chatting to our customers! If you would like to speak to us, we welcome your call, email, or letter using the details below.

Address: