Delivery and Returns Policy

Delivery Areas
Orders of accessories and spares are chargeable depending on the delivery area.

A - Mainland UK (excluding the following)
B - Scottish Highlands (AB31-38, AB41-54, AB55-56, FK17-21, IV1-63, PA20-78 and PH15-50)
C - Scottish Islands, Isle of Man, Isle of Wight and the Scilly Isles
D - Northern Ireland and the Channel Islands

Goods will be shipped out using the select method of delivery, chosen at the checkout. We aim to despatch goods within 48 hours from receipt of order. If your item is out of stock we will let you know as soon as possible.

We want you to be delighted every time you shop with us. Occasionally though, we know you may want to cancel an order or return/exchange items and therefore we have a straight-forward 30 day returns policy, which is detailed below. Our Cancellation and Returns Policy does not affect your statutory rights.

If we change our Cancellation and Returns Policy, we will post those changes on this page.

If you have any queries relating to our Cancellation and Returns Policy, please take a look at our FAQs and if this does not answer your query, please contact us.

How Do I Cancel An Order?
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the procedures for returns. Unfortunately, goods that have been dispatched cannot be changed or redirected to an alternative address.

How Do I Return An Item?
You can return any item within 30 days of receipt for a refund of that item or exchange it for the same item in a different make/model, as long as you meet the following conditions. Unless damaged or defective, we accept the return of items only if they are unopened (except in cases where the item has to be tried for fit) and in their original condition. If an item has been ordered in error a 25% restocking charge will apply. This will be deducted from the cost of the refund to cover administration and postage charges.

You must obtain a Heronhill Air Conditioning Returns Authorization Number (RMA) by logging into your account and visiting the My Orders section and submitting a Return Request before sending items back to us. When your returns authorization has been approved you will receive full instructions by email along with a unique returns number (RMA). Please note that we reserve the right to send back items to you that have been returned to us after 30 days or that do not comply with the returns criteria detailed above.

What If I Received A Damaged, Defective Or Incorrect Item?
Very occasionally mistakes can be made in picking and packing your order or sometimes-defective items from ourselves slip through. In such circumstances, we want to make it as easy as possible for you to receive replacement goods or a refund.

You should inspect all deliveries from us as soon as possible after receipt to ensure that the items delivered have been received in the correct quantities in your order and are not damaged. You must notify us of any issues with your order within 48 hours of receipt. Within 30 days of receipt you can return for exchange or refund:

  • Items damaged in transit
  • Defective items
  • Items that you did not order, which have been shipped incorrectly

Please note we will only accept returns of items that have been opened if they are damaged or defective. Please note all items will be inspected on their return. If an item returned is found not to be damaged or defective or sent in error by us; you will be responsible for the postage charges and the costs of any other services provided to you in connection with your purchase.

Who Pays For Postage Of Returned Items?
You are responsible for the shipment of returns back to us. If an item returned is not defective or sent in error by us, you will be responsible for the postage charges and the costs of any other services provided to you in connection with your purchase.

If you are returning an item because of an error on our part or because it is damaged or defective we will arrange collection.

Any items returned to us are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We recommend you use a postal service that insures you for the value of the goods you are returning. In the event of loss on the way back to us.

Delivery of replacement items if items are returned to us because they were received damaged, defective or in error, then you will not be charged further delivery costs on shipment of an equivalent replacement item. We will ship replacement items to you under the same delivery option as you selected with your original order.

If we have a replacement in stock, we will ship your replacement when we have received and inspected your returned item. If the item is not in stock, we will provide an estimate of when it will be available or provide a suitable alternative

Delivery of exchange items If we have the item in stock you wish to exchange for, we will ship your exchange item when we have received and inspected your returned item. If the item is not in stock, we will provide an estimate of when it will be available.

Once we have inspected your returned items then if you need a refund, this will be made in the same way as the original payment method. We are unable to refund deposits payable on high-value items, which we will have obtained specifically to fulfil your order.

Can I Reclaim Duty On Returned Items?
If you are returning items to us that have been subject to import duty you should be able to claim a refund for any duties you have paid by contacting your local customs authority and providing them with proof of the original duty paid and proof of the export back to us, such as a certificate of posting. Please contact your local customs authority for further advice.