Shipping & Returns

At Outlet HVAC Crate Store, we’re committed to providing professional HVAC equipment and tools with transparent shipping and returns processes designed specifically for trade professionals. Below you’ll find all the details about our delivery options and return procedures.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays). You’ll receive an email confirmation with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your commercial HVAC needs:

• Standard Shipping (£12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes tracking and insurance
• Free Shipping (Orders over £50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Basic tracking included

Returns & Exchanges Policy

Our Return Policy

We accept returns within 15 days of delivery for most professional HVAC equipment, provided:

• Items are unused and in resalable condition
• Original packaging is intact with all accessories included
• You provide a copy of your invoice or proof of purchase

Non-Returnable Items

For health and safety reasons, the following product categories cannot be returned once opened:

• Cleaning Chemicals & Oils
• Opened packages of Copper Pipe & Insulation
• Custom-cut Ducting or Black Air Conditioning Trunking

Return Process

Follow these steps to initiate a return or exchange:

1. Contact Us: Email [email protected] within 15 days with your request
2. Provide Details: Include your order number, item(s) for return, and reason
3. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number
4. Package Securely: Repack item(s) in original packaging with all accessories
5. Ship Back: Send to our warehouse at the address provided in your RMA email

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend:

• Using a trackable shipping service
• Purchasing shipping insurance for high-value HVAC equipment

Refund Processing

Once we receive and inspect your return:

• Timing: Processed within 5 business days of receipt
• Method: Issued to original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping Costs: Original shipping fees are non-refundable unless due to our error

Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution.

Exchange Process

For exchanges of commercial HVAC equipment:

1. Follow the standard return process above
2. Clearly state in your email that you wish an exchange
3. Specify the replacement product from our Full Products List

For expedited exchanges of time-sensitive items like heat pumps or refrigeration tools, please call our customer service team.

Damaged or Incorrect Items

If you receive damaged equipment or incorrect items (e.g., wrong model of condensate pumps or digital thermostats):

• Contact us immediately at [email protected] with photos
• We’ll arrange replacement or refund without return in most cases
• For high-value industrial equipment, we may arrange carrier pickup