Legal

Returns, Refunds & Cancellation Policy

Air Conditioning Direct — a trading name of London Communication Systems Ltd. Website: airconsdirect.co.uk · Email: info@airconsdirect.co.uk

Last updated: 9 September 2026

1. About this policy

This policy explains our approach to cancellations, returns, refunds, faulty products and installation services. Nothing in this policy is intended to exclude or restrict any rights that you have under applicable UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 where applicable.

2. Cancelling before installation

If you wish to cancel an order, please contact us as soon as possible. Where you are legally entitled to a cancellation period, we will honour your statutory cancellation rights. For contracts agreed at a distance or away from our business premises, consumers will generally have a 14-day cancellation period, subject to the exceptions provided by law. If you ask us to begin services during the cancellation period and subsequently exercise a valid right to cancel, we may charge a reasonable amount for services already supplied, where permitted by law.

3. Equipment ordered for your installation

Air-conditioning equipment is frequently ordered specifically for an individual installation based on factors such as the required capacity, indoor and outdoor unit combination, manufacturer, model and site requirements. If you request cancellation after equipment has been ordered, please contact us immediately. Any refund or cancellation charge will depend on whether the equipment can be cancelled or returned to our supplier and on your applicable statutory rights. We will not impose cancellation or restocking charges where doing so would conflict with your statutory rights.

4. Deposits

A deposit may be required to secure an installation date and/or allow equipment and materials to be ordered. If you cancel, the treatment of your deposit will depend on the circumstances of the cancellation, costs reasonably incurred by us and your statutory cancellation rights. Where we are legally required to refund a deposit, we will do so. Where you do not have a statutory right to cancel and we have already incurred reasonable costs specifically for your installation, these costs may be deducted from any amount refunded.

5. Installation dates

Installation dates are agreed subject to equipment availability, access to the property and circumstances outside our reasonable control. If we have to rearrange an installation, we will offer another suitable date. A reasonable change to an installation date does not automatically entitle the customer to compensation, although this does not affect any statutory rights.

6. Once equipment has been installed

Air-conditioning systems are permanently installed products involving refrigerant pipework, electrical connections, condensate drainage and commissioning. Once equipment has been installed, it generally cannot simply be returned because the customer has changed their mind. However, this does not affect your rights where equipment is faulty, incorrectly supplied, not as described, or where installation services have not been carried out with reasonable care and skill.

7. Faulty equipment

If you believe equipment supplied by us is faulty, please contact us promptly and provide details of the problem. We may need to inspect and diagnose the system before determining the appropriate remedy. Depending on the circumstances and your legal rights, the appropriate remedy may include repair, replacement, repeat performance, a price reduction, or a refund where legally required. Manufacturer warranties may provide additional protection but do not replace your statutory rights against us.

8. Installation and workmanship problems

If you believe there is a problem with our installation workmanship, please contact us and give us a reasonable opportunity to inspect and rectify the issue. Where installation services do not meet the standards required by law, we will provide an appropriate remedy in accordance with your statutory rights. We cannot accept responsibility for problems caused by misuse, accidental damage, unauthorised alteration, lack of maintenance, work performed by another contractor, or circumstances unrelated to our installation, except where the law provides otherwise.

9. Change-of-mind returns

Unused equipment that has not been installed may potentially be returned by agreement, depending on the circumstances and our supplier's return conditions. Please contact us before attempting to return any equipment. Any agreed return must normally be unused, undamaged and complete with its original packaging and accessories. These requirements apply to discretionary returns only and do not restrict your rights in relation to faulty or non-conforming goods.

10. Finance purchases

Where you use finance provided through PayItMonthly, cancellation or refund requests should still be raised with Air Conditioning Direct in the first instance. Where a refund is due in relation to a financed transaction, we will work with PayItMonthly to make the necessary adjustment or refund through the appropriate payment or finance arrangements. Cancelling an installation does not necessarily mean that a finance agreement has automatically been cancelled. Any separate rights or obligations under your finance agreement will continue to apply. Nothing in this policy limits any additional rights you may have against a finance provider under applicable consumer credit legislation.

11. Refund timescales

Once we have agreed that a refund is due, we will process it without undue delay and within any timeframe required by law. Refunds will normally be made using the original payment method where reasonably possible. For purchases made using finance, refunds may need to be processed through the finance provider rather than paid directly to the customer.

12. Customer-supplied equipment

Where we have been contracted only to install equipment supplied by the customer, responsibility for faults in the equipment itself normally remains with the retailer or supplier from whom the customer purchased it. We remain responsible for the installation services we provide and will address any legitimate workmanship issue in accordance with your statutory rights.

13. Access and aborted installations

Customers are responsible for ensuring that agreed access is available on the installation date and that any requirements agreed in advance have been met. Where we attend an installation but cannot reasonably proceed because of circumstances within the customer's control, reasonable costs actually incurred may be charged or deducted from sums already paid, where permitted by law.

14. How to request a cancellation, return or refund

Contact Air Conditioning Direct, London Communication Systems Ltd trading as Air Conditioning Direct, email info@airconsdirect.co.uk, website airconsdirect.co.uk. Please provide your name, installation address, order or quotation reference where available, and an explanation of your request. We aim to resolve legitimate complaints and refund requests fairly and promptly.

15. Your statutory rights

Nothing in this policy excludes, restricts or replaces rights or remedies available to consumers under UK law. Where any provision of this policy conflicts with a mandatory statutory consumer right, the statutory right will apply.