At Coolexia, we are committed to providing you with the best possible shopping experience. However, if the HVAC equipment you ordered does not meet your expectations, we offer a straightforward and efficient return procedure.

Withdrawal Period

14 days to exercise your right of withdrawal, starting from the date of receipt of your order. This period applies to both individual consumers and business customers.

If the HVAC equipment does not suit your needs, Coolexia grants you a 14-day withdrawal period to return the products at your expense. This period commences from the date of receipt of the goods, in accordance with EU Consumer Rights Directive 2011/83/EU.

Conditions of Application


This right of withdrawal applies to:

  • Products in perfect resale condition (complete, never used, undamaged)
  • Sale items and clearance products


This right of withdrawal does not apply to:

  • Custom-made or bespoke products
  • Specific spare parts ordered on request
  • Refurbished or reconditioned products
  • Orders paid via leasing or financing arrangements (due to the irrevocable nature of financing contracts)

Withdrawal Decision and Refund Process


Important: You must notify our customer service team of your return intention. Any product received without prior notification will be refused.

How to Request a Return

1

Log in to your customer account

Access your personal dashboard on our website.

2

Navigate to “Your Orders” section

Locate the order containing the item you wish to return.

3

Click on “Return Product”

Select the return button next to the relevant item.

4

Follow the step-by-step instructions

Complete the return form and submit your request.

Refund Terms

  • Coolexia commits to processing refunds within 3 to 7 business days following receipt and inspection of the returned products.
  • Refunds will be issued via the original payment method used or as store credit, at your preference.
  • Please note: Return shipping costs will be deducted from the refund amount. Original delivery charges are non-refundable.

Product Return Guidelines

Return Deadline

Products must be returned to us within 14 days of submitting your withdrawal notification.

Return Requirements

When preparing your return, please ensure you:

  • Pack the product with all accessories, remote controls, and instruction manuals in its original packaging.
  • Place the original packaging inside additional protective outer packaging to prevent damage during transit.
  • Include a copy of your invoice inside the parcel.
  • Ship the product to the address we provide, declaring its full value.

🎯 Coolexia Return Label Service

To simplify your return, we can prepare a prepaid return label at our preferential negotiated rates!

  • We handle everything: Once your return request is validated, we send you the prepaid return label
  • Preferential rates: Benefit from our negotiated carrier rates
  • Simple process: Just affix the label and drop your parcel at the designated collection point
  • Cost: Return shipping costs will be automatically deducted from your refund


Option 1: Coolexia Label Service (Recommended)

✅ We prepare your return label with our negotiated rates. Simple and cost-effective!


Option 2: Self-Arranged Shipping

⚠️ You arrange shipping with the carrier of your choice, but assume full responsibility for transit.

Liability According to Chosen Option

If you use our label service:

  • Coolexia assumes responsibility for the shipment
  • Insurance coverage included based on declared value
  • Automatic parcel tracking provided

If you arrange your own shipping:

  • You must declare the product value according to your purchase invoice
  • You must arrange appropriate transit insurance
  • In case of loss or damage, compensation will be limited to the carrier’s standard liability (typically €23 per kilogram maximum)

Product Condition Requirements

The right of withdrawal can only be exercised if the product is in perfect resale condition, meaning:

  • Complete with all accessories, remote controls, manuals, cables, etc.
  • Never used, installed, or connected
  • Free from damage, marks, or defects

Any use, even brief or partial, renders the product ineligible for return under the withdrawal right.

Need Assistance?

Our customer service team is here to help with any questions regarding the return procedure. Please don’t hesitate to contact us by email: contact@coolexia.com

Last updated: November 2025