Terms & Conditions

These terms and conditions of sale are provided by Close Comfort Pte Ltd incorporated in Singapore. These terms were updated on June 30, 2026.

For all customer service enquiries, email us at [email protected] or alternatively use the Contact Us form here.

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy.

If we are unable to provide all your items at time of purchase, we will contact you to ask whether you would prefer to wait for new stock to be available or a refund.

We ship your products to addresses in EU member countries in mainland Europe, Ireland and the UK using DPD, FedEx or GLS. Please contact us by email to ask about deliveries to remote regions or islands. Please note we can no longer deliver to Tenerife or Las Palmas.

Normally your products will arrive at your delivery location between 2 and 7 days after 1 pm on the next business day following your order. Delivery to some remote regional locations or islands might take longer.

Our warehouses operate Monday – Friday during standard business hours, except on national holidays.

In most remote locations, it is best to specify the local freight depot as the delivery address.

Upon dispatch we will send you a consignment number and URL link which enables you to follow the progress of your shipment based on the latest updates by our shipping provider.

We deliver our air conditioning units to Continental Europe. For island deliveries we charge extra. Please contact us directly for a quote ([email protected]).

We deliver our Tubo Max and Tubo Minis at a small cost as they are large and bulky boxes.

The cost of shipping each air conditioner or tent to major metro areas is included with the retail price. For other delivery addresses we will charge the additional shipping cost.

We calculate any additional shipping cost during check-out based on weight, dimensions and delivery location. If additional payment is needed it will added to the purchase price when you check out.

For a small number of remote locations, we will need to obtain a shipping quote and we will contact you to obtain your agreement before confirming the order.

Shipping prices are explained here.

If you wish to change the delivery address, please contact us before 1 pm, on the day you placed your order. If you placed the order after 1 pm, you must contact us before 1 pm on the next business day.

If the goods are in transit, you must contact the selected shipping provider and provide them with the consignment number.

Please check for any major damage to the packaging when the goods are delivered to you. If there is obvious damage, you should not accept the delivery.

Otherwise, or if you find after delivery that the goods have been damaged in transit, you must contact us immediately or on the next business day.

We are able to accept cancellations prior to the order being dispatched. This cancellation incurs a €15 admin fee to offset payment processing charges. If an order has already been dispatched we cannot offer a cancellation. For Returns, see section 4.1 below.

Our products are insured for loss and damage until delivery is made by our selected transport provider.

If products do not arrive within a reasonable time, we will process a refund or replacement as soon as the transport provider has conducted an investigation and confirmed that the products have been lost in transit.

At the end of the product’s life, please arrange for the products to be re-used or recycled. We can arrange re-use or recycling if you send us the products, appropriate packaged.

Otherwise…

• Please do not dispose of electrical appliances as unsorted municipal waste. Use separate collection facilities. If electrical appliances are disposed of in landfills or dumps, hazardous substances can leak into the ground water, polluting the food chain and damaging health and well-being.
• Contact your local government for information regarding the collection systems available in your area.

This section was updated on June 30, 2026.

At Coolzy, we want you to be fully satisfied with your purchase. We acknowledge your right to return the Coolzy Pro unit under EU consumer law (Directive 2011/83/EU). If you are not completely happy with your Coolzy Portable AC unit, you can return it without explaining your reasons under the following conditions:

Eligibility for Returns:

1. Cooling-Off Period: You have the right to cancel your purchase within 14 days from the date you receive the product, without giving any reason.
2. Condition of the Product: The product must be returned in its original condition, with all accessories, packaging, and documentation. If there is any damage to the item, manuals or packaging, or items missing, we will not refund the full amount paid for the product.
3. You must have purchased from within the EU. We cannot accept returns from non-EU countries such as the UK & Switzerland.

Return Process:

1. Contact Us: Notify us of your intention to return the product by emailing [email protected] within 14 days of receiving your order.
2. Prepare the Product: Pack the product securely in its original packaging. Include the original receipt or proof of purchase.
3. Send the Product: Send the products to:
   Coolzy, C/- Dismass Group BV,
   Grote Ohé weg 3,
   HAELEN, Limburg,
   NL 6081 PT
4. You are responsible for the return shipping costs: This is permitted under Article 13(2) of the Directive. 

Once we receive and inspect the returned product, we will issue a full refund of the purchase amount. We will not charge any restocking or administrative fees, in accordance with Article 13(1), provided the item is returned in acceptable condition.

However, under Article 14(2) of the same Directive, consumers are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, or functioning.

For this reason, a deduction may apply in the following situations:

• If the product is returned dirty or with signs of use, we may deduct €50 to cover cleaning costs.
• If the original packaging is missing or damaged beyond reuse, we may deduct €50 to cover the cost of repackaging and restoring the product to a saleable condition.
• If any accessories or manuals are missing, we may deduct an amount equal to their replacement cost.

To avoid any deductions, please ensure the unit is returned in clean, unused condition, with all original packaging, accessories, and documentation included.

Please use a tracked shipping method and keep your proof of dispatch. Once we receive and inspect the return, we will process your refund within 5–7 working days.

Let us know once the item has been shipped and provide tracking details when available.

Visit our Warranty page to register your warranty.

Coolzy and accompanying accessories are warranted against defects in design, materials and workmanship. The warranty period is 2 years from the date of original purchase, provided the purchaser registers their details at https://www.coolzy.com/eu/support/warranty/. Without purchase registration, the warranty period is one year. This warranty is valid for the European market.
Defects in equipment covered by this warranty will be repaired or replaced at Close Comfort’s option at no charge to the purchaser for parts or direct repair labour. The purchaser must return the product(s) to an authorized Coolzy dealer or agent for warranty repairs. Home service is not provided. The purchaser is responsible for all transportation costs and in-transit insurance associated with returning the device to the authorized repair centre. In some cases, the purchaser will be able to make the necessary repair or replacement.
Any part or equipment replaced under this warranty will be warranted in accordance with the following provisions with the terms of this warranty for the remainder of the original warranty period, or 60 days from return, whichever is greater.
THE PROVISIONS OF THIS LIMITED WARRANTY ARE IN LIEU OF ANY OTHER WRITTEN WARRANTY, EXPRESS OR IMPLIED, WRITTEN OR ORAL (INCLUDING WARRANTIES RELATING TO MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE). IN NO EVENT SHALL THE SELLER OR CLOSE COMFORT BE LIABLE FOR ANY SPECIAL, INCIDENTAL CONSEQUENTIAL OR INDIRECT DAMAGES. Nothing in the limited warranty limits or restricts any rights granted by European or national consumer legislation.

Upon return receipt of items for warranty claim, you can expect Coolzy to process your warranty claim within 7 days, though in some instances this may take longer.

Once warranty claim is confirmed, you will receive the choice of:

(a) a replacement item sent to you (if stock is available) or;

(b) a partial refund on the original price paid for the item (this amount will be determined by us on a case by case basis)

Our Warranty DOES NOT cover:

1. Damage, trouble, or unsatisfactory performance of the device caused by faulty or improper external wiring, improper power supply, voltage fluctuations, power surges, or electromagnetic interference not originating from the device.
2. Damage or problems caused by the use of an accessory, component or equipment not supplied by Coolzy.com.
3. Damage or trouble caused by storm, fire, flood, vandalism, negligence, accident, force majeure, earthquake, war, vermin, foreign matter entering the device (e.g. dirt and moisture) or any other outside organism.
4. Freight charges (including insurance) incurred by the owner in returning the appliance to Coolzy.com or an authorized repair center, dealer or agent.
5. In-home or on-site service and all associated costs.
6. Any consumable item (eg batteries) supplied with the device, unless the item is found to be defective at the time of purchase.
7. Damage or problems or unsatisfactory performance resulting from operation in an environment where the environmental comfort of people is not the primary function of the unit.
8. Damage caused by operation in a corrosive atmosphere or excessive humidity.
9. Damage from problems or unsatisfactory performance resulting from operations under conditions other than those specified in the Coolzy.com technical or commercial documentation applicable to the device.
10. Damage, trouble or unsatisfactory performance resulting from misapplication of the unit.
11. Damage or problems or unsatisfactory performance resulting from leaking or depleted batteries.
12. Damage or problems caused by repair work carried out by someone who has not been authorized by Coolzy.com to carry out repairs.

The owner is responsible for the correct operation and regular maintenance of the unit as listed below. The correction of any non-product fault or problem is not covered by this Warranty.

a. Use and care of the device in accordance with the instructions for use provided with the device.
b. Regular cleaning of air filters (every two weeks) and replacement if damaged.
c. Replacement of exhausted batteries, in the remote control.
d. Cleaning of the heat exchangers by a qualified air conditioning technician in the event of excessive accumulation of dust on the fins and the tubes.

Owners should do the following, within the applicable warranty period, when claiming warranty:

1. Stop using the device and unplug it from any power source.
2. Contact the retailer where the product(s) were purchased.
3. If the product(s) were purchased directly from Coolzy.com, report the defect and provide a detailed description with photos, sound recording or video if possible. Email these details to [email protected], or use the contact form at https://www.coolzy.com/.
4. Once acknowledgment is received, follow Coolzy.com’s instructions on preparing to return and sending unit for warranty evaluation.
5. Provide proof of original purchase, such as a retailer’s sales receipt, or proof of payment of an original tax invoice.

When purchasing a Coolzy unit in Europe or surrounding islands, please note that your order will be shipped from our distribution center in the Netherlands. While our listed prices include VAT applicable in your destination country, it is the responsibility of the purchaser to pay any import duties or additional taxes that may be levied by local customs authorities. These import duties, if charged, are generally reclaimable in most cases.