Terms & Conditions of Sale

These terms and conditions of sale are provided by Close Comfort Pty Ltd.

For all customer service enquiries, email us at eu.cs@coolzy.com or alternatively use the Contact Us form here.

1. Stock Availability

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.

2. Shipping

We ship your products to addresses in EU member countries in mainland Europe, Ireland and the UK using DPD or GLS. Please contact us by email to ask about deliveries to remote regions or islands.

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.

2.1 Shipping Cost

We deliver our air conditioning units to Continental Europe. For island deliveries we charge extra. Please contact us directly for a quote (contact@coolzy.com).

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.

*Shipping costs in metropolitan areas, as designated by our delivery agents at the time of purchase, will not be added to the purchase price of our units and select accessories, as deemed appropriate by Close Comfort Pte LTD. For all customers located outside of these allocated delivery areas, shipping costs will be calculated and applied over and above the retail price of the unit or accessory.

Where shipping charges do need to be applied during check-out, this additional cost will be based on weight, dimensions and delivery location.

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.

2.2 Changes to delivery address

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.

2.3 Products damaged in transit

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.

2.4 Cancellation

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.

2.5 Insurance

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.

3. Disposal

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.

4.1 Return

We do not offer Returns for change of mind.

4.2 Warranty

Visit our Warranty page to register your warranty.

Register your warranty

4.3 Warranty Conditions

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)

4.4 Warranty Exclusions

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.

4.5 Owner’s Responsibilities

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.

4.6 Steps to claim warranty

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 eu.cs@coolzy.com, 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.