Terms of Sale

Last updated: October 2026

These terms apply to products you buy from our website and to supply and installation work we carry out. Please read them before placing an order. If anything is unclear, contact us and we will explain.

1. About us

This website is operated by Total Climate Control Ltd, a company registered in England and Wales, with its registered office in Bury St Edmunds, Suffolk IP32 7EY. You can contact us by phone on 0333 577 1300 or by email at Stephenladell474@gmail.com.

2. Placing an order

When you place an order online, you will receive an email acknowledging it. A contract is formed when we email you to confirm your order has been accepted and dispatched. We may decline an order, for example if a product is unavailable or a price was shown in error, and we will refund any payment in full.

3. Prices and payment

All prices include VAT at the current rate. Delivery charges, if any, are shown at checkout. We accept payment by the methods shown at checkout, including Klarna where available. If you pay with Klarna, Klarna’s own terms also apply to that payment.

4. Installation of products bought online

Split air conditioning systems and heat pumps contain fluorinated greenhouse gases. By law they must be installed, commissioned and serviced by a person holding the appropriate F-Gas certification. It is your responsibility to make sure any product bought online is installed by a suitably qualified engineer. The manufacturer warranty usually requires professional installation, registration and annual servicing.

5. Supply and installation work

For installations, we will give you a written quote setting out the equipment, the work included, the price and any assumptions. The quote forms part of our contract with you. We will agree an installation date with you and carry out the work with reasonable care and skill. If we find something during the work that we could not reasonably have known about from the survey, we will explain it and agree any change with you before going ahead.

6. Your right to cancel

If you are a consumer, you have the right to cancel an online order within 14 days of the day the goods are delivered, without giving a reason. For installation contracts agreed away from our premises, you can cancel within 14 days of the contract being made. If you ask us to start installation work within the cancellation period, you will need to pay for any work already carried out if you then cancel. Full details of how to return goods are in our Delivery and Returns policy.

7. Faulty goods and your legal rights

Nothing in these terms affects your legal rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose and of satisfactory quality, and services must be carried out with reasonable care and skill. If something goes wrong, please contact us first and we will put it right.

8. Warranty

Products are covered by the manufacturer warranty set out on each product page, subject to the manufacturer’s terms. Where we install a system, we also guarantee our workmanship as set out in your quote.

9. Liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses where you buy as a consumer, or for problems caused by installation, servicing or alterations carried out by someone else. Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud.

10. Business customers

If you buy as a business, the consumer cancellation rights in section 6 do not apply, and our total liability to you is limited to the price paid for the products or services concerned, except where the law does not allow this.

11. Complaints and governing law

If you are unhappy with anything we have done, please contact us and we will try to resolve it quickly. These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England, Wales, Scotland or Northern Ireland depending on where you live.