Shipping, Returns and After-Sales Policy
Documentation and warranties updated in accordance with Regulation (EU) 2019/771 and current consumer protection laws.
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Shipping and Receipt Policy
At Tu Almacén del Clima we establish the highest quality standards to offer you the best shopping experience. We take care of every detail from the moment your order is processed online until you receive your HVAC equipment. Shipment will take place once full payment for the order is confirmed, on working days (Monday to Friday).
📦 Mandatory Guide for the Receipt of Goods
Your shipment includes comprehensive all-risk insurance contracted with the transport agency. However, to guarantee the quality of service and the effectiveness of the insurance, the exact steps to follow upon receipt of the goods are as follows:
- Verify that all packages corresponding to your order have been delivered by the courier.
- Verify meticulously the external visual condition of the packaging of all boxes.
- Open the packaging to immediately check that the internal content is in perfect physical condition.
- Complete and sign the carrier's delivery note, reporting any type of anomaly detected.
If the goods or packaging are found to be damaged, struck, or dented visible to the naked eye, the customer must REJECT THE DELIVERY and imperatively state the exact cause on the carrier's delivery note at the very moment of receipt. Omitting this statement implies full compliance with the delivery, meaning it will be legally impossible to open a claim with the transport company. In this scenario, our company will not be held responsible for any physical damage detected later, canceling any right to a claim, complaint, compensation, or return of the purchase.
In case of hidden damage discovered upon unpacking (packaging totally intact externally but machine struck inside), you will have a maximum and strict period of 24 calendar hours from delivery to notify us in writing, attaching photographic proof. After this period, no claim, complaint, or return will be accepted.
Shipping Rate Rates
| Goods Destination | Order Condition | Transport Cost |
|---|---|---|
| Spanish Mainland | Orders over 300€ | FREE |
| Spanish Mainland | Orders under 300€ | Variable according to weight and volume (Calculated automatically in the cart) |
| Balearic Islands, Canary Islands, Ceuta, and Melilla | All orders | Request custom quote before purchasing |
| European Union (International destinations) | All orders | Request international transport quote |
Customer Care and Claims
As an end user or consumer, we provide you with the following official communication channels to lodge any complaint, inquiry, or technical claim:
- Direct Telephone Support: 623 541 934
- Support Email: info@tualmacendelclima.com
We will acknowledge receipt of your case. We are legally committed to resolving and formally answering your request as quickly as possible and, in any case, always before 30 calendar days after its receipt.
Right of Withdrawal
Right of withdrawal: You have the right to withdraw from this contract within a period of 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired physical possession of the goods.
To exercise the right of withdrawal, you must notify us at: Tu Almacén del Clima, S.L., C/ Avenida Comunitat Valenciana, 4 - Local 1, 03590 Altea (Alicante), Tel: 623 541 934, Email: info@tualmacendelclima.com your decision to withdraw from the contract by an unequivocal statement. You may use the official withdrawal form model, although its use is not mandatory.
Consequences of withdrawal: In case of withdrawal on your part, we will refund all payments received from you, including ordinary delivery costs (with the exception of additional costs resulting from the choice of an express or special delivery method) without undue delay and, at the latest, 14 calendar days from the date we are informed. We will proceed to carry out such refund using the same payment method employed in the initial transaction.
We may withhold the refund until we have physically received the goods at our facilities, or until you have presented proof of their return. You must return or deliver the goods directly to our address in Altea, without any undue delay and, in any case, no later than within 14 calendar days.
⚠️ Direct cost of return for withdrawal: In accordance with consumer protection regulations, you must bear the direct cost of returning the goods. Due to the technical characteristics, weight, and palletized volume of this type of product (air conditioners, boilers, aerothermal systems, etc.), the cost of return transport will be borne by the buyer. It is estimated that this cost ranges, depending on the chosen agency and the province, between approximately 25€ and 150€; however, our team will calculate the exact amount and notify you of the final quote if you request to use our logistics.
State of exclusion: The item must obligatorily be returned in its original factory packaging, sealed, and in perfect condition. Under legal health protection and hygiene exceptions, withdrawal will not be accepted for any climate control equipment that has been handled, unpacked from its internal plastic protections, or installed (totally or partially), as it is considered unsealed.
You will only be responsible for the diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and correct functioning of the items.
Warranties and Technical Incidents
Legal Warranty in Spain: All our new products feature a legal warranty of 3 years. Unless proved otherwise, any lack of conformity that manifests itself within two years following delivery of the good is presumed to have already existed when it was delivered. Remedies will be completely free of charge for the consumer, including necessary expenses (spare parts, transport, labor, or materials).
🛠️ Protocol for Technical Incidents with the Equipment: Any unit purchased features the direct warranty of the manufacturer, while your certified installer must provide you with the warranty for the physical installation. Technical incidents can be due to a manufacturing defect or, as is more common, an error in the execution of the installation.
Therefore, if the unit does not show any error code on the LED display or the remote control, your installer must obligatorily check the unit and provide you with a signed report of the incident before contacting the manufacturer's official technical service (SAT) or requesting technical assistance from our store. If assistance is requested from the official SAT of the brand and it determines at the property that the problem is due to a faulty installation (e.g., flaring faults, bad interconnection connections, or leaks due to poorly tightened valves), the SAT will directly bill the customer for the costs of their intervention and travel according to current rates, canceling the product warranty.
🌍 Warranty Coverage outside of Spain (European Union) and Breakdown of Costs: For international orders shipped to European Union member countries outside of Spanish territory, you are warned that local official technical services (SAT) of brands in the destination country might not directly accept warranty coverage since it is an imported good. Given this circumstance:
- Tu Almacén del Clima will mediate directly with the brand, offering remote technical assistance at a distance.
- Our company will under no circumstances assume costs derived from foreign technician travels, external labor, or repairs carried out by local workshops outside our network.
- If the local SAT rejects the machine and a physical factory intervention is required, the customer must fully assume the logistical costs of dismantling, secure packaging, and shipping (inbound freight costs) of the defective equipment to our facilities in Spain.
- Once the equipment is examined and repaired under the manufacturer's warranty, Tu Almacén del Clima will cover the return transport costs (outbound freight costs) back to the customer's address in Europe.
❄️ Equipment with Fluorinated Gases (Real Decreto 115/2017)
It is a restrictive legal obligation that systems operating via refrigerant exchange between indoor and outdoor units be installed by a certified professional. Failure to comply with this directive will result in the complete cancellation of the warranty. The buyer must send back the signed annexes within a maximum period of one year.
📥 ANNEX VI - PART A (Merchant / Buyer) 📥 ANNEX VI - PART B (Certified Installer)Legal Adherence and Dispute Resolution
Our company is fully adhered to Confianza Online, CIF G85804011, Calle de Velázquez 126, 4º-1, 28006, Madrid. For more information regarding the scope of the code of ethics, you can consult the official portal www.confianzaonline.es.
In compliance with the Law on Alternative Resolution of Consumer Disputes, users may resort to Confianza Online for alternative dispute resolution. Claims relating to commercial transactions and electronic contracting will be resolved neutrally by the Confianza Online Mediation Committee, while those of an advertising nature will be subject to the ruling of the AUTOCONTROL Advertising Jury.