Cancelling and refunds

Your 14-day right to change your mind, how to use it, what happens if you asked us to start early, and when the right ends.

Last updated

In short

  • 14 days from the day you order, no reason needed.
  • A full refund — including the survey fee — as long as installation has not started.
  • Booking an install date is you asking us to start early. You keep the full 14 days either way.
  • Once the system is installed at your request, the right ends. Your rights if something is faulty do not.
  • Any clear statement that you are cancelling works. The form is provided because it must be, not because you have to use it.

A summary, for orientation. The clauses below are the ones that bind us.

On this page
  1. Your right to change your mind
  2. How to cancel
  3. If you asked us to start early
  4. When the right ends
  5. How refunds are paid
  6. The model cancellation form

Your right to change your mind

Because you bought without meeting us, you have a statutory right to cancel within 14 days without giving any reason. The 14 days run from the day you place the order for the installation service, and from the day the equipment is delivered or installed for the equipment itself.

This is on top of your right to a refund if something is faulty, which is a different thing and is covered in the guarantees document.

How to cancel

Email hello@duneair.com quoting your order reference. Any clear statement that you have decided to cancel is enough — you do not have to use our words, our form, or give a reason.

You can also post the form in clause 6 to our registered office. Cancelling by email is faster and we will act on it the same working day.

What counts as in time

You have cancelled in time if you send your message before the 14 days are up, even if it reaches us afterwards. Keep the sent email — that is your evidence, and we will not dispute a timestamp.

If you asked us to start early

Choosing an install date on your order page is an express request for us to begin inside the 14 days. It is the only thing that starts work early — if you never pick a date, nothing happens until the window has passed.

You keep the full 14 days either way. Asking us to start does not shorten the period and does not give up the right; it only means work may have begun by the time you use it.

The regulations say that if you cancel after asking us to start, you pay a proportionate amount for what we supplied before you cancelled. That would cover the survey, the noise calculation and the Room Study.

We do not charge that

As long as installation has not started, you get everything back — including the survey fee — however much work we have already done. This is us choosing not to exercise a right the regulations give us, and it is the same promise the shop page makes.

When the right ends

Once the system has been fully installed and commissioned at your request, the installation service has been fully performed and the 14-day right no longer applies to it. That is how the regulations work for a service you asked to have completed inside the window.

In practice the point of no return is the start of installation, not the end of it — a heat pump that is half fitted cannot be un-fitted without cost. So the honest line is the one we hold ourselves to: cancel any time before installation starts and you get everything back.

What never ends

Your rights if the equipment is faulty, not as described, or badly installed are not affected by any of this, and are not time-limited in the same way. See the guarantees and warranties document.

How refunds are paid

  • Back to the card you paid with. We cannot refund to a different card or account, which is a fraud control rather than an inconvenience
  • Within 14 days of you telling us you are cancelling
  • In full, including the survey fee, where installation has not started
  • No fee, no admin charge, and no deduction for the work described above

If equipment has already been delivered to you and you cancel, we collect it at our cost. Please do not send it back yourself — these are heavy, pressurised units and posting one is neither safe nor necessary.

The model cancellation form

You do not have to use this. An email saying you want to cancel is enough. It is reproduced here because the regulations require us to provide it, and it is sent to you with your order confirmation so that you have a copy that cannot be edited afterwards.

Complete and return this form only if you wish to withdraw from the contract.

To: {TRADER}

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*]:

Order reference:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

What this document is written against

  1. Consumer Contracts Regulations 2013, Part 3Regulations 29 to 38 set the 14-day right, how it is exercised, refund timing, and the effect of asking for early performance.
  2. Regulation 36 and Schedule 3 Part BEarly performance and the model cancellation form reproduced in clause 6.