Frequently Asked Questions
Welcome to Mastercool Tools UK. MastercoolTools.com is operated by Ryan Air Conditioning Spares Ltd. Below you will find answers to common questions about ordering, shipping, returns, and warranties.
ORDERING & PAYMENT
How do I place an order?
Browse our catalogue, add items to your basket, and proceed to checkout. All transactions are secure and encrypted.
Do you offer trade accounts?
Yes. To apply for a Credit Account (Business Only), please email sales@ryanairconspares.com. Our payment terms are 30 Days End of Month.
Can I get a VAT invoice?
Yes, all orders include a VAT invoice, which will be emailed to you upon dispatch.
What payment methods do you accept?
We accept Visa and MasterCard credit cards, as well as Maestro, Delta, Visa Electron, and Solo debit cards. We also accept PayPal and Direct Bank Transfer.
Who can buy pre-charged air-conditioning systems?
Under F-gas regulations, we are only permitted to sell pre-charged air-conditioning and refrigeration systems to customers whose F-gas credentials are logged on our computer records.
SHIPPING & DELIVERY
Where do you ship to?
We ship to the United Kingdom and European Union countries with automated checkout and fixed shipping rates.
International shipping (outside UK/EU): We can arrange shipping to other worldwide destinations. Please contact sales@ryanairconspares.com with your location and product requirements for a custom shipping quote. International customers are responsible for all customs duties, import taxes, and clearance fees.
What are your shipping rates?
United Kingdom:
- Express Delivery (1-3 business days): £6.50
European Union:
- Standard Delivery (5-10 business days): £28
- Express Delivery (2-4 business days): £48
All prices include VAT where applicable. EU customers will see any applicable duties and taxes at checkout.
How long does delivery take?
Deliveries typically take place between 8:00 am – 6:00 pm, Monday to Friday. We do not process orders or deliver on UK Bank Holidays or weekends. While we provide estimated delivery dates based on stock, we cannot guarantee specific times.
Do you offer Express Delivery?
Yes. If you require express delivery (1-3 business days) to the UK mainland, please call us at 0161 775 1190 to confirm stock availability before ordering.
What if I'm not home for delivery?
All deliveries require a signature. If you are not home, the courier will leave a card. If the courier attempts delivery three times unsuccessfully, the order will be returned to us. Please note that an additional handling charge may apply for returns and redelivery in these cases.
Why does every product show a shipping weight of 10kg?
We use a standardised 10kg shipping weight across all products for rate calculation purposes only. This doesn't represent the actual weight of the items. If you need the precise weight of a specific product, please contact sales@ryanairconspares.com.
CLICK & COLLECT
How does Click & Collect work?
When checking out, select the Click & Collect option.
IMPORTANT: Please wait for us to contact you to confirm your order is ready before travelling.
Do not arrive at the trade counter until you have received this confirmation email or call. We cannot guarantee items will be in stock for immediate collection if you arrive before being notified.
Where do I collect from?
Once notified, you can collect your items from our trade counter in Irlam, Manchester (M44 5PN) during opening hours.
What do I need to bring?
Please bring your unique order number when you come to collect your goods.
How long do you hold Click & Collect orders?
Due to limited storage space, we hold orders for 21 days. If not collected by then, the order will be automatically cancelled.
RETURNS & REFUNDS
What is your returns policy?
We offer a 30-day return policy. Items must be returned in their original condition.
- Consumers: You may return items if you change your mind, but you are responsible for return costs.
- Business Customers: Delivery charges are not refundable, and we charge a 20% restocking fee.
- Made-to-measure/Special Orders: These cannot be returned unless faulty.
EU customers have a 14-day cooling-off period under the Consumer Rights Directive.
How do I return an item?
Returns are not accepted without prior authorisation.
- Email sales@ryanairconspares.com to request authorisation.
- Once authorised, send the item back to:
MastercoolTools.com (Returns)
Unit 15 Wharfside Business Park
Irlam Wharf Road
Irlam, Manchester
M44 5PN
United Kingdom
Who pays for return shipping?
You are responsible for the cost of the return. If we collect the item for you, a minimum charge of £18 will be deducted from your refund.
What if my item arrives damaged or faulty?
Please contact us immediately at sales@ryanairconspares.com. We will arrange to either exchange the product or provide a full refund.
WARRANTIES & TECHNICAL SUPPORT
Does the warranty cover Mastercool products?
Yes! All warranty claims are processed in accordance with the manufacturer's warranty policy.
How do I make a warranty claim?
Please contact us with your order number and a description of the issue. Note that if goods need to be returned to the manufacturer under warranty, the customer bears the costs incurred.
Do you offer technical support?
Yes! Our team can help with product selection and specifications. Contact us via email or phone during business hours.
CONTACT US
If you can't find the answer you're looking for, please don't hesitate to contact us:
Email: sales@ryanairconspares.com
Phone: 0161 775 1190
Address: Unit 15 Wharfside Business Park, Irlam Wharf Road, Irlam, Manchester, M44 5PN
Business Hours: Monday - Friday, 8:00 AM - 6:00 PM (Closed on UK Bank Holidays and weekends)