Frequently Asked Questions

At Kälte4You, you can also order without registering and creating a customer account. Simply select the "Checkout as Guest" option during the ordering process. If you check out as a guest, no customer account will be created. Therefore, you will not be able to view or track your order in our system.

Of course, you can order from us as a business customer. Simply enter your company name during registration or when placing your order under your billing address. The invoice for your order will then automatically be issued to your company.

Kälte4You is the online shop for refrigeration and air conditioning technology for everyone. Because we are convinced that air conditioning and refrigeration technology is not just for specialized companies and professionals. This means that you can also order from us as a private customer. We will be happy to assist you in selecting the right product.

As a registered customer, you can view your orders under "Orders" in your customer account. To do this, please log in to your customer account first.

After logging in, you can view all important information about your order.

Once an order has been completed, it can unfortunately only be changed or cancelled as long as the shipment of the goods has not yet been prepared. If you wish to change or cancel your order after it has been completed, please contact our customer service as soon as possible at +49 (0) 7156 307170 or by e-mail.

Did you receive a wrong item or an additional item that you did not order? We apologize for the inconvenience. Please notify our customer service at +49 (0) 7156 307170 or by email that you have received a wrong item. We will arrange for your desired item to be resent as soon as possible.

Please pack the incorrect item securely for transport. You can use the packaging material we provided. Simply drop off your package at a parcel shop or packing station of your choice and send it back to us. We will send you a return label by email after you have contacted us. If you would like us to arrange a pickup of the return from your location, please let us know when you contact us.

Of course, we will cover the costs for the return shipment.

Naturally, we adhere to the applicable data protection regulations and legal requirements. We only use the data you provide for processing orders and improving our services. We will never pass it on to third parties without your consent. Further information on data security at Kälte4You can be found in our Privacy Policy.

For additional security of your data, we use the SSL procedure. It encrypts your personal data that you send to us, so that third parties cannot view it.

If you have the feeling that third parties have gained unauthorized access to your data, we recommend that you change your password in your customer account under "Account Details" as soon as possible for security reasons.

In addition, we have been awarded the well-known Trusted Shops seal of approval. Since 1999, this seal has stood for secure online shopping, regardless of which payment method you choose. For certification, all merchants must undergo comprehensive security tests covering more than 100 individual criteria in the areas of creditworthiness, security technology, price transparency, information obligations, customer service, and data protection. These criteria are constantly adapted to the latest developments in jurisdiction and consumer protection. More information on Trusted Shops buyer protection can be found here.

As an international customer, you have the option to shop tax-free with us if the delivery address is outside Germany. As an EU customer, please provide your VAT ID number during the order process. The VAT will then automatically be set to zero. Without a valid VAT ID number, a VAT exemption is unfortunately not possible. Deliveries to third countries are always VAT-exempt.

A VAT exemption for deliveries within Germany is unfortunately not possible.

In the customer portal, different notifications may be displayed depending on the order and payment status. The most important statuses mean:

In Process

We have received your order and are preparing it for shipment.

On Hold

We have received your order, but are still awaiting payment. Shipping will only occur after successful payment.

Payment Pending

The payment process has not yet been fully completed or is currently being reviewed by the payment provider. Please do not cancel the payment process prematurely and wait for the order confirmation. If a payment method does not work, you can select another payment method in the online shop.

Completed

Your order has been successfully processed. This means it has already left our warehouse and is on its way to you or has already been delivered.

Cancelled / Aborted

Your order has been cancelled either by you or by Kälte4You. If you have not initiated a cancellation, please contact us immediately.

Refunded

The purchase amount of your order has been partially or fully refunded.

Failed

Your order could not be completed successfully. Possible reasons include a technical error or a prematurely aborted payment process. Please place the order again. If the problem persists, please contact our customer service.

Currently, we accept the following payment methods:

• Payment in advance
• PayPal
• PayPal Express
• SOFORT Banking
• Credit Card
• Klarna Invoice
• Klarna Installment Plan
• Invoice
• iDeal
• Cash on Delivery
• Apple Pay

More information can be found under Payment Methods.

Both new and existing customers have the option to pay by invoice. For registered regular customers, we handle the processing directly. You can conveniently transfer the invoice amount after receiving the goods.

We also want to offer new customers the option of purchasing on account. For security reasons, however, this is processed via the payment provider Klarna. Simply select Klarna Invoice as your payment method.

If you do not see the option to pay by invoice on kaelte4you.de but are a business customer, please contact us by email or phone. We will be happy to find an individual solution for you.

The payment methods available to you during the order process depend, among other things, on the total sum of your purchase. During the risk assessment, it is determined which payment methods can be offered. This process is carried out automatically by the respective payment provider. The check is performed again with each order. It can happen that payment methods are available for one order that might not be selectable for another order.

The invoice for your order will be sent to the email address you provided during the order process. Your invoice will be sent as soon as your order has left our warehouse.

If you have a special email address for invoice delivery, please provide it directly with your order in your billing details. If you have forgotten to do so, you can of course provide it at any time to our customer service at +49 (0) 7156 307170 or via email.

Klarna invoice purchase also allows private customers to conveniently pay after receiving the goods. From the invoice date, you usually have 14 or 30 days to settle your invoice.

You will receive the invoice from us via email after your goods have left our warehouse. All payment information will be sent directly to you by Klarna in a separate email. Please follow Klarna's instructions for invoice payment, as you must make the payment to Klarna, not to us. Please make sure to include Klarna's payment reference in your payment, otherwise Klarna will not be able to allocate the payment and will refund the amount to you.

We recommend using the Klarna app on your mobile device, as it makes monitoring your payments easier.

You will receive a reminder from Klarna if the payment to Klarna is still outstanding and the payment deadline has already been exceeded. If you have already made a payment, please first check to whom you made the payment and which reference you provided with the payment.

As a rule, reminders from Klarna can be explained as follows:

1. You accidentally transferred the invoice amount to Kälte4You (CPS Kältetechnik GmbH) and not to Klarna. In this case, please contact our customer service at +49 (0) 7156 307170 or by email. Then please make sure that you transfer the invoice amount again directly to Klarna using the reference provided by Klarna. We will refund the amount incorrectly transferred to us. Unfortunately, we cannot make a payment to Klarna on your behalf.
2. You accidentally provided an incorrect reference when transferring the invoice amount to Klarna. In this case, Klarna will refund the amount to you, as it was not possible to allocate the payment for accounting purposes. Please check your account to see if you have received your payment back from Klarna and then transfer the outstanding amount again with the correct reference directly to Klarna. You received the reference from Klarna by email along with the payment instruction.
3. The payment is still outstanding and the payment deadline has been exceeded. Transfer the outstanding amount with the reference provided by Klarna directly to Klarna.

If you have not found an explanation here for a reminder received from Klarna, please first contact Klarna. We will then be happy to assist you with clarification.

Klarna is an external financial service provider that performs a risk assessment as part of your order. The result of this risk assessment determines whether the chosen payment method is approved for you. This process is carried out automatically directly by Klarna. The assessment is performed again with each order, which means it is possible that you may not be able to pay with Klarna for the current order even if there have been no problems in the past.

More information on risk assessment with Klarna can be found directly at Klarna.

Should there be any problems with paying with Klarna, we would recommend trying another payment method. We will be happy to assist you with the ordering process if you wish.

General information about shipping and delivery can be found under "Delivery and Shipping."

Did you receive a damaged package? We are very sorry to hear that. We hope that despite the package damage, your ordered items arrived safely and completely.

If only the package was damaged, we ask for your understanding that we cannot provide replacements for damaged shipping materials. Please contact the shipping service provider for a complaint.

If the item was also damaged during transport, please contact our customer service at +49 (0) 7156 307170 or by email. We will be happy to review your complaint.

Please have the following information ready:

· Order number
· A brief description of the defect and how it occurred

In any case, please obtain confirmation from the shipping service provider that your package was damaged during transport. Without this confirmation, we unfortunately cannot claim damages from the shipping service provider and therefore cannot process a complaint. Ideally, you should have the damage documented by the shipping service provider upon receipt of the package.

Unfortunately, we do not currently offer delivery to a parcel shop.

For completed orders, your delivery address can unfortunately only be changed in exceptional cases, as long as the shipment of the goods has not yet been prepared. If you wish to change your delivery address after completing the order, please contact our customer service as soon as possible at +49 (0) 7156 307170 or by email.

Please note that a subsequent change of the delivery address is not possible for orders paid via PayPal. If you wish to change the delivery address and have paid via PayPal, we would ask you to cancel the original order and place a new order with the correct delivery address. Thank you for your understanding.

As a customer of Kälte4You, you have a fourteen-day right of withdrawal. This means that you can withdraw from your purchase agreement within fourteen days without stating any reasons and return your order to us.

To exercise your right of withdrawal, please contact us by email at widerruf@kaelte4you.de. If you wish, you can use our sample withdrawal form, which you can find in our withdrawal policy.

Once you have exercised your right of withdrawal, please pack your items securely for transport and enclose the return slip that you received from us by email with your package. You can use the packaging material we used. Simply drop off your package at a parcel shop or packing station of your choice. Please address your return to: CPS Kältetechnik GmbH | Benzstraße 1 | 70839 Gerlingen.

Unfortunately, we cannot cover the costs of the return shipment. Please also note that we can only accept unused goods in their original condition.

The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer.

If you have exercised your right of withdrawal and we have received and inspected the goods, you will receive the value of the goods back within fourteen days. Please note that we can only accept goods in unused original condition.

For the refund, we will use the same payment method that you used in the original transaction. If you wish to receive the refund in a different way, please let us know when you request the return.

We reserve the right to refuse a refund until we have received the goods back or you have provided proof that you have returned the goods.

You can find more about your right of withdrawal here.

Unfortunately, we cannot cover the shipping costs for returns. If you are unsure whether the item you have selected is suitable for its intended purpose, please contact our customer service at +49 (0) 7156 307170 or by email. We are happy to assist you with our expertise. Should you receive a wrong item or an additional item you did not order, we will, of course, cover the return costs.

Is your item defective or damaged? We are very sorry to hear that. We will gladly review your complaint. Please contact our customer service at +49 (0) 7156 307170 or by email. Please note that we cannot process complaints in our Kälte4You chat.

For the complaint, please have the following information ready:

• Order number
• A brief description of the defect and how it occurred

All technical products at Kälte4You come with a 12-month manufacturer's warranty on the material. Air conditioning units are covered by the full warranty of the respective manufacturer (up to 6 years, depending on the manufacturer). After successful review of your complaint claim, we will send you a new item or a replacement for the damaged component. This is completely free of charge for you.

Kälte4You is an online specialist retailer for refrigeration and air conditioning supplies. We exclusively sell refrigeration and air conditioning accessories, but do not handle commissioning. However, we are happy to assist you in finding and arranging a qualified specialist company to install and commission your device.