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Customer Support
For customer support please see our frequently asked questions section below. If this doesn't resolve your query then please call our main office number. If you have not received your order within a few days and have not heard from us please contact the main office number.
Customer Support - FAQ
Q. My fan is more than one year old and has developed a fault. Is it covered by the Hunter lifetime warranty?
A. No. The lifetime warranty covers just the motor and not anything else. There are also a few fans that only have limited 10 year warranties.
Q. Can you trouble shoot the problem with my fan?
A. Yes we can try as there are very few things to go wrong. Please email sales@coolandwarm.co.uk with your problem and details and we will try to get your problem resolved. If we cannot solve it immediately, we have contact with the right people in Hunter USA to ensure a resolution is reached.
Q. Do you stock spares?
A. Yes we do stock a wide range of spares and certainly the commonly used ones for current and some discontinued models. If we don't have them in stock then it can take up to 3 months or so to get them and if the model is discontinued and we are out of stock then we probably are unable to help.
Q. Will you pay for electricians fees for fixing my fan?
A. If it is less than one year old and the fan develops a fault we will identify what the fault is and either send you the part and pay a local electrician to fix it (if it requires a wiring fix). If it is simply a part missing or a remote not working we will send you the part. If it is a major problem then we will replace the unit. In line with other distributors we will not pay the electrician's costs to uninstall and reinstall the replacement - although this happens vary rarely.
Q. I bought my fan in another country from another Hunter agent and it has now developed a fault. Will you fix it for me?
A. We will try to assist you and can sell you the spares you need. However other countries stock different models so we probably won't have the spares. We can however honour the lifetime motor warranty unless the fan is obsolete in which case we will offer you an alternative fan or offer you the chance to upgrade to a better current model.
Q. I can buy a Hunter fan much cheaper in the USA. Why is that?
A. The fans we sell are for the 240v European market. They have undergone separate development, testing, approvals etc to comply with EC standards. The costs of shipping, import duty, warehousing, staff, selling, support and courier costs are all much higher here than in the USA often by a factor of 100%. Additionally, we have higher taxes and a much smaller market here so our marketing costs are much higher. We could compromise on quality, service and support but we believe that long term our customers will respect our presence, a successful business combined with the Hunter brand and quality. We make a modest profit as we plough back our revenues into making our business better for our customers. Our prices are in fact cheaper than a lot of other European countries.
Q. I can buy a ceiling fan for £15 in my local DIY shed. Why are yours 10 x that price?
A. You need to compare apples with apples. Now ask your DIY shed - if you can find anyone who knows the first thing about ceiling fans - whether any of these features exist in their products. Many cheap fans fail after 15 months or develop annoying hums, vibrations or wobbles in addition to not moving air efficiently. The true cost of installing such "junk" will dwarf a sensible investment in a quality ceiling fan such as Hunter effectively losing your money. The economics don't stack up - you cannot buy a BMW for the price of a Daewoo.
Q. Can I use a fan that I purchased from the USA in the UK?
A. No as the voltage is different. You could use a transformer but European safety and electrical standards are different to US ones so we would not recommend it.
Q. Am I able to return a fan if I don’t like it or don’t like the finish?
A. Yes you can but there is a standard 25% restocking charge which will be taken from the refund.
Q. May I have a different colour blade than the one specified?
A. If the two colour options are not suitable we do have a supply of different colour blades that can be purchased as an extra. They are fan specific so for example if you ordered a Seville and not happy with the blades you can select a set of blades from a different Seville.
Technical Support
For technical support please read our frequently asked questions section below first which covers most of the common problems experienced. If your query is not answered then please either email sales@coolandwarm.co.uk or ring on the sales office number.
Technical Support - FAQ
Q. Can I have remote control and wall control at the same time?
A. No. You need to decide what is the best option for you before installing the fan as using both would not let the fan work properly.
Q. Will one remote control operate several fans?
A. Yes. One remote control will operate more than one fan and can in fact control up to 8 different fans but you will need to have a receiver in each fan to do this. You would need to order extra receivers if you intend to do this if it is a fan that doesn't come with a remote control.
Q. Will one wall control operate more than one fan?
A. No. You will need one wall control per fan.
Q. Are all the fans able to work in the UK without adjustments or transformers?
A. Yes. All the fans we offer have already been adapted for the UK and Europe so there is nothing extra that you need or that you need to do for their operation.
Q. Could I cut the drop rods down to different size?
A. Yes. You will need to make sure you are able to cut through the pipe but also be able to drill a 8.5mm diameter hole through both sides of the pipe for the pin to hold the trilobular ball in place.
Q. May I add a wall control to my existing electric circuit?
A. The wall control will require 4 core wiring. This means it will need to have 1 x Earth, 1 x Neutral and it will need 2 x Live wires. The wall control cannot be used alongside any other lighting systems.
Q. If I have an Outdoor Element fan can I have the wall control outside?
A. No the wall control is not for outdoor use so would need to be inside.
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