Good questions.
Helpful answers.

Use our system finder to explore options for the rooms you’d like to heat or cool. You can review the available models, capacities and finishes, then see your proposed complete system. We’ll review the setup before installation.

Yes. Our customer care team can talk through your rooms and requirements with you. Contact us by WhatsApp, email or phone. Polo, our AI assistant for quick general questions, is coming soon.

Our configurator lets you explore systems for multiple rooms. The right arrangement depends on the selected units and your installation requirements, which we’ll review with you.

We’ll guide you through the photos needed to review your installation. We’ll then confirm the setup and any additional work before arranging installation. You can read the full process on How it works.

Your £99 deposit is refundable in full if you cancel before your units are dispatched. If dispatch has already taken place, cancellation and refund rights may still apply. Contact us promptly so we can explain the next steps. Your statutory rights are unaffected. See our Cancellation & refunds policy for details.

Contact us to discuss the change. We’ll check what it means for the proposed system, installation requirements, price and arrangements before confirming anything.

It includes F-Gas certified fitting of your indoor and outdoor units, up to 5 m of connecting pipework per indoor unit, and an electrical cable run of up to 10 m from a suitable existing consumer unit for the outdoor supply. Condensate drainage, a pump where required, testing, commissioning, warranty registration and a controls demonstration are also included.

Standard access means suitable ground- or first-floor locations reachable safely by ladder. See How it works for the complete installation breakdown.

No. Send the photos we request and we’ll assess the likely routes, access, drainage and electrical requirements. If a closer assessment is needed, we’ll let you know.

We’ll explain what’s needed and provide an additional price for your approval before installation. Longer runs, complex routes, specialist access or electrical upgrades can fall outside standard installation.

Yes, where your agreed installation requires one.

Yes. We protect nearby surfaces during the work, remove installation waste and make good affected surfaces to the scope agreed during the installation review.

Yes. We’ll set up and demonstrate the remote control during handover.

Polarkin provides a 12-month workmanship warranty for the installation. We also register the unit with the manufacturer for its product warranty. Manufacturer cover and conditions depend on the model; contact us if you need help finding the relevant details.

Email [email protected] or call 0333 188 1347 during customer care hours. If you have them, include your booking or order reference, the affected unit, any displayed error code and a short description of what is happening. Photos can help where they are safe to take.

No. Please don’t send card details, passwords or one-time security codes by email or chat.