Frequently Asked Questions Banner


Some more details about how we operate - and what you can expect when ordering from us online 

Customers



Do you sell to both trade and retail customers? 

As a specialist distributor and wholesaler, we usually sell to qualified HVACR engineers, manufacturers, and other similar businesses. However, because the products we sell may be required by a wide variety of customers, we also accept retail orders.

Do I need an F-Gas certificate?

You will require a valid F-Gas certificate if the product you are buying is pre-charged with an F-Gas refrigerant. Typically, this includes air conditioning systems, cellar cooling systems and some condensing units. We will not require an F-Gas certificate for any other product.  

Products


 

Are all products shown on your website?

No. We have access to over 26,000 products from 250 international suppliers. The website contains our most popular 2,500 items plus a selection of other product types that can be ordered on request to your specification. We can also provide custom made items.

If there is a certain model or type of product that you are looking for, call our sales team on 01483 869 070 or email sales@hawco.co.uk and we will advise whether it is something that we can source for you.

Do you sell refrigerants?

No. This is the only type of HVACR product that we are unable to supply.

Stock Availability


 

Are all products shown on your website held in stock?

No. We have access to over 26,000 products from 250 international suppliers – and we are unable to stock every item. Our most popular 2,500 items are held in stock in our UK warehouse. Other items can be ordered direct from our supplier on request - and our sales team can advise you on lead times. Some items are custom made to order only.

How can I check whether a product is in stock?

Our current website is not updated with live stock information. To check if an item is in stock, we suggest you call our sales team on 01483 869 070, who will also be able to advise about any suitable alternatives. 

What happens if I make an order online and a product is not in stock?

We will notify you when we are likely to receive more stock and let you know an expected delivery date. If the product is no longer available or cannot be delivered within a time frame acceptable to you, we will cancel your order and refund any payment.

Technical Support


 

What level of technical support do you offer?

As a specialist distributor and wholesaler, we provide technical support to qualified HVACR engineers, manufacturers, and other similar businesses. This includes product support, design-in support, application design and fault-finding.

While we will do our best to support retail customers as well, we may recommend that you seek assistance from a qualified engineer if you have a technical issue with one of our products.

Also refer to the downloads tab for each product on our website where you may find data sheets or installation manuals that may assist you. 

 

Locations


 

Do you have any trade counters?

No. Unlike many of our HVACR wholesale competitors, we only ship direct to our customer’s office or project site, keeping our costs low and saving our customers both time and hassle.

Where are you based?

We despatch UK and international orders from our 22,000 square feet warehouse in Bolton, UK supported by our sales office which is based in Surrey, UK. We also support some of our US customers from a warehouse facility in Atlanta, Georgia.

Pricing


 

Do you offer trade discounts?

Most of the prices shown on our website already include a competitive trade discount applied to the list price.

Our regular account customers receive additional trade discounts based on the products they buy most often. If you are a HVACR contractor, contact Simon Rivers (UK Contractor Sales) to discuss whether it is possible to negotiate special terms on 07831 318430.

Is delivery included in your prices? Do you offer free delivery?

We add a standard delivery and admin charge of £15 on any order less than £50. We offer free delivery to mainland UK for orders over £50.

International shipping charges will depend on the destination country. This will be displayed at checkout. For more details, email export@hawco.co.uk or call 01483 869 070.

Will I get a better price if I call your office rather than order online?

Because our current website is not linked to our internal sales system, the prices shown may be slightly different. However, prices on the website are broadly the same.

If you have negotiated special prices for a certain product or type of product, these should be visible when you login to your account.

Payments


 

How can I pay for my order?

We accept Visa and Mastercard payments online and by phone. We can also accept PayPal payments online.

If you have a credit account and are buying online, you can select this option at checkout. 

How can I open a credit account?

Download a credit account application form and once complete, send to our accounts team at accounts@hawco.co.uk

 

Delivery Options


 

When can I expect my order?

If you product is in stock, our standard UK delivery is next working day before 18:00. If you need your order quicker, you can select delivery before 10:30 or 12:00 which incurs an additional charge. We can also offer a Saturday delivery before 10:30.

To guarantee next-day delivery, orders should be placed before 16:00 (Monday to Friday)

If you have a question about international deliveries, contact our export team on export@hawco.co.uk

 

Returns


 

How can I return a faulty product?

For more about how to return a product, visit our dedicated returns page