Return & Cancellation Policy

1.Right to cancel

(a) Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) & Consumers rights act of 2015, a Consumer is entitled to cancel an order placed via Subcold’s website or an order concluded by telephone within 30 days following the date on which the Consumer takes delivery of the Goods.

(b) To exercise your right to cancel, please start your return via our help centre at support.subcold.com.

(c) Any Goods returned in accordance with this clause must be returned in an unused state and in their original packaging. This includes all accessories including keys, shelves, door pockets, power leads.

(d) All returns must be started at support.subcold.com. Please do not send items back without starting a return there first.

(e) You must include your original delivery address and order number inside the package so it can be identified when returned.

(f) Subcold Ltd reserve the right to deduct from your refund any reasonable costs if any of the following are found:

(i) Missing items, and/or damage to the item;

(ii) Damage to the product;

(iii) Signs of use;

(iv) Cleaning required.

(g) We will fail to accept unwanted returns if:

(i) The items were on clearance (Clearance deals)

(ii) The items were personalised especially for you

2.1 Faulty (first 30 days from delivery)

(a) If your item arrives faulty within the first 30 days of delivery, then please follow the troubleshooting advice located in the user manual and our online help desk.

(b) If the problem still persists then we will arrange for the item to be returned. The following will apply:

(i) If the item is 20kg or under, then we will supply a shop return label for a DPD drop of shop. A list of your nearest drop of shops will be supplied with the label.

(ii) If the item is over 20kg then we will arrange for DPD to collect the item on weekday of your choosing (please note we are unable to supply a specific time to collections).

(iii) Please make sure all accessories are included This includes all accessories including keys, shelves, door pockets, power leads.

(iv) You must include your original delivery address and order number inside the package so it can be identified when returned.

(v) You will be refunded once we receive your item back at our warehouse and it passes inspection. Refund timing then depends on your bank, typically from about 2 hours up to 3–5 working days.

(vi) In most cases you will receive a full refund, or in some cases a replacement.

(c) In the event that an an item needs to come back to Subcold for inspecting the Goods for a fault within the first 30 days, Subcold reserves the right to charge reasonable fee to the Customer in certain circumstances, including (but not limited to):

(i) No fault being found with the Goods;

(ii) General misuse/incorrect siting of the Goods;

(iii) Failure to follow Subcold’s user guidelines and maintenance in accordance with Subcold’s recommendations;

(iv) Cleaning so a repair or inspection can take place;

(v) Incorrect power sourcing;

(vi) Modification to or repairs of the Goods being undertaken by anyone other than an appropriately qualified engineer;

(vii) Damage to the Goods resulting from accident, misuse or neglect;

(viii) The Customer moving or relocating the Goods;

(ix) Incorrect reason for return used to gain a free return.

3.Faulty (after 30 days from delivery)

All Subcold products come with a 1-year warranty from the original date of order.

If your item becomes faulty after the first 30 days from delivery, then please follow the troubleshooting advice located in the user manual and our online help desk.

(b) If the problem still persists then we will arrange for the item to be returned to our warehouse for a warranty repair. The following will apply:

(i) If the item is 20kg or under, then we will supply a shop return label for a DPD drop of shop. A list of your nearest drop of shops will be supplied with the label.

(ii) If the item is over 20kg then we will arrange for DPD to collect the item on the week day of your choosing (please note we are unable to supply a specific time to collections).

(iii) You must include your original delivery address and order number inside the package so it can be identified when returned.

(c) If a like for like replacement is sent, the warranty of the replacement still expires 1 year from the original date of order.

3.2 Any warranty given by Subcold shall not extend to matters and/or parts which are beyond the control of Subcold, including (but not limited to):

(a) electrical cabling between the Goods and the mains electricity supply;

(b) light bulbs, light tubes and LED lights;

(d) rusting of the Goods;

(e) condensation;

(f) shelving;

(g) power failures.

3.3 In the event that an an item needs to come back to Subcold for inspecting the Goods for a potential claim under a warranty, Subcold reserves the right to charge a fee to the Customer in certain circumstances, including (but not limited to):

(a) No fault being found with the Goods;

(b) General misuse/incorrect siting of the Goods;

(d) Replacement of light bulbs, light tubes and LED lights;

(e) Cleaning so a repair or inspection can take place;

(f) Incorrect power sourcing;

(g) Modification to or repairs of the Goods being undertaken by anyone other than an appropriately qualified engineer;

(h) Damage to the Goods resulting from accident, misuse or neglect; o.

(i) The Customer moving or relocating the Goods;

(j) Incorrect reason for return used to gain a free return.

4.Damage

(a) If your item has arrived damaged then you must notify us within 48 hours from delivery.

We will require the following attached to damage form below:

(i) Multiple images of the damage;

(ii) A clear image of the DPD label on the external packaging;

(iii) Multiple images of internal and external packaging;

(iv) A copy of the serial number situated at the back of the unit.

Please note that without this information, we are unable to assist with the request.

(b) Please submit this via our help centre at support.subcold.com and include your order id and delivery address.

(i) If the item is 20kg or under, then we will supply a shop return label for a DPD drop of shop. A list of your nearest drop of shops will be supplied with the label.

(ii) If the item is over 20kg then we will arrange for DPD to collect the item on the week day of your choosing (please note we are unable to supply a specific time to collections).

(iii) Please make sure all accessories are included This includes all accessories including keys, shelves, door pockets, power leads.

(iv) You must include your original delivery address and order number inside the package so it can be identified when returned.

(v) You will be refunded once we receive your item back at our warehouse and it passes inspection. Refund timing then depends on your bank, typically from about 2 hours up to 3–5 working days.

(vi) In most cases you will receive a full refund, or in some cases a replacement.

(c) In the event that an an item needs to come back to Subcold for inspecting the Goods for a damage, Subcold reserves the right to charge reasonable fee to the Customer in certain circumstances, including (but not limited to):

(i) No damage being found with the Goods;

(ii) General misuse/incorrect siting of the Goods;

(iii) Cleaning so a repair or inspection can take place;

(iv) Modification to or repairs of the Goods being undertaken by anyone other than an appropriately qualified engineer;

(v) Damage to the Goods resulting from accident, misuse or neglect;

(vi) The Customer moving or relocating the Goods;

(vii) Incorrect reason for return used to gain a free return.