Refund policy

1. Right to Cancel (30-Day Change-of-Mind Returns)

(a) Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) and the Consumer Rights Act 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. This 30-day change-of-mind cancellation right applies equally to brand-new, Clearance, and Certified Refurbished / Graded Outlet items.

(b) You can cancel by making any clear statement telling us you wish to cancel (for example by email or in writing). The quickest way is to start your return via our help centre at support.subcold.com. If you cancel for change of mind, you are responsible for the cost of returning the Goods to us.

(c) You can open the packaging to inspect the Goods, but they must be unused and undamaged. Please return Goods with all accessories (such as keys, shelves, door pockets and power leads) and, where possible, in their original packaging. If the Goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any loss in value (see (g) below).

(d) To help us process your return quickly, please register it first at support.subcold.com before sending items back.

(e) Please include your original delivery address and order number inside the package so that your return can be identified promptly upon arrival at our warehouse.

(f) Once your returned item arrives back at our Livingston warehouse, it will be inspected and your refund is typically processed within 3–5 working days, and in any event within 14 days of us receiving the Goods back (or of you providing evidence that you have returned them, if earlier) (your bank or card provider may take an additional 3–5 working days to display the refunded funds on your statement).

(g) Subcold Ltd may reduce your change-of-mind refund to reflect any loss in value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, or from damage while the Goods were in your care, for example:

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

(ii) Damage to the Goods occurring while in your care, including on the return journey;

(iii) Signs of use or installation beyond what is necessary to inspect the Goods;

(iv) Cleaning required to restore the Goods.

(h) We are unable to accept unwanted change-of-mind returns if the items were custom-personalised or bespoke-branded specifically to your specification (this does not affect your statutory rights if a personalised item is faulty or damaged).

2.1 Faulty Goods (First 30 Days from Delivery)

(a) If your item arrives faulty or develops a fault within the first 30 days of delivery, please first check the quick troubleshooting advice in your user manual and on our online help centre at support.subcold.com.

(b) Under the Consumer Rights Act 2015, if your item has a verified fault within the first 30 days from delivery, you are entitled to exercise your 30-day short-term right to reject for a full refund, or if you prefer, request a free replacement unit or free repair (or a free replacement part where only a minor removable accessory is affected). These statutory rights apply equally to brand-new, Clearance, and Certified Refurbished / Graded Outlet items.

(c) Where a faulty item needs to be returned to us, return shipping is completely free of charge (including on Certified Refurbished / Graded Outlet and Clearance items). The following return routes apply based on appliance weight:

(i) Items 20kg or under (≤20kg): We will supply a free pre-paid DPD Pickup Shop drop-off return label (along with a list of your nearest DPD Pickup Shops).

(ii) Items over 20kg (>20kg): We will arrange a free DPD weekday home collection on a weekday of your choosing (Monday to Friday; please note couriers cannot book a specific collection time slot in advance, though DPD provides tracking notifications on the day of collection).

(iii) Please ensure all accessories are included with the return (including keys, shelves, door pockets, and power leads).

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

(v) Refund & Replacement Timing: Once your returned item arrives back at our Livingston warehouse, it will be inspected and your full refund (or replacement dispatch) processed within 3–5 working days. Your bank or card provider may then take an additional 3–5 working days to show the refunded funds on your statement.

(vi) You may choose between a full refund or a free like-for-like replacement unit (or repair) in full accordance with the Consumer Rights Act 2015.

(d) In the event that an item is returned to Subcold for inspection under a reported fault within the first 30 days, Subcold reserves the right to charge a reasonable fee to the Customer where inspection confirms the issue is not a manufacturing or product fault, including (but not limited to) the cases below. We will always tell you about any such fee, and its amount, before it is charged. Within the first 6 months from delivery, a fault is presumed to have been present at delivery unless we can show otherwise.

(i) No fault being found with the Goods upon testing;

(ii) General misuse or incorrect siting/enclosure of the Goods without the required ventilation clearance;

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

(iv) Cleaning required so that an inspection or repair can safely take place;

(v) Incorrect power sourcing or use of non-approved power adapters;

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

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

(viii) Damage caused by the Customer moving or relocating the Goods;

(ix) An incorrect return reason being selected solely to obtain a free change-of-mind return.

2.2 Your Statutory Rights (Summary)

After the first 30 days, if your Goods are faulty you are entitled to a repair or replacement. If a repair or replacement is not possible or fails, you may be entitled to a price reduction or a refund (the final right to reject). Within the first 6 months from delivery, a fault is presumed to have been present at delivery unless we can show otherwise. You may have up to 6 years (5 years in Scotland) from delivery to bring a claim. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

3. Faulty Goods (After 30 Days from Delivery & Warranty Cover)

(a) All brand-new Subcold products come with a 12-month warranty from the date of delivery, and Certified Refurbished / Graded Outlet products come with a 12-month warranty from the date of delivery. This warranty is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

(b) If your item develops a fault after the first 30 days from delivery, please first follow the troubleshooting advice in your user manual and on our online help centre at support.subcold.com.

(c) If the issue persists, we will arrange for a replacement component or for the item to be returned free of charge to our warehouse for a warranty repair or replacement in accordance with the Consumer Rights Act 2015. The following return arrangements apply (including for Certified Refurbished / Graded Outlet items):

(i) Items 20kg or under (≤20kg): We will supply a free pre-paid DPD Pickup Shop drop-off return label (along with a list of your nearest DPD Pickup Shops).

(ii) Items over 20kg (>20kg): We will arrange a free DPD weekday home collection on a weekday of your choosing (Monday to Friday; please note we are unable to supply a specific collection time slot in advance).

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

(iv) Where a refund applies under the Consumer Rights Act 2015 (for example, if a repair or replacement is impossible, fails, or cannot be provided within a reasonable time and without significant inconvenience), your refund will be processed within 3–5 working days of the item arriving back at our warehouse and passing inspection.

(d) If a like-for-like replacement unit is issued under warranty, the warranty period of the replacement continues from the original date of delivery of the first appliance (12 months from original delivery for brand-new items; 12 months from original delivery for Certified Refurbished items).

3.2 Any commercial warranty given by Subcold shall not extend to consumable parts or matters beyond the control of Subcold (unless faulty upon delivery), including (but not limited to):

(a) External electrical cabling between the Goods and the mains electricity supply damaged after delivery;

(b) Replaceable light bulbs, light tubes, and LED lights (outside of manufacturing fault);

(c) Vandalism or accidental physical damage to the Goods or parts thereof after delivery;

(d) Rusting or corrosion of the Goods caused by improper damp/unauthorised outdoor placement;

(e) Normal ambient condensation;

(f) Accidental breakage of removable shelving or drawers after delivery;

(g) External power failures or surges.

3.3 In the event that an item is returned to Subcold for inspection under a warranty claim, Subcold reserves the right to charge a reasonable fee to the Customer in certain circumstances where no covered defect exists, including (but not limited to) the cases below. We will always tell you about any such fee, and its amount, before it is charged. Within the first 6 months from delivery, a fault is presumed to have been present at delivery unless we can show otherwise.

(a) No fault being found with the Goods;

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

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

(d) Out-of-scope replacement of consumable light bulbs, light tubes, and LED lights;

(e) Cleaning required so that an inspection or repair can safely take place;

(f) Incorrect power sourcing;

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

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

(i) Damage caused by the Customer moving or relocating the Goods;

(j) An incorrect return reason being used to obtain a free return.

4. Transit Damage

(a) If your item has arrived damaged in transit, please inspect your appliance upon arrival and notify us as soon as possible (ideally within 48 hours of delivery so we can also log a timely carrier claim; this notification request does not restrict your statutory rights under the Consumer Rights Act 2015).

To help us resolve your claim quickly, please provide the following when submitting your request via our help centre at support.subcold.com:

(i) Clear photographs showing the damage to the appliance;

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

(iii) Photographs of the internal and external packaging;

(iv) A photograph of the serial number rating plate located on the rear or inside of the unit.

(b) Please submit these details via our help centre at support.subcold.com along with your order number and delivery address.

(c) Where a damaged item needs to be returned, return shipping is completely free of charge. The following will apply:

(i) Items 20kg or under (≤20kg): We will supply a free pre-paid DPD Pickup Shop drop-off return label (along with a list of your nearest DPD Pickup Shops).

(ii) Items over 20kg (>20kg): We will arrange a free DPD weekday home collection on a weekday of your choosing (Monday to Friday; please note we are unable to supply a specific collection time slot in advance).

(iii) Please ensure all accessories are included with the return (including keys, shelves, door pockets, and power leads).

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

(v) Refund & Replacement Timing: Once your returned item arrives back at our Livingston warehouse and passes inspection, your full refund (or replacement dispatch) will be processed within 3–5 working days (your bank or card provider may take an additional 3–5 working days to show the refunded funds on your statement).

(vi) Under the Consumer Rights Act 2015, you are entitled to choose between a full refund or a free replacement unit (or free replacement part where only a minor accessory is damaged).

(d) In the event that an item is returned to Subcold for inspection under a reported damage claim within the first 30 days, Subcold reserves the right to charge a reasonable fee to the Customer where inspection confirms the damage was not present on delivery, including (but not limited to) the cases below. We will always tell you about any such fee, and its amount, before it is charged.

(i) No damage being found with the Goods;

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

(iii) Cleaning required so that an inspection or repair can safely take place;

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

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

(vi) Damage caused by the Customer moving or relocating the Goods;

(vii) An incorrect return reason being used to obtain a free change-of-mind return.