Returns and refunds

Your 14-day cancellation right (consumers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are buying as a consumer (not for business use) you have the right to cancel your order within 14 calendar days of receiving the goods. You do not need to give a reason.

To cancel, email info@becoolrefrigeration.co.uk with your order number (format BCS-2026-NNNNN) and the message “I wish to cancel my order”.

You then have a further 14 days from your cancellation notice to return the goods. The return is at your cost unless the goods are faulty or wrongly described.

Condition of returned goods

• Unused and unopened where possible
• In original packaging, including all parts, manuals, and accessories
• Not installed or commissioned
• If you have unpacked or handled goods more than necessary to inspect them (as you would in a shop), we may reduce the refund to reflect any drop in value

Pallet items (cassettes, cold rooms, larger split-system outdoor units) must be returned on a pallet via a courier capable of pallet collection. We can arrange collection at your cost; contact us for a quote.

Refund timing

We refund the price you paid (including standard delivery) within 14 days of either:

• The day we receive the goods back, or
• The day you provide proof you have sent them back (whichever is earlier)

Refunds go to the original payment method via Stripe. Stripe’s clearing time means the funds may take 5 to 10 working days to land in your bank account depending on your card issuer.

Items that cannot be returned

The 14-day right does not apply to:

• Goods made to your specification or clearly personalised (custom cold room sizes, made-to-order configurations)
• Goods that have been installed or commissioned (an F-Gas certified install means the unit has been opened to the refrigerant circuit and cannot be returned to stock)
• Used goods or goods with damaged packaging beyond normal inspection handling

If you ordered the wrong size or specification and we have not yet dispatched, contact us immediately on 0203 488 1889 and we will adjust the order if stock allows.

Restocking charge (B2B only)

For business customers returning goods outside the statutory 14-day window (which doesn’t apply to B2B), a 25% restocking charge applies on bulky and commercial items to cover repackaging, return logistics, and stock loss. Consumer statutory rights are not affected.

Faulty or wrongly described goods

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality, free from minor defects, durable, safe
• Fit for purpose, including any specific purpose you made known to us
• As described, matching the description, images, and specifications shown on the site

If goods fail one of these tests, you are entitled to:

• Reject and full refund, within 30 days of delivery
• Repair or replacement, within 6 months of delivery; we choose which
• Partial refund or final rejection, if repair / replacement fails or isn’t possible

Damaged on delivery

Inspect goods on receipt. If you spot visible damage:

1. Refuse delivery if the damage is significant, or sign “damaged” on the delivery note
2. Photograph the packaging and damage before unpacking further
3. Email info@becoolrefrigeration.co.uk with the photos within 24 hours of delivery

We’ll arrange replacement or refund at no cost. Damage reported after 24 hours is harder to dispute with the courier; we’ll do our best but cannot always cover it.

Installation contracts

If you booked an installation through us and need to cancel before work has started, we refund any deposit minus the survey cost (typically £75-150 depending on travel). If work has already begun, refer to clause 9 of our Terms and Conditions for the position on part-completed installs.

How to start a return

1. Email info@becoolrefrigeration.co.uk with your order number and the reason
2. We’ll reply within 1 working day with a return reference and the appropriate next step (drop off, courier collection, or pallet pickup)
3. Pack the goods securely. Items in damaged or missing packaging may not be accepted
4. We process the refund within 14 days of receiving the goods

Contact

For any return or refund query: 0203 488 1889 or info@becoolrefrigeration.co.uk. Mon to Fri, 8am to 6pm.