Delivery & Returns
Order Confirmation:
As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.
Order Delivery:
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@chilledsolution.com so that we can help.
Where Do we Deliver?
At Chilled Solution we offer free delivery on all of our products over £500 which are shipped to the UK mainlands.
There may be some additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.
If your address is outside of the UK mainland please contact us at sales@chilledsolution.com or call us on 03330507430 for a delivery quote.
For items shipped to the EU please get in touch with us at sales@chilledsolution.com to get a delivery quote.
For any other orders shipping costs will be calculated by size, weight and destination.
Damages and Issues:
We ask that you thoroughly inspect all items at the point of delivery for damage or incorrect items. Please take the item out of it's packaging (do not only inspect the packaging). We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to info@chilledsolution.com so that we can make this right or open an insurance claim on your behalf.
PLEASE NOTE: It is very important to understand that once the items are signed for we cannot be held responsible for any damages. You (the buyer) is required to prove to us the damage was there before delivery. We will not be able to accept any claims for damaged items if you have signed the delivery paperwork.
Cancellations & Refunds:
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order. In some cases we will only be able to refund you 70% of the total cost of the item, this is due to a 30% restocking fee.
PLEASE NOTE: We can't stress enough how important this is, please double checking you have ordered the correct item, colour, size etc. By doing this it will save us both valuable time, money and the hassle.
Chilled Solution will only accept cancellations as listed bellow:
- If the Buyer cancels after goods have been dispatched, we will levy our costs from the refund. Please note this can be as much as 50% of the product value.
- If the goods have been used and installed by the Buyer or his Agent then the goods will be deemed non-returnable and the order cannot be cancelled.
- Delivery costs will apply for the collection of the appliance, these will be calculated at the time depending on weight and location.
Returns:
Here at Chilled Solution we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
If you are not satisfied with your product, please contact us sales@chilledsolution.com to arrange a solution.
If your product is faulty within the 14 day period you will be eligible to a full refund. Alturnativly we will opt to repair or replace the item in line with the Consumer Rights Act and Sale of Goods Act.
To be eligible for a return, your item must be in the same condition that you received it in and in it's original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@chilledsolution.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The returns email must include the information listed below so that we can process a return for you:
- Your name
- Order reference number
- Your Address
- Email address
- Contact number
- Date of purchase
- Date the goods were received by you
- If you originally ordered multiple items, which do you want to return.
- reasons for return.
When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund. Also include the shipping label in with the item.
Please note: we do not accept returns due to typing errors or incorrect information that has been provided by the manufacturer. This will need to be resolved between the buyer and the manufacturer. The seller uses the manufacturers product specification wherever possible, information provided by them does not leave us liable for any charges.
You can always contact us for any return question at info@chilledsolution.com or phone us on 0333 050 7430
Exceptions / non-returnable items:
Certain types of items cannot be returned, such as items that are not returned in there original packaging and without confirming there order. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards. We also don't accept returns for items that have been ordered in especially for your order such as wine walls and special order wine coolers/cabinets.
Any unwanted items need to be unused and not installed or switched on. If you do install or use your item, we can levy at least 50% of the cost of the item as we wont be able to re-sell this as a new item anymore.
Goods that have been opened, marked, soiled, damaged or used will only be entitled to a partial refund. Goods deemed non-saleable will not be refunded and will only be returned at the Customer’s cost.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.