Delivery & Returns

Order Confirmation

Once your order is placed, we pre-authorise your card, but payment will not be taken immediately. We first confirm availability with our supplier. If the product is in stock and ready to ship, we’ll then capture the payment and process your order.

If the item is on back order or unavailable, we will cancel the pre-authorisation and notify you as soon as possible.

Order Delivery

If your item is in stock, your order will be dispatched within 5 working days of payment. You’ll receive tracking information via email within 24 hours of dispatch.

If you haven’t received tracking details within 6 working days, please contact us at info@chilledsolution.com

Delivery Coverage & Charges

We offer free delivery to UK mainland addresses on all orders over £500.

Additional charges may apply for the following regions:

  • Channel Islands

  • Isle of Wight

  • Isle of Man

  • Scilly Isles

  • Scottish Highlands & Islands

  • Northern Ireland

For these or international/EU deliveries, please email sales@chilledsolution.com or call 0333 050 7430 for a custom delivery quote.

Damages & Issues

Please inspect your delivery immediately upon arrival — not just the packaging but the item itself.

Do not accept the item if it appears damaged. If any damage is discovered, take clear photos and contact us at info@chilledsolution.com.

Important: Once you sign for an item, we cannot accept responsibility for any damage unless you can prove it occurred before delivery. Always inspect before signing.

Cancellations & Refunds

Orders cancelled within 48 hours of purchase can be fully refunded.
Orders cancelled after 48 hours, or after dispatch, may incur:

  • A 30% restocking fee

  • Return shipping costs

We strongly encourage you to double check product details (size, colour, spec) before ordering to avoid unnecessary fees.

Cancellations are not accepted if:

  • The item has already been installed or used

  • The item is a special order product, such as wine walls or custom cabinets

Refunds will be issued to the original payment method only.

Returns

We offer a 14 day return policy from the date of delivery.

To start a return:

Returns are only accepted if the item:

  • Is in unused condition

  • Includes original packaging

  • Is not damaged or installed

We’ll respond with return instructions and a shipping label, if eligible. Items returned without prior approval will not be accepted.

Note: We do not accept returns for:

  • Items ordered in error due to incorrect manufacturer specs

  • Opened, marked, used, or installed items

  • Sale items or gift cards

  • Custom/special order products

Used or installed items may be subject to up to 50% deductions, or rejected entirely.

Exchanges

Need something else? The fastest way is to contact us to arrange to return your item (if eligible) and place a new order separately.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be processed to the original payment method.

Please allow time for your bank or card issuer to complete the refund process.

Still Have Questions?

Email us at info@chilledsolution.com or call us on 0333 050 7430. We're here to help!