Refund policy
Absolute Coldroom – Returns & Refund Policy
We want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help. Please read the policy below to understand how returns, exchanges and refunds are handled.
Eligibility for Returns
To be eligible for a return, items must meet the following conditions:
• The return request is made within 14 days of receiving your order
• The item is unused and in the same condition as delivered
• The item is returned in its original packaging
• You have contacted us prior to sending the item back
Please note that items returned without authorisation may be refused.
Non-Returnable Items
Due to their bespoke nature, the following items cannot be returned or refunded:
• Made-to-measure door gaskets
• Made-to-measure strip curtains
• Made-to-order transformers and heater mats
• Custom-cut PVC or bespoke fabrication work
Items Requiring Manufacturer Return (20% Restocking Fee)
Some products are returned directly to the manufacturer and are subject to a 20% restocking fee.
Please contact us before returning these items so we can arrange the correct return method.
These products include:
• Rivacold Monoblock units
• Shelving systems
• Thermal strip curtains
• Any special-order items
These manufacturers will refuse unauthorised returns, so approval from us is essential before sending anything back.
Partial Refunds (If Applicable)
A partial refund may apply if:
• The item shows signs of use or being fitted
• The item is not in its original condition
• Packaging is missing, damaged or incomplete
• Items are returned after the 14-day window
• The item has been damaged for reasons not caused by us
All assessments are made once the item has been inspected by our team.
Refund Process
Once your return arrives and has been inspected:
• We will email you to confirm approval or rejection of the refund
• If approved, the refund will be issued to your original payment method
• Bank processing times vary, but refunds typically appear within a few working days
Late or Missing Refunds
If you haven’t received your refund:
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Check your bank account
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Contact your card issuer
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Contact your bank
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If still unresolved, email us at websales@absolutecoldroom.co.uk
We will be happy to help.
Sale Items
• Regular-priced items may be refunded
• Sale items are non-refundable
Exchanges
We only replace items that are defective, damaged, or incorrect.
To arrange an exchange, email websales@absolutecoldroom.co.uk and we will guide you through the process.
Return Address
All returns must be sent to:
Absolute Coldroom Ltd
Unit 4 Ashfield Works
Otley, Leeds
LS21 3BA
United Kingdom
Do not return goods to any other address unless instructed by us.
Return Shipping Costs
• Customers are responsible for the cost of returning items
• Original shipping costs are non-refundable
• If a refund is issued, the cost of return shipping may be deducted from the refund amount
• For items over £75, we strongly recommend tracked or insured shipping - we cannot guarantee receipt without tracking
Gifts
If the item was sent directly to you as a gift:
• You will receive a gift credit equal to the value of the return
• Once the returned item is received, a gift voucher will be issued
If the gift giver had the order shipped to themselves, the refund can only be issued back to the original buyer.