This policy explains how to cancel an order, return a product and get a refund. It forms part of our Terms and Conditions of Sale. Nothing in this policy affects your statutory rights.
1. Your right to cancel (consumers)
If you are a consumer (buying for purposes outside your trade, business, craft or profession), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order for any reason within 14 days of the day after you receive the goods. If your order is delivered in several parts, the 14 days runs from the day after you receive the last item.
To cancel, tell us clearly before the 14 days end, for example by e-mail to info@deksocooling.com, by phone on +44 20 8345 6622, or by writing to us at Unit B Watkins House, Pegamoid Road, London, N18 2NG, United Kingdom. Please include your name, address and order number. You may use the model cancellation form below but you do not have to.
Returning the goods
- You must return the goods, or let us collect them, no later than 14 days after telling us you are cancelling.
- Because of their size and weight, most of our products cannot be returned by normal post. Unless we have told you otherwise, you are responsible for the direct cost of returning the goods. If you would like us to collect them, we will tell you the collection cost before arranging it, and the estimated maximum collection cost is the same as the delivery charge for that item to your address.
- Please keep the goods safe while they are in your possession and, where possible, return them in their original packaging.
Your refund
- We will refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery service than our standard one, we only refund the standard amount.
- We will make the refund within 14 days of receiving the goods back, or of you providing evidence that you have sent them back, whichever is earlier. If we have not yet delivered the goods, we will refund within 14 days of you telling us you are cancelling.
- We refund using the same payment method you used, unless you agree otherwise.
- You may handle the goods as you would in a shop to check their nature, characteristics and how they work. If the goods have been installed, used beyond that, or have been damaged, we may reduce your refund to reflect the loss in value.
When the right to cancel does not apply
The right to cancel does not apply to goods that are made to your specification or clearly personalised, such as cold rooms built to your measurements or units ordered with special options at your request. We will tell you before you order if this applies.
2. Faulty or incorrectly described goods
If you are a consumer, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. If they are not:
- within 30 days of delivery you can reject them and get a full refund;
- within 6 months of delivery, if the fault cannot be repaired or the goods replaced, you are entitled to a full refund in most cases;
- after 6 months, if the fault cannot be repaired or the goods replaced, you may be entitled to some money back.
Please contact us as soon as you notice a problem, with your order number, a description and photos or video of the fault. We may ask a service engineer to inspect the equipment. Where goods are faulty, we will pay reasonable costs of collection.
Business customers should see section 9 of our Terms and Conditions of Sale.
3. Damage in transit
Please check your delivery on arrival and tell us within 48 hours if anything is damaged or missing, with photos of the packaging and the product. This helps us claim from the carrier and get a replacement to you quickly. It does not reduce your legal rights.
4. Business customers changing their mind
If you are buying for your business and want to return unused goods that are not faulty, please contact us before sending anything back. Where we agree to accept a return, the goods must be unused, in their original packaging and returned at your cost, and a restocking charge may apply. We will confirm any charge in writing before you return the goods.
5. Model cancellation form
To: Dekso Cooling, Unit B Watkins House, Pegamoid Road, London, N18 2NG, United Kingdom, info@deksocooling.com
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: