Refund policy

Returns Policy

Returning an Item

If you need to return an item, please log in to your account, view your order using the “Completed Orders” link under the My Account menu, and click the Return Item(s) button.

Most unwanted products may be returned within 7 days of delivery, provided they are:

  • Unused
  • In their original, unopened packaging
  • In resaleable condition

Restocking & Return Costs

  • A 30% restocking fee will apply to all non-faulty returns.
  • Returns must be sent back at the customer’s own cost.
  • Items must be returned using a tracked and signed-for service.

Faulty or Incorrect Items

We will cover return shipping costs only if the return is due to our error, such as:

  • Incorrect item supplied
  • Faulty item on arrival

Once we receive and inspect the returned item, refunds are typically processed within one week, subject to your bank’s processing time (usually 5–10 working days).
You will be notified by email once your refund has been processed. 

Delivery Method

All deliveries are kerbside delivery only.
This means goods are delivered to the nearest accessible point at the delivery address. Drivers are not insured to carry items inside premises or provide positioning or installation services. 

Damaged Items

It is essential that all goods are checked upon delivery.
If items are damaged or faulty on arrival, this must be:

  • Noted with the delivery driver where possible
  • Reported to us as soon as possible after delivery, with clear photos

Great Britain – Damaged Goods

For customers based in Great Britain, please note:

  • Where damage is confirmed, spare parts will be supplied where applicable
  • Installation or fitting of spare parts is not included and will not be carried out by DS Refrigeration

Failure to report damage within a reasonable timeframe may affect our ability to offer a remedy. 

If an item is confirmed as damaged upon delivery and cannot be resolved by supplying replacement parts, we can arrange the return of the item and issue a refund.

All damage must be reported as soon as possible after delivery and supported with clear photographs to allow us to assess the issue and agree the appropriate resolution.