Last updated: June 2025
Retail Refrigeration Direct operates as a drop-ship distributor. This means your order is fulfilled and shipped directly to you by the manufacturer. As a result, all returns must be coordinated through our suppliers' returns process, which we will facilitate on your behalf.
If you are a consumer purchasing for personal use, you have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013, without giving a reason.
To exercise your right to cancel, contact us at hello@retailrefrigerationdirect.co.uk with your order reference and “Notice of Cancellation” in the subject line.
The item must be returned in its original, unused condition and packaging. The cost of return shipping is your responsibility unless the item is faulty or incorrectly supplied.
If your item arrives damaged or develops a fault within the warranty period, please contact us immediately at hello@retailrefrigerationdirect.co.uk with:
We will liaise with our suppliers on your behalf and arrange repair, replacement, or refund as appropriate. For transit damage, please report within 48 hours of delivery and retain all original packaging.
If you are purchasing for business use, your statutory consumer rights under the Consumer Contracts Regulations do not apply. Returns for change-of-mind or incorrect ordering will be assessed on a case-by-case basis and are subject to our suppliers' approval. Restocking fees may apply.
The following cannot be returned unless faulty:
Once a return is approved and received, we will process your refund to the original payment method within 14 days. Refunds are issued via Stripe and may take 5–10 business days to appear on your statement depending on your bank.
For all returns enquiries please email hello@retailrefrigerationdirect.co.uk. We aim to respond within one business day.
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