Returns & Cancellation Policy
At Woodalls Refrigeration Ltd, we aim to provide high-quality products and service. This Returns & Cancellation Policy explains your rights and our procedures for returning goods purchased from us.
This policy does not affect your statutory rights under UK law.
2. Your Right to Cancel (Online Orders)
If you are a consumer purchasing online, you have the right to cancel your order under the Consumer Contracts Regulations 2013.
- You have 14 calendar days from the day after delivery to notify us of your intention to cancel.
- You then have a further 14 days to return the goods once cancellation has been confirmed.
To cancel your order, you must notify us in writing by:
- Email: info@woodalls.co.uk
- Telephone: +44 (0) 208 455 3925
3. Conditions for Returns
To be eligible for a return, items must be:
- Unused and not installed
- In original packaging
- Complete with all accessories, manuals, and components
- In a resalable condition
We reserve the right to make deductions from any refund for loss in value resulting from handling beyond what is necessary to establish the nature and function of the goods. Returns that do not meet these conditions may be refused or subject to a restocking charge.
4. Non-Returnable Items
The following items are non-cancellable and non-returnable, unless faulty:
- Bespoke or made-to-order appliances
- Special-order or non-stock items
- Items personalised or configured to your specification
This will be clearly communicated at the time of purchase.
5. Faulty, Damaged or Incorrect Goods
a) Damaged on Arrival
You must inspect goods upon delivery. Any damage, shortage, or incorrect items must be reported to us within 48 hours of delivery. Failure to notify us within this timeframe may affect our ability to resolve the issue.
b) Faulty Goods
If your product develops a fault:
- Please contact us as soon as possible
- We may arrange inspection, repair, or replacement
- Manufacturer warranties may apply
Your rights under the Consumer Rights Act 2015 remain unaffected.
6. Return Process
To return an item, please follow these steps:
Request Authorisation
Contact us to request a return authorisation.
Receive Instructions
We will provide instructions for returning the goods.
Repackage Securely
Securely repackage the item in original packaging.
Return the Goods
Return the goods using an approved method.
We recommend using a tracked and insured delivery service, as you remain responsible for the goods until they are received by us.
7. Return Costs
- If you are cancelling under your consumer rights, you are responsible for return delivery costs unless otherwise agreed.
- If goods are faulty or incorrect, we will cover reasonable return costs.
For large appliances, collection charges may apply and will be confirmed in advance.
8. Refunds
Inspection
We may withhold refunds until goods are received and inspected
Processing Time
Refunds are processed within 14 days of receiving the returned goods or proof of return.
Refund Method
Refunds will be made using the original payment method.
Regarding delivery charges:
- Standard delivery charges will be refunded.
- Any upgraded delivery services (e.g. timed delivery, installation) are non-refundable.
9. Installation and Use
We strongly recommend that all appliances are installed by a qualified professional.
We cannot accept returns for:
- Items that have been installed
- Items damaged due to incorrect installation
- Items used beyond basic inspection
Installation may void your right to cancel under distance selling regulations.
10. Trade Customers
Returns from trade or business customers are accepted only at our discretion.
- Cancellation rights under Consumer Contracts Regulations do not apply
- Restocking charges may apply
- Special-order items are non-returnable
11. Refusal of Returns
We reserve the right to refuse returns where:
- Items are not in resalable condition
- Packaging is damaged or missing
- Items show signs of use or installation
- Return is requested outside permitted timeframes
12. Contact Us
For all return enquiries, please contact our team.
We’re Here to Help
Reach out to our customer support team through any of the channels below.