Widerrufsrecht

Last updated: 15 September 2026

We want you to be happy with your purchase and have tried to provide all the information you need to choose the right product. In addition to your statutory rights, we offer a 180-day returns period on eligible products.

1) 180-Day Returns

You may return an eligible item within 180 days of receiving your order.

For returns made outside your statutory cancellation period, items must be returned in the same condition in which they were received: unworn, unused, with tags attached and, where applicable, in their original packaging. Proof of purchase may also be required.

To arrange a return, please email sales@subzero.co.uk with "Returns" in the subject line and include your name, order number and details of the item(s) you wish to return.

We will provide instructions on how and where to return your parcel. Please contact us before sending your return.

Unless an item is faulty, damaged, incorrectly supplied, or otherwise stated, you are responsible for the cost of returning it to us.

2) Your Right to Cancel

If you are a UK consumer purchasing online, you normally have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may tell us that you wish to cancel at any time from placing your order until 14 days after the day on which you receive your goods. You do not need to give us a reason.

After notifying us that you wish to cancel, you must return the goods to us within a further 14 days.

Where you cancel your entire order under your statutory cancellation rights, we will refund the price paid for the goods together with the cost of our least expensive standard delivery service available for your order. If you selected a more expensive or enhanced delivery service, such as express delivery, the additional delivery cost will not be refunded.

Unless the goods are faulty, damaged or incorrectly supplied, you are responsible for the cost of returning them to us.

You may inspect and handle goods as you would reasonably be able to do in a shop. We reserve the right to make an appropriate deduction from a refund where the value of returned goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Some products are excluded from the statutory right to cancel; please see Exceptions / Non-Returnable Items below.

3) Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or incorrectly supplied so that we can investigate and put things right.

Email sales@subzero.co.uk or telephone +44 (0)116 240 2634, quoting your order number.

Where goods are faulty, not as described or not fit for purpose, you have rights under the Consumer Rights Act 2015. Nothing in this policy limits those statutory rights.

Where we ask you to return a faulty, damaged or incorrectly supplied item, we will cover the reasonable cost of returning it to us or provide an appropriate returns service.

4) Late Deliveries

Our main delivery providers are Royal Mail and UPS. The vast majority of parcels arrive within the expected timeframe, but occasionally deliveries may be delayed.

If your order has not arrived when expected, please check the tracking information provided in your shipping confirmation email. If this does not resolve the issue, please contact us and we will investigate the delivery.

5) Refused or Uncollected Orders

If an order is returned to us because delivery has been refused, the customer has failed to collect it from a delivery office or collection point, or the carrier has been unable to complete delivery after making the appropriate delivery attempts, we will contact you once the parcel has been returned to us.

If you have not exercised a statutory right to cancel, any refund for an uncollected or refused order will normally be for the cost of the returned goods. The original delivery charge will not normally be refunded.

Where the carrier charges us an additional fee for returning an uncollected or refused parcel, we reserve the right to deduct the reasonable direct cost of the return from any refund where permitted by law.

If you have exercised your statutory right to cancel within the applicable cancellation period, your refund will be handled in accordance with the Your Right to Cancel section above.

If you would like an uncollected or refused order to be sent again, you will be required to pay the applicable delivery charge before it is re-dispatched.

This section does not apply where a parcel is returned because of an error by us or the carrier.

6) Lost Parcels

If your order is confirmed as lost in transit, we will offer either a replacement or a refund. We may need to make a claim with the delivery company, and they may contact you to confirm details relating to the delivery.

7) Exceptions / Non-Returnable Items

Certain products cannot be returned under our voluntary returns policy, including personalised, customised or specially altered products and gift cards.

Statutory cancellation rights may also not apply to certain products, including goods made to your specifications or clearly personalised, and sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed.

Please contact us if you are unsure whether a particular product can be returned.

These exclusions do not affect your statutory rights if an item is faulty, damaged, not as described or incorrectly supplied.

8) Exchanges

The quickest way to exchange an item is to arrange a return of the original product and place a separate order for the replacement.

9) International Returns

Customers returning goods from outside the UK, including the Channel Islands, should clearly mark the parcel and customs declaration as "RETURNED GOODS – UK MERCHANDISE RETURN" where appropriate.

Please ensure that the customs documentation correctly identifies the parcel as returned goods. Any avoidable import duties, taxes or handling charges incurred because a return has been incorrectly declared may, where permitted by law, be deducted from your refund.

10) Return Postage

If you are returning an item because it is faulty, damaged or was supplied incorrectly, please contact us before returning it. We will provide appropriate return instructions and cover the reasonable return cost.

For change-of-mind returns, you are normally responsible for the cost of returning the goods.

We strongly recommend obtaining proof of postage and retaining it until your return has been processed.

11) Refunds

We will notify you when we have received and inspected your return and confirm when your refund has been processed.

For statutory cancellations, refunds will be made within the timescales required by law. Where goods have been sent to you, we may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.

Refunds will normally be made to the original payment method. Your bank, card provider or payment service may take additional time to credit the funds to your account.

12) Product Guarantee

In addition to your statutory rights, products sold on subzero.co.uk are covered by a one-year guarantee against defects in materials or workmanship, unless a longer manufacturer's guarantee is stated on the product page.

Our guarantee does not cover normal wear and tear, accidental damage, misuse, abuse, improper care or unauthorised alterations.

If a product develops a fault covered by our guarantee, please contact us and we will assess the issue and provide an appropriate remedy.

Our product guarantee and voluntary 180-day returns policy are in addition to, and do not affect, your statutory rights under UK consumer law.