Returns Made Simple
We want you to be happy with your purchase. If something isn't right, most items purchased from Sub Zero can be returned within 180 days of purchase, provided they are unused, with their original tags attached and in their original packaging.
Before sending anything back to us, please email sales@subzero.co.uk with your order number and details of the item you would like to return. This helps us identify and process your return as quickly as possible.
Please do not send items back without contacting us first, as returns received without prior notification may not be accepted.
How to Return an Item
1. Contact us first
Email sales@subzero.co.uk with the subject “Returns” and include your order number, the item you wish to return and the reason for the return.
2. Wait for our reply
Our team will confirm the return and provide any information you need before sending the item back.
3. Pack your return carefully
Unless the item is faulty, returned products should be unused, with their original tags attached and in their original packaging.
4. Send your return to us
We recommend using a suitable postal service and obtaining proof of postage. Unless the product is incorrect or faulty, the cost of returning the item is your responsibility.
5. We'll process your return
Once your return has been received and checked, we'll process it in accordance with our Returns Policy.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us before returning it.
Email sales@subzero.co.uk with your order number and details of the problem. Photographs may be helpful where an item is damaged or faulty.
Where we have supplied an incorrect or faulty item, we will provide appropriate return instructions and you will not be expected to pay the reasonable cost of returning the item to us.
Your statutory rights are not affected.
Changing Your Mind
In addition to our 180-day returns period, customers purchasing online have statutory cancellation rights.
If you change your mind and cancel your order within the applicable cancellation period, please contact us as soon as possible. Where the entire order is returned within 14 days of notifying us of your cancellation, we will refund the standard outward delivery charge where required by law.
Unless the goods are faulty or incorrect, you are responsible for the cost of returning them to us.
Items should be handled only as much as necessary to establish their nature, characteristics and functioning. A deduction may be made from a refund where goods have been handled beyond what would reasonably be permitted when examining them in a shop.
For full details of your cancellation and return rights, please see our Returns Policy.
Refunds
Once your return has been received, we will inspect the item and process the return as quickly as possible.
Where a refund is due, it will normally be made to the original payment method used for the order. Please allow additional time for your bank, card provider or payment service to credit the funds back to your account after we have processed the refund.
Original delivery charges are not normally refunded for standard returns under our 180-day returns period. Different rules may apply where you exercise your statutory right to cancel the whole order, or where an item is faulty or incorrect.
If a returned item does not meet our returns conditions, we will contact you before taking any further action.
Need Help With a Return?
If you're unsure whether an item can be returned, have a problem with an order or need help arranging a return, please contact our team.
For the complete terms covering returns, refunds and cancellations, please see our Returns Policy.