Refund policy

Returns Process
We have tried to give you all the information you require to make the right decision when choosing a product. However we do realise that mistakes can be made and sometimes products do not meet expectations. If you would like to return the item(s) then you have 180 days after receiving them to do so. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, please contact us at sales@subzero.co.uk. In the subject line please write 'Returns' and include your order number, name and the reason for the return. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Right To Cancel
If you return an entire order within 14 working days of receiving it for a full refund, then the original outward postage will be refunded according to EU Consumer Contracts Regulations. You will be responsible for the cost of returning the goods unless they are incorrect and or faulty.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damage, so that we can evaluate the issue and make it right.

Packing Mistakes
We try very hard to get every order shipped correctly. However, we are only human and mistakes occasionally happen. If you receive an order that is not correct then please get in contact with us and we will rectify it quickly. Email us on sales@subzero.co.uk or call us on +44 (0)116 2402634. Please quote your order number to help us locate your details.   

Late Deliveries
Our main delivery providers are Royal Mail and UPS. We use these companies as their service is usually very reliable, with the vast majority of parcels arriving within the expected timeframe. Sometimes parcels can take longer to be delivered. If you have an order that does not arrive when expected, please check the tracking information first. You can find the codes (if your delivery service has any) in our order shipping email. If this proves unfruitful, please get in contact with us. 

Lost Parcels
If an order has been lost in transit then we will either process a full refund to your account or send out a replacement, the choice is entirely yours. We will make a claim for the loss from the shipper, so they may get in contact with you to confirm details.

Exceptions / non-returnable items
Certain types of items cannot be returned, like customised products (such as special orders, alterations, or personalized items), and gift cards. Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Non-EU Returns Including Channel Islands
If you are outside of the EU and are returning an item for any reason, please mark prominently on the outside of the parcel 'Returns Department'. Failure to do so might incur import duty which we would charge back to yourselves.

Postage Costs
If you are returning a faulty item or an item that has been sent out by mistake, we will send out a postage paid address for you to return it back to us. For all other returns, we will not pay for the return postage. If you are exchanging an item, we will pay for the outgoing postage costs. 

When you send an order back to us please ensure you have proof of postage.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Guarantee
All the products we sell on subzero.co.uk are guaranteed for a year against defects in materials or workmanship. This does not include normal wear and tear, alterations abuse and misuse. If a product has a longer guarantee from the manufacturer then we will add the details to the product listing and adhere to that time frame. If in this time your product develops a fault, we will be happy to replace the item or provide a full refund, together with any return postal charges you may have incurred.

Our returns policy does not affect your statutory rights.