Delivery and Returns
At Koolmax Group Ltd, we aim to make delivery and returns as straightforward, transparent, and reliable as possible. This page outlines our delivery services, estimated timeframes, return eligibility, and how to initiate a returns process.
If you have questions after reading this page, please contact us:
info@koolmaxgroup.com
01204 324433
UK Delivery Options
Standard Main UK Delivery
We offer standard delivery for commercial refrigeration, catering equipment, and accessories throughout mainland UK. Delivery costs and transit times are confirmed at checkout or on your quotation.
Estimated delivery times vary by product type and stock availability. Where possible, we aim to dispatch orders quickly, but larger or made-to-order equipment may require extended processing time.
Once dispatched, you’ll be provided with tracking information and an estimated delivery window.
Delivery Timeframes
- Delivery timings depend on:
- • Product availability
- • Order size and weight
- • Delivery postcode
- • Access requirements (e.g., restricted sites, narrow streets)
We will communicate delivery timings as clearly as possible at the point of order.
Typical delivery windows vary from same-day dispatching on stocked accessory items to 7–14 working days for larger refrigeration units, depending on availability.
Delivery Requirements
- For commercial deliveries, please ensure:
- • A responsible person is available to accept the goods.
- • A suitable unloading area is prepared.
- • Any access restrictions (stairs, narrow doorways, unloading equipment needs) are communicated in advance.
If special delivery arrangements are required (such as timed slots, site inductions, or restricted access sites), please advise us at the time of ordering so we can arrange accordingly.
Delivery Damage or Shortages
- If your delivery arrives with damage or parts are missing:
- • Do not sign the delivery paperwork as “unchecked” or “unchecked goods.”
- • Note visible damage on the delivery receipt.
- • Take photos of the damage or missing items.
- • Contact us immediately with images and your order reference.
We will review the information and arrange a replacement, collection, or claims support where needed.
Returns Policy
We accept returns in line with our terms and applicable consumer and commercial rights, provided the following conditions are met:
Eligible Returns
- Products may be returned if:
- • They are unused and in original, resalable condition
- • All original packaging, manuals, and accessories are included;
- • Returns are requested within the specified return period (detailed below).
Certain products, including bespoke equipment, made-to-order items, and installed units, may not be eligible for return — please check with us before purchase.
Return Timeframes
- To be eligible for a standard return, you must contact Koolmax Group Ltd within:
- 14 days of receipt for accessories and stocked items
- 7 days for larger commercial refrigeration units and major equipment
Our team will confirm eligibility and provide return instructions once a request is received.
Return Costs
Unless the product is faulty or incorrectly supplied, return shipping costs are typically the responsibility of the customer.
Return costs may vary based on size, weight, and arrangement method. Koolmax Group Ltd can offer guidance on typical return options and associated costs.
Refunds
Once a return has been received and inspected, refunds will be processed using the original payment method, usually within 5–10 business days of receipt.
Refund timelines may vary depending on payment provider processing times.
Faulty or Incorrect Goods
- Products may be returned if:
- ✔ Contact us immediately
- ✔ Provide your order reference
- ✔ Send clear photographs and a description of the issue
We will assess the issue and, where appropriate, arrange a replacement or refund at no additional cost to you.
Contact Us
If you need help with delivery queries, returns, refunds, or claims: