Returns and exchange policy

Guarantee
All the products we sell on Sub Zero Store 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.

Exchanges
Our goal is your complete satisfaction. We very much hope you will be as pleased with our products as we are. If you are not completely satisfied with your purchase and would like to exchange it for something different or a different size/colour then please complete the returns form (see below) and send it back to us along with the item. We will not refund your returns postage costs but we will send out the replacement free of charge.

Refunds
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 no longer want the item then you have 180 days to return it to us in its original condition (including packaging) using the returns form (see below). On receipt we will refund your account. We will not refund any postage costs incurred so to make it as economical as possible, send the parcel by second class post and get a proof of posting.

If you return the entire order to us for a full refund within 14 working days of receiving the order 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

Faulty Items
If the item you received is faulty or develops a fault (other than general wear and tear) within a year then send it back to us using the returns form (see below). We will be happy to replace the item or provide a full refund, together with any return postal charges you may have incurred.

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.

Packing Mistakes
We try very hard to get every order shipped correct. However, we are only human and mistakes occassionally 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@subzerostore.co.uk or telephone +44 (0)116 2402634.

Parcels Lost In Transit
Our standard UK parcel carrier is Royal Mail. We send all parcels under 2kg by Second Class post unless an alternative service is specified on the order. This service is usually very reliable, with the vast majority of parcels arriving within 3-4 working days of posting.However, the postal service is not perfect and some parcels can take longer to be delivered. Royal Mails terms and conditions state that a Second Class parcel can take up to 15 working days to be delivered. If your parcel has not arrived after 15 days then it is officially classed by Royal Mail as being lost. When a Royal Mail parcel is lost we will either process a full refund to your account or send out a replacement, the choice is yours. We will make a claim for the loss from Royal Mail so they may be in contact to confirm details of the loss.

Our returns policy does not affect your statutory rights.

Sub Zero Store Returns Form

Last updated 10/08/2015