Terms and Conditions
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1. Goods being Sold
1.1 All sales are treated as business-to-business transactions. If you are purchasing as a private individual for personal use, please be aware that you will not be protected by the Consumer Distance Selling Regulations (DSRs). As such, we are under no obligation to provide refunds or accept returns, even for items that remain unused.
1.2 We strive to ensure that all product details displayed on this website are as precise as possible. Product images serve illustrative purposes only, and on rare occasions, you may discover that the actual dimensions, colours, or features vary slightly from what was shown at the time of delivery. Although we take great care to ensure product images and descriptions accurately represent the actual items, variations can occur due to factors such as product updates and differences in manufacturing processes. Cool Racks Direct Limited accepts no responsibility for such discrepancies.
1.3 Prior to signing for delivery, you must verify that the product received matches the original description provided. By signing the delivery documentation, you confirm that the product delivered corresponds to the description shown on our website.
2. Pricing and Payment
2.1 All prices shown are exclusive of VAT, which will be applied at the current standard rate.
2.2 Prices displayed are accurate at the time of publication and are subject to alteration without advance warning.
2.3 In the event of a pricing or description error, Cool Racks Direct Limited reserves the right not to fulfil orders at the incorrect price.
2.4 All orders submitted to Cool Racks Direct Limited may be subject to additional credit verification or security screening.
2.5 Price discrepancies may exist between Cool Racks Direct Limited physical locations and the products listed on the website. In such instances, the pricing applicable to the customer's purchasing environment will take precedence.
3. Delivery
3.1 Standard delivery consists of a kerbside drop-off to a ground floor location. Typically, deliveries are scheduled between 8.30 am and 6.30 pm, though the courier may contact you outside these hours. This service does not include unpacking or positioning, which remains the customer's responsibility. Due to liability insurance restrictions, drivers are unable to assist with unpacking.
3.2 All deliveries are made to the KERBSIDE at the nearest accessible point unless "Unpack and Position" or similar additional services have been purchased at extra cost. (This service requires clear and level access; otherwise, delivery will revert to kerbside only).
3.3 Deliveries are handled by a third-party courier service arranged by the manufacturer; however, we remain your primary point of contact throughout.
3.4 Estimated delivery timescales are displayed on product pages but are subject to variation depending on stock levels or if further security verification is required. We make every effort to ensure timely delivery and adherence to the estimated dates shown on the website. However, Cool Racks Direct Limited cannot be held liable for any delays.
3.5 Please DO NOT arrange for fitters or installation professionals until after the goods have been delivered and you have inspected them. We will not accept responsibility for any expenses incurred as a result of booking services prior to delivery.
3.6 Cool Racks Direct Limited is not liable for any financial losses or business disruptions that may arise, whether directly, indirectly, or incidentally, from a delay in order delivery. It is the customer's duty to anticipate and plan for such eventualities.
3.7 The Customer is responsible for confirming that all items will physically fit onto or within the premises. You (the Customer) are advised to measure all entry points to ensure the product can be accommodated. Any costs resulting from a failed delivery due to this issue will be charged to the Customer.
3.8 A redelivery charge will apply if no one is present on-site to accept the goods at the time of delivery.
3.9 Before dispatch from our warehouse, Cool Racks Direct Limited must be notified of any restrictions that could impact delivery, including weight limits, access constraints, or pedestrianised areas.
3.10 All delivery times provided are estimates and are expressed in normal working days. Please note that delivery schedules may be influenced by factors outside our direct control.
3.11 Should Cool Racks Direct Limited be unable to fulfil delivery of all products within an order, Cool Racks Direct Limited reserves the right to complete a partial delivery without prior customer notification. Where Cool Racks Direct Limited cannot deliver the remaining products within a reasonable timeframe, a refund for the outstanding items may be issued without prior notice.
3.12 Every effort is made to dispatch the correct item; however, if you receive an incorrect product, you must notify us within 24 hours of delivery. If you wish to return an item, please note that returns are only accepted within 14 days of delivery, provided the item is unused and in its original packaging.
3.13 Unless stated otherwise, delivery typically takes approximately 5-10 working days.
3.14 Delivery will be carried out by a single-person crew, pavement drop, between 8 am and 6 pm. A booking call will be made on the day of delivery by the driver using the contact number you provided. Delivery will proceed regardless of whether the phone is answered. Please ensure you provide the correct contact number. If no one is available on-site when delivery is attempted, the delivery will be aborted, and additional charges may apply.
3.A Unpack and Position Terms and Conditions
3.A.1 Doors at all entry points should be measured appropriately — this is the customer's responsibility before delivery takes place.
3.A.2 During unpacking and positioning of your appliance, it is the customer's responsibility to ensure there is sufficient clearance within the business premises.
3.A.3 During unpacking and positioning, Cool Racks Direct Limited will not be held responsible for any damage to goods, as it remains the customer's duty to receive appliances and goods in accordance with these Terms and Conditions.
Important Information About Our Unpack & Position Service
If you select the Unpack & Position service when placing your order, please be aware that this fee is non-refundable in the event of cancellation.
It is your responsibility to confirm that the door to your delivery location is at least 15 cm taller and 20 cm wider than the product's height and depth.
If the door is insufficiently large and the product or your property sustains damage during the moving process (whether boxed or unboxed), we cannot accept liability for any resulting damage.
Even if you choose to move the product inside yourself, the Unpack & Position fee remains applicable, as our team will have already been scheduled and your item prepared for delivery.
4. Cancellations
4.1 Orders are processed from an external warehouse facility.
4.2 Cancellation instructions must be submitted in writing.
Any order cancelled within the first hour after payment will incur a 5% cancellation charge. After the first hour following payment, a restocking fee of 30% will be applied.
If you wish to cancel your order on any subsequent day following the date of order placement, a 30% restocking fee and a two-way courier charge will apply. Courier fees will vary depending on the specifics of your order.
4.3 Return delivery charges are as follows:
For each parcel-sized item in your order up to 30kg in weight, you will be charged £10 + VAT.
For each pallet-sized item in your order exceeding 30kg in weight, you will be charged £50 + VAT.
4.4 Refused Deliveries. If you do not cancel your order in writing but refuse the delivery after the order has been dispatched, the same terms outlined in section 4.2 will apply.
5. Damaged Shipments
5.1 Your goods are protected under our goods-in-transit insurance policy.
5.2 Products delivered on pallets.
Products delivered on pallets will be delivered via a company that is a member of the TPN or Fortec pallet network. The delivery driver is instructed to allow 10 minutes for you to thoroughly inspect the goods for transport damage by removing the packaging material from the ordered product. You should examine the product itself and report damages only if the product itself is damaged. Reporting damage to packaging material alone is not acceptable.
Please carefully inspect the goods before signing for delivery. If you discover any damage, please refuse the delivery, and we will arrange an exchange of the damaged product. If you accept and sign for the delivery, this signifies that you are accepting the order in satisfactory condition, and the insurance policy will not cover transport damages you subsequently wish to claim. Signing without inspection is not acceptable.
In the event that the driver does not allow time for you to inspect the goods, please refuse the delivery, and we will reschedule. Once signed as damaged, you must report any damage to Cool Racks Direct Limited via email within 24 hours to lodge a claim.
Should you not mark the goods as damaged at delivery and later discover damage upon inspection, you must report this to us via email within 24 hours of receipt.
We offer to replace the damaged item or issue a refund on the condition that the item is returned to our warehouse at the customer's own expense and transport risk. There is also an additional fee of £120 + VAT that the customer is required to pay for administrative and delivery charges.
5.3 Products delivered by parcel service companies as parcels.
Products delivered as parcels will be delivered via a parcel service company, which may include DHL, Tuffnells, or DPD. The delivery driver will not wait for you to inspect the goods for transport damage.
In the event that you discover the product has been damaged in transit, you must notify Cool Racks Direct Limited via email within 24 hours to make a claim. We will then be able to arrange collection of the product and provide an exchange. If we do not receive an email within 24 hours, your claim for transport damage will be declined.
5.4 Photographic evidence of the damage must be supplied via email.
5.5 Please retain all packaging from the product. This will be necessary to safely return the item. Products returned without original packaging will not be accepted.
ALL damaged shipments must be sent to:
Cool Racks Direct Limited
United Kingdom
6. Returns
6.1 Goods sold may be returned at the customer's own expense and transport risk for a refund, provided the product(s) remain unused and in their original packaging. The restocking charge for returned items is 30% of the full invoiced value. A return form must be requested from our customer support team. This form must be completed and returned to us via email. The same form must also be attached to the product being returned for identification purposes.
ALL returns must be sent to:
Cool Racks Direct Limited
United Kingdom
We will not accept any returns at our warehouse location.
No goods will be accepted for return after 14 days.
Please note that once an order has been placed and dispatched to our warehouse, the 30% restocking fee will apply.
Refunds will only be processed once the returned goods have been inspected and after any applicable restocking charges have been deducted. We will also deduct costs for repairing any damage or replacing any missing components that were included with the original order. Refunds will be issued within 7-14 days following approval by the customer service department.
7. Refund Policy
A refund request must be approved by our customer service department. The evaluation will be conducted in accordance with the terms and conditions outlined here, and once the refund is approved, payment will be processed within 7-14 days.
8. Disputes
Please be aware that if you provide false information to your payment provider or bank concerning the cancellation process followed, we reserve the right to initiate legal proceedings without further warning, at which point we will seek to recover our costs, damages, and interest on any outstanding sums.
9. Installation and Usage of the Goods
The Customer must ensure that all power supplies, water, and gas connections are suitable for the goods supplied. All gas-powered goods must be fitted by a GAS SAFE registered installer, and all electrical goods by a qualified electrician. Cool Racks Direct Limited accepts no liability for damage to goods or any other liability or loss resulting from incorrect fitting or installation. Cool Racks Direct Limited reserves the right to request installation and service engineer reports for warranty claims.
10. Warranties and Liability
If an item is not functioning upon delivery or within 14 days from the invoice date, we will replace the item or refund the purchase price. It is the customer's responsibility to report such failure in writing with supporting evidence, such as the initial installation report from a qualified engineer, photographs, or video evidence if required, within this timeframe. Warranty claims will be rejected for commercial products not installed by a qualified engineer. After 14 days from the invoice date, standard warranty terms will apply.
The warranty provided is a 12-month parts-only warranty, and no labour or engineer costs are covered.
A parts-only warranty allows you to use your own sourced fully qualified engineer (at your own expense) to diagnose the issue. This must be followed by a full engineer's report submitted to us, which we will then forward to the product manufacturer. Any warranty claims requested without a qualified engineer's report will be rejected. Once approved by the manufacturer, the required parts will be dispatched to your specified location. The manufacturer requires that defective parts be returned for repair or assessment. Failure to return defective parts is unacceptable and will result in a full invoice for the replacement parts.
At our discretion, if we opt to provide Back to Base warranty coverage, the buyer is responsible for the cost of returning the product to our warehouse and shipping it back to the buyer after repairs.
Cool Racks Direct Limited is not liable for any lost profits or business interruption that may arise, whether directly, indirectly, or incidentally, from a faulty or defective unit. It is the customer's responsibility to anticipate and prepare for such circumstances.
By agreeing to purchase, the Customer agrees to our Warranty Terms & Conditions, which can be accessed at any time but may be subject to change.
Important information for disputes: Please be aware that if you provide false information to your payment provider or bank regarding the warranty procedure followed, we reserve the right to initiate legal proceedings without further notice, at which point we will seek to recover our costs and interest on any outstanding amounts.
11. Termination
Cool Racks Direct Limited reserves the right to cancel or suspend any order where payment has not been received, where payment has failed subject to credit checks, or otherwise.
12. WEEE Directive
As a distributor of commercial catering and refrigeration equipment, we are dedicated to environmental protection and compliance with the WEEE directive. The most practical approach to implementing this system is to offer our customers a collection and disposal service at the end of the equipment's lifecycle. Due to the nature of this system, additional charges will apply if you (the Customer) choose to utilise this service.
13. Terms and Conditions of Website Usage
By accessing and using this website, you agree to abide by these terms and conditions.
14. Age Requirements
To place an order for a product, there is a minimum age requirement of 16 years. By ordering, you confirm that you meet this age requirement.
15. Disclaimer
Whilst Cool Racks Direct Limited has exercised all reasonable care in the preparation of the content on this website, some information has been provided by third parties and is reproduced in good faith. Cool Racks Direct Limited disclaims liability for the accuracy of information supplied by third parties or for any apparent errors and omissions.
16. The Company
This website is wholly owned by Cool Racks Direct Limited.
Registered Office
Cool Racks Direct Limited
United Kingdom
Company reg. no: 0258888
