At ChillCooler.ie, we strive to provide a seamless and transparent returns process. We kindly request that you carefully review the product’s dimensions, specifications, and features before making your purchase to reduce the likelihood of returns. Our team is always available to assist with any questions before you buy.
If you are not fully satisfied with your purchase, please contact us within 14 days of delivery to discuss a return or exchange solution.
1. General Return Policy
To be eligible for a return, the product must meet the following conditions:
- Unused and not installed or switched on
- In its original condition, including all accessories and materials
- Packaged in its original, undamaged packaging
A photo of the item and its packaging may be requested as part of the return process. All returns must be inspected upon arrival at our warehouse before a refund can be processed.
Important: Returns are not accepted for bespoke, custom, or special-order items unless the item arrives damaged or defective.
2. Returning Used or Installed Items
Unfortunately, we cannot accept returns for items that have been used, installed, or switched on, as these items can no longer be resold as new. This includes situations where the unit has been installed in a niche, loaded with contents, or powered on.
However, if you find yourself in this situation, please contact us to discuss potential solutions. Please note:
- Up to 50% of the product’s value may be deducted from your refund based on the condition of the item.
- You will be responsible for return shipping costs.
3. Order Cancellations and Normal Returns
If you wish to cancel your order or return an item within 14 days of receiving it, we will accept the return under the following conditions:
- A restocking fee of 25% of the product’s value will be applied to cover supplier costs, inspection, repackaging, and handling.
- Return Shipping Costs: You are responsible for arranging and covering the cost of return shipping. Alternatively, we can arrange return shipping for you, and the shipping cost will be deducted from your refund.
For larger or more fragile items, we recommend using a two-man delivery service to ensure the item’s safe return. The return shipping costs typically range from €75 to €250, depending on the size of the item and your location.
4. Damaged or Defective Products
We take great care in ensuring your products arrive in perfect condition. However, if your product arrives damaged, please do the following:
- At Delivery: Note any visible damage on the delivery slip or refuse the delivery if the item is significantly damaged.
- Reporting: Contact us within 48 hours of delivery to report any damages. Prompt reporting ensures we can process claims with the courier quickly and efficiently. If damage is reported after the 48-hour window, we will still try to find a solution, but we cannot guarantee compensation.
If the product arrives incomplete or with missing parts, we will arrange to send any required parts and dispatch a technician if needed.
5. Faulty Products
If your product develops a fault within 30 days of delivery, you are entitled to a full refund, replacement, or repair. In some cases, repairing the product may be the quickest solution.
After the initial 30-day period, the manufacturer will decide whether to repair or replace the product, in line with the Consumer Rights Act and Sale of Goods Act. We will assist you through the manufacturer’s warranty process and ensure you are supported during this time.
6. Customized, Bespoke, and Special Order Items
Customized, bespoke, and special-order items (e.g., wine walls) are non-returnable since they are made specifically for your needs. However, if the item arrives damaged, incomplete, or incorrect due to an error by ChillCooler.ie or the manufacturer, we will take responsibility and arrange repairs, replacements, or refunds as needed.
Once production has started on a bespoke item, the order cannot be canceled.
7. Restocking Fees and Shipping for Returns
For non-defective returns, a restocking fee of 25% will be applied. This fee covers the costs associated with inspection, repackaging, handling, and restocking the product. The restocking fee does not apply to items that are returned due to damage or defects.
Customers are responsible for return shipping costs. You may arrange the return shipping yourself, or we can assist with the process and deduct the shipping cost from your refund. For large or fragile items, we recommend a two-man delivery service to minimize the risk of damage during transit.
8. Exchanges
If you would like to exchange a purchased item for another model, the item must be unused, uninstalled, and returned in its original packaging with all included accessories and materials. Exchanges will be processed under the following terms:
- Restocking Fee for Exchanges: A 25% restocking fee will be applied to the original item’s value to cover inspection, repackaging, and handling costs.
- Return Shipping Costs: The customer is responsible for return shipping costs. We can assist in arranging the return, and the shipping cost will be deducted from the value of your new purchase.
- Conditions: The original item must meet the same criteria as a normal return, including being unused and in original condition.
If you are interested in an exchange, please contact us to discuss available options and receive a return authorization.
9. How to Initiate a Return
To initiate a return, please contact us by phone or email within 14 days of receiving your product. Our team will guide you through the process and provide the necessary return authorization and instructions.
Contact Us:
- Telephone: 1800 938 794
- Email: info@chillcooler.ie
We are committed to ensuring your experience with ChillCooler.ie is as smooth as possible. Please feel free to contact us with any questions or concerns.