Shipping & Delivery

IceCool-Direct offers a full range of products from a number of suppliers. As a result, the delivery timeframes for each brand or product may differ.  However, it is reasonable to accept that in most cases delivery to a UK address would normally take place within 2-3 working days of an order being placed.  More details about the expected delivery times are posted against each product.  For products where more than one delivery method is available, the corresponding cost and option selected are shown on the product page and cart during checkout. 

From time to time, IceCool-Direct will accept orders from outside the UK.  On these occasions no guarantee is made for delivery times except when stated otherwise.  In most cases IceCool-Direct will either have the products delivered to the customer’s shipping agent or have the products collected from the supplier’s warehouse.  Please contact us for more information if you wish delivery to be made outside the UK.

In all cases, IceCool-Direct (via third party Suppliers) employs the services of freight carriers to delivery the products sold.  As a result, IceCool-Direct is bound by the terms & conditions of each Supplier and its nominated carrier.

However, the following general policies will apply in all cases:

0. Delivery time-frames are subject to change without notice as result of circumstances beyond the control of IceCool-Direct however, whenever possible IceCool-Direct will advise the customer of any change when known.
0. IceCool-Direct recommends that all packages are checked on delivery and before the delivery documentation is signed.
0. Once signed ‘delivered in good condition’ it is more difficult for IceCool-Direct to rectify any issues.
0. Any packages showing signs of damage or having been checked, are damaged MUST not be signed for or accepted.
0. Packages that may not show any obvious outward signs of damage may have been dropped or mis-handled causing internal damage to the equipment.
0. Check pallets, cardboard outers, internal packing and equipment panels for shock folds, dents or warps. 
0. The details of the damage MUST be reported either to IceCool-Direct or our Supplier immediately.
0. IceCool-Direct will act on the information provided in order to rectify the issue in an appropriate and timely manner. 

Cancellation & Returns

Faulty Goods

IceCool-Direct expects that all its customers will be delighted with the quality of both the goods and service received during all of its transactions.  However, we recognise that occasionally things may not go exactly as planned for a variety of reasons.

Wherever goods have been supplied and found to be faulty we shall undertake all processes necessary to rectify the issue with the respective manufacturer or distributor (the Supplier). 

Each Supplier has its own policy and warranty relating to faulty goods but one or more of the following should apply:

0. A faulty item may be replaced by the Supplier, who will arrange for collection of the original equipment.
0. The Supplier will appoint a representative (employed or sub-contracted) to establish the cause of the fault and if possible rectify the fault either at the first or over a number of visits however, it should be done without undue delay.
0. Faulty items may be collected by or returned to the Supplier for inspection at their premises (or an appointed agent).  If the item is found to be faulty the Supplier may repair or replace the item as per the terms of their policy. 
0. Faults caused as a result of unreported damage in transit, failure to follow manufacturer’s instructions, incorrect installation, neglect or abuse by either the Customer, employees or agents may result in any warranty purchased becoming void.  

Cancellations

Orders placed by non-business Customers with IceCool-Direct via the internet, phone, fax or mail are covered by the UK Consumer Protection (Distance Selling) Regulations and as such they have the right to cancel within 7 days of the order being received.  IceCool-Direct must be informed of all cancellations in writing (letter, fax or email) as soon as possible within the ‘cooling off period’.

Non-business Customers may receive a refund, credit note or exchange within 30 days of the cancellation being received subject to the following conditions:

0. The item is not a special order unit which the Supplier has either built or obtained especially to that Customer’s order or specification.
0. If the item has been despatched, either en-route or delivered, the Supplier may impose the cost of both outward and return carriage to the Customer.
0. In cases where commercial goods have been ordered in error Suppliers often impose a re-stocking and/or re-handling fee (generally in the region of 15-25% of the order value) and this charge will be advised to the customer before any returns are made.
0. The Supplier will only accept returned goods in a re-saleable condition.  It is important to keep all packaging, accessories and documentation intact should a return be required.
0. The Customer will be entitled to a refund less any costs outlined above, or reasonably incurred otherwise, as a result of a cancellation.
0. The Regulations do not apply to business-to-business contracts.