Refund policy
Returns & Refunds Policy
At MES Cooling Solutions, we aim to supply high-quality products accurately and in accordance with your order. Please check your goods carefully upon delivery.
Standard Stock Products
Standard stock products may be returned where applicable, provided that:
- The product is unused and has not been installed, fitted, cut, drilled, modified or damaged.
- The product is in its original condition and suitable for resale.
- A return request is made within the applicable return period.
- The return has been agreed with MES Cooling Solutions before the goods are sent back.
For change-of-mind returns, the customer is responsible for arranging and paying the return transport/carriage costs.
Goods should be packaged and transported appropriately. The customer is responsible for ensuring that returned goods are adequately protected during return transportation.
Made-to-Order, Cut-to-Size & Bespoke Products
Products manufactured, cut, modified or ordered specifically according to the customer's requirements are generally non-returnable and non-refundable, except where the goods are faulty or do not conform to the agreed specification.
This includes, but is not limited to:
- Made-to-measure cold room doors
- Cut-to-size insulated panels
- Panels manufactured or modified to customer specifications
- Bespoke refrigeration or cold room components
- Special-order products sourced specifically for a customer's project
Once production, cutting or modification of a bespoke product has commenced, cancellation may not be possible.
Damaged or Incorrect Goods
Customers should inspect goods as soon as reasonably possible after delivery.
If goods arrive visibly damaged, we recommend noting the damage on the carrier's delivery documentation where possible and taking photographs of the goods and packaging.
If you believe an item has arrived damaged, is faulty, or is different from what was ordered, please contact us as soon as possible at info@mescooling.uk, providing your order number and photographs where appropriate.
Where goods are confirmed to have been supplied incorrectly, are faulty, or were damaged before or during delivery, MES Cooling Solutions will arrange an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include replacement, repair, collection or refund.
Used, Installed or Damaged Products
We may be unable to accept a return where a product has been installed, used, cut, drilled, modified, scratched or otherwise damaged after delivery, unless the return relates to a fault or other rights available under applicable law.
Please therefore check dimensions, specifications and condition before installation or modification.
Return Transport
For approved change-of-mind returns, return transport costs are the responsibility of the customer.
Where we confirm that goods were supplied incorrectly, are faulty, or arrived damaged due to circumstances for which MES Cooling Solutions is responsible, we will arrange or reimburse reasonable return transportation as appropriate.
Please do not return goods without contacting us first, as certain products may need to be returned to a specific warehouse or supplier location.
Refunds
Once returned goods have been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will normally be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Business Customers
Additional or different return conditions may apply to business-to-business (B2B) purchases, project orders, bulk orders, trade purchases and specially sourced products.
Any specific terms agreed in a quotation, order confirmation, invoice or contract may also apply.
Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.
Contact Us
For returns, damaged goods or order-related questions, please contact:
MES Cooling Solutions
Email: info@mescooling.uk