Glossary of Terms

 

Administration Fee – a fee to cover the costs of handling returned goods (unpacking, checking, and returning to stock).

 

Non-Delivery – goods which have been dispatched and invoiced, but not received by the customer.

 

Working Day – means a day other than a Saturday, Sunday or bank or public holiday when banks generally are open for non-automated business in England.

 

Returns

All returns must be arranged by contacting Doublecool by email at returns@doublecooluk.com to obtain a Returns Merchandise Authorisation (RMA). Once an RMA has been created, the item(s) will need to be returned within 30 days from the date the RMA has been issued.

 

Any item(s) returned without an RMA will cause processing delays and will incur an administration fee of £30 plus VAT. Please note, all fees are subject to change.

 

Delivery Damage

In the event of delivery damage, a returns request will need to be submitted via email within 48 hours from receipt of delivery. The request must include photographs of the damaged item and its external packaging.

 

Delivery Shortage

In the event of delivery shortage, a returns request will need to be submitted via email within 48 hours from receipt of delivery.

 

Non-Delivery of Invoiced Goods

In the event of non-delivery of goods, no claim will be considered unless DoubleCool are notified in writing within five working days of the expected delivery date as set out on DoubleCool’s invoice. 

 

Incorrect Goods Received

All deliveries must be opened and inspected upon delivery. In the event DoubleCool have supplied items not consistent with the delivery note, a claim will need to be submitted within 28 working days from receipt of delivery.

 

Defective Items

If you believe you’ve received a defective product, please submit a returns request and we’ll respond quickly with assistance.

In the event the manufacturer does deliver defective or non-conforming goods, DoubleCool shall use reasonable endeavours to ensure that the manufacturer rectifies this in accordance with the terms of the manufacturer’s warranty.

 

Return Shipping

To ensure a successful return, all items need to be returned in perfect resalable condition, with all original packaging and product documentation.

DoubleCool will be responsible for paying all return shipping costs and original shipping charges will be fully refunded if the return is a result of an error by DoubleCool.

For any other reason, we will review the return request and notify you if the item is eligible for return. We reserve the right to apply an administration fee of £30 plus VAT, which will be deducted from any refund due to you. 

Please note: DoubleCool will not accept responsibility for loss or damage of returning goods during transit.

 

Refunds

Once the returned item is received by DoubleCool, we will inspect the goods and notify you of the outcome. If your return is approved, we will initiate a refund to your account (or original method of payment). You will receive the credit within 5 working days of receipt.

 

Contact us

If you have any questions on how to return your item to us, please don’t hesitate to contact us by emailing returns@doublecooluk.com.