Refund policy

Last updated: 7 October 2025

Thank you for shopping with The Beverage Cooling Company at www.bevcool.co.uk. We aim to make returns, refunds and exchanges clear and straightforward.

1. Contact Information

If you have questions about returns or refunds, please contact us:

  • Email: advice@bevcool.co.uk
  • Phone: +44 (0) 330 223 2545
  • Chat: Use the chat icon on the lower right hand side of the screen
  • Service / Return Address: Oakley, Basingstoke Road, Spencers Wood, Reading, RG7 1AA, United Kingdom
  • Registered Office: Flat 14, Cherry Tree Court, Havelock Road, Warsash, Southampton, SO31 9AG, United Kingdom

2. Overview

  • Return period: 14 days from delivery date
  • Refund processing: Within 7 business days after we receive and inspect the returned item
  • Return shipping costs: Free if the product is defective or incorrect; otherwise the customer covers return shipping

3. Order Cancellations

You may cancel an order within 2 hours of purchase by contacting customer service. If the order has already been dispatched, please follow the return process below.

4. Return Conditions

Items are eligible for return if:

  • They are returned within 14 days of delivery.
  • They are in original, unused condition with all tags and accessories included.
  • You provide proof of purchase (order number or receipt).

Exceptions: Kegs cannot be returned unless defective or incorrect. Custom or special-order items (e.g., bespoke finishes or factory orders) are non-returnable unless faulty.

5. How to Return an Item

  1. Email advice@bevcool.co.uk with your order number, reason for return, and photos where appropriate.
  2. Wait for return authorisation and instructions from our team.
  3. Pack the item securely in original packaging with all tags and accessories.
  4. Ship the return using a tracked and insured courier (customer pays unless item is defective or incorrect).
  5. We will email you a returns label (if the cost of the return is our responsibility).

6. Refund Process

  • We will inspect returns within 3 business days of receipt.
  • Approved refunds will be processed to the original payment method within 7 business days.
  • You will receive an email confirmation once the refund is issued.

If the refund does not appear in your account within the expected timeframe, please check with your bank and then contact us at advice@bevcool.co.uk.

7. Exchanges

We offer exchanges for defective or incorrect items and for change-of-mind requests (within 14 days). Return shipping is covered by us for defective/incorrect items; customers pay return shipping for change-of-mind exchanges.

8. Exceptions & Special Cases

  • Damaged or defective items: Report within 48 hours for a free replacement or full refund.
  • Incorrect items: We cover return shipping and will send the correct item promptly.
  • Lost packages: Contact us so we can open an investigation with the carrier.
  • Kegs: Not refundable or exchangeable unless faulty or incorrect.

9. Return Address

Approved returns should be sent to:
The Beverage Cooling Company
Oakley, Basingstoke Road, Spencers Wood, Reading, RG7 1AA, United Kingdom

10. Processing Timelines (Summary)

  • Return request window: within 14 days of delivery
  • Inspection: within 3 business days of receipt
  • Refund issuance: within 4–7 business days after inspection

Note: This policy is intended to be consistent with your consumer rights under UK law. Nothing in this policy affects your statutory rights.

If you need any assistance with a return, please contact us at advice@bevcool.co.uk or call +44 (0) 330 223 2545 (Mon–Fri, 09:00–17:00).