Refund Policy - Hydro Chill™

1. Introduction

This Refund Policy explains your rights regarding refunds for Hydro Chill™ bespoke cold plunge systems. Due to the custom-manufactured nature of our products, special provisions apply under UK and EU consumer protection law.

 

Company Details:

 

• Trading Name: Hydro Chill™

• Registered Address: 36 London Road Alderley Edge SK9 7DZ United Kingdom

• Contact Email: info@hydrochill.co.uk

• Phone: 00441625838380

• Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

 

2. Understanding Bespoke Product Rights

2.1 Legal Framework for Bespoke Products

UK Consumer Rights Act 2015: The right to cancel within 14 days does not apply to goods made to the consumer's specifications or clearly personalized goods.

 

EU Consumer Rights Directive (2011/83/EU): The right of withdrawal is excluded for goods made to the consumer's specifications or clearly personalized.

 

What This Means: Each Hydro Chill™ system is manufactured specifically according to your individual requirements, specifications, and customizations. This bespoke nature means standard cancellation rights do not apply once production begins.

2.2 Your Statutory Rights Remain Protected

Despite the bespoke exclusion, you retain full statutory rights for:

 

• Products that are faulty or defective upon delivery

• Products that do not conform to the agreed specifications

• Products damaged during delivery or installation

• Breach of contract by Hydro Chill™

 

3. Refund Eligibility and Timeframes

3.1 Pre-Production Cancellation Rights

14-Day Cooling-Off Period:

 

• Full refund available if order cancelled within 14 days of order confirmation

• No questions asked if production has not commenced

• Refund processed within 14 days of cancellation request

 

48-Hour Grace Period:

 

• Orders may be cancelled within 48 hours with no administrative fee

• After 48 hours but before production: 15% administrative fee applies

• Covers order processing, design work, and material procurement costs

3.2 Post-Production Commencement

Once your bespoke system enters production:

 

• No Standard Cancellation Right: Due to bespoke nature under UK/EU law

• Exceptional Circumstances: Considered on individual basis

• Partial Refund: May be available minus incurred costs and 25% restocking fee

• Material Costs: Non-refundable once materials are cut or customized

3.3 Faulty or Non-Conforming Products

Full Refund Available For:

 

• Manufacturing defects discovered within 30 days of installation

• Products that do not meet agreed specifications

• Delivery damage that cannot be repaired

• Installation defects that cannot be resolved

 

Refund Process:

 

• Technical assessment arranged within 48 hours

• Independent inspection if required

• Full refund including delivery costs if fault confirmed

• Collection and disposal arranged at our expense

 

4. Refund Process and Procedures

4.1 How to Request a Refund

Step 1: Contact Customer Service

 

• Email: info@hydrochill.co.uk

• Phone: 00441625838380

• Include: Order number, reason for refund request, supporting documentation

 

Step 2: Assessment Process

 

• Initial review within 24 hours

• Technical assessment arranged if required

• Independent inspection for disputed cases

• Decision communicated within 5 business days

 

Step 3: Refund Authorization

 

• Refund Authorization Number issued if approved

• Collection arrangements made for product returns

• Refund processing timeline confirmed

• All parties sign refund agreement

4.2 Required Documentation

For All Refund Requests:

 

• Original order confirmation and receipt

• Proof of payment

• Detailed description of issue or reason

• Photographic evidence if applicable

 

For Faulty Product Claims:

 

• Installation completion certificate

• Technical fault description

• Professional assessment report if available

• Maintenance and usage records

4.3 Refund Processing Times

Pre-Production Cancellations:

 

• Refund processed within 14 days of cancellation

• Same payment method as original purchase

• Bank transfer for large amounts if preferred

 

Post-Installation Refunds:

 

• Assessment period: 5-10 business days

• Collection arrangement: 5-15 business days

• Inspection and verification: 3-7 business days

• Refund processing: 14 days after verification

 

5. Refund Amounts and Deductions

5.1 Full Refund Scenarios

100% Refund Available:

 

• Cancellation within 48 hours of order

• Faulty products confirmed by assessment

• Non-conforming products that cannot be rectified

• Delivery damage beyond repair

• Our breach of contract

5.2 Partial Refund Scenarios

85% Refund (15% Administrative Fee):

 

• Cancellation after 48 hours but before production

• Covers design work, order processing, material procurement

 

75% Refund (25% Restocking Fee):

 

• Exceptional cancellation after production commencement

• Customer change of mind in extraordinary circumstances

• Covers materials, labor, and restocking costs

 

50% Refund:

 

• Cancellation after 50% production completion

• Significant customer-requested modifications requiring restart

• Covers substantial materials and labor costs

5.3 Non-Refundable Elements

Always Non-Refundable:

 

• Custom design and engineering fees after 48 hours

• Materials specifically cut or manufactured for your order

• Installation costs if installation was successful

• Delivery costs unless product is faulty

 

6. Product Return and Collection

6.1 Return Requirements

Authorized Returns Only:

 

• Return Authorization Number required

• Professional dismantling and collection arranged

• Product must be in original condition where possible

• All accessories and documentation included

6.2 Collection Process

Professional Collection Service:

 

• Qualified technicians arrange dismantling

• Specialized transport for safe removal

• Customer premises protected during removal

• Collection certificate provided

 

Customer Responsibilities:

 

• Provide safe access to installation location

• Ensure utilities are safely disconnected

• Remove personal items from area

• Be present during collection appointment

6.3 Return Inspection

Quality Assessment:

 

• Professional inspection upon return to facility

• Assessment of condition and completeness

• Verification of claimed faults or issues

• Independent inspection available if disputed

 

7. Special Circumstances and Exceptions

7.1 Force Majeure and Delays

Significant Delays Beyond Our Control:

 

• Natural disasters, pandemics, supply chain disruption

• Government restrictions or regulatory changes

• Extended delivery delays (beyond 12 weeks)

• Customer may request full refund in these circumstances

7.2 Customer Circumstances

Exceptional Personal Circumstances:

 

• Serious illness or financial hardship

• Property sale or relocation requirements

• Family emergencies or bereavement

• Considered on compassionate grounds with documentation

7.3 Installation Issues

Access or Installation Problems:

 

• Customer property access issues discovered after order

• Structural problems preventing installation

• Utility requirements not met despite prior assessment

• Partial refund available minus design and material costs

 

8. Warranty vs Refund Rights

8.1 Warranty Coverage (First 2 Years)

Warranty Repairs Preferred:

 

• Manufacturing defects covered by repair or replacement

• Component failures addressed through warranty service

• On-site repairs attempted before considering refund

• Warranty service maintains full product value

8.2 When Refunds Apply Instead

Refund Considered When:

 

• Multiple warranty repairs unsuccessful

• Fundamental design flaw cannot be corrected

• Product consistently fails to meet specifications

• Customer loses confidence in product reliability

8.3 Warranty to Refund Escalation

Escalation Process:

 

• Three unsuccessful repair attempts

• Independent technical assessment

• Customer satisfaction review

• Refund offered if product cannot be made satisfactory

 

9. Dispute Resolution

9.1 Internal Dispute Process

Step 1: Customer Service Review

 

• Detailed review of refund request

• Technical assessment if required

• Management escalation for complex cases

• Good faith effort to reach resolution

 

Step 2: Independent Assessment

 

• Third-party technical evaluation if disputed

• Independent surveyor or engineer assessment

• Costs shared if assessment is inconclusive

• Binding decision if both parties agree

9.2 Alternative Dispute Resolution

UK Customers:

 

• Access to relevant ADR schemes

• Trading Standards advice and support

• Citizens Advice consumer guidance

• Small Claims Court for unresolved disputes

 

EU Customers:

 

• EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr

• Local consumer protection agencies

• National ADR schemes in your country

• European Consumer Centre network

9.3 Legal Action

Court Proceedings:

 

• UK customers: English courts have jurisdiction

• EU customers: Local courts may have jurisdiction for consumer disputes

• Legal costs may be awarded to successful party

• Mediation encouraged before court action

 

10. Consumer Protection Compliance

10.1 UK Consumer Rights

Consumer Rights Act 2015 Compliance:

 

• Goods must be of satisfactory quality

• Goods must be fit for purpose

• Goods must match description and sample

• Right to repair, replacement, or refund for faulty goods

 

Consumer Contracts Regulations 2013:

 

• Clear information about cancellation rights

• Bespoke product exclusions properly explained

• 14-day cooling-off period where applicable

• Refund processing within required timeframes

10.2 EU Consumer Protection

Consumer Rights Directive (2011/83/EU):

 

• Right of withdrawal properly explained and limited

• Clear information about bespoke product exclusions

• Conformity rights for 2 years minimum

• Burden of proof provisions for first 12 months

 

Unfair Contract Terms Directive:

 

• Fair and balanced refund terms

• No unreasonable exclusions or limitations

• Clear and understandable language

• Consumer rights prominently displayed

 

11. Refund Methods and Currency

11.1 Refund Methods

Same Method as Payment:

 

• Credit card refunds to original card

• Bank transfer refunds to original account

• PayPal refunds to original PayPal account

• Cash refunds only for cash payments

 

Alternative Methods:

 

• Bank transfer for large amounts

• Company check if requested

• Store credit not offered for refunds

• Cryptocurrency refunds not available

11.2 Currency and Exchange Rates

Currency Matching:

 

• Refunds processed in same currency as payment

• Exchange rate fluctuations not customer's responsibility

• Bank charges for international transfers may apply

• Currency conversion fees covered by Hydro Chill™

 

12. Record Keeping and Documentation

12.1 Refund Records

Documentation Maintained:

 

• All refund requests and outcomes

• Technical assessments and reports

• Customer communications and agreements

• Financial records of refund transactions

 

Retention Period:

 

• Refund records kept for 7 years

• Technical reports kept for warranty period

• Customer communications kept for 3 years

• Financial records kept per legal requirements

12.2 Customer Access to Records

Available Upon Request:

 

• Copies of refund assessments

• Technical inspection reports

• Correspondence history

• Refund processing documentation

 

13. Contact Information and Support

13.1 Refund Inquiries

Primary Contact:

 

• Email: info@hydrochill.co.uk

• Phone: 00441625838380

• Response Time: Within 24 hours

• Business Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

 

Escalation Contact:

 

• Email: info@hydrochill.com

• Manager Review: Within 48 hours

• Complex Cases: May require additional time

• Final Decisions: Communicated in writing

13.2 Emergency Contact

Urgent Refund Matters:

 

• Installation emergencies affecting refund rights

• Time-sensitive cancellation requests

• Safety concerns requiring immediate attention

• 24-hour emergency line: [Insert Emergency Number]

 

14. Policy Updates and Changes

14.1 Policy Amendments

Updates May Occur:

 

• Changes in UK or EU consumer law

• Improvements to customer service

• Clarification of existing terms

• Addition of new refund scenarios

 

Notification Process:

 

• Email notification to all customers

• Website notice for 30 days

• Existing orders governed by policy at time of purchase

• New orders subject to updated policy

14.2 Grandfathering Provisions

Existing Orders:

 

• Governed by refund policy in effect at order date

• No retrospective changes to refund rights

• Improvements may be applied voluntarily

• Customer communications updated accordingly

 

 

Important Legal Notice: This Refund Policy is designed to comply with UK Consumer Rights Act 2015, EU Consumer Rights Directive, and related consumer protection legislation. The bespoke nature of our products affects standard cancellation rights, but your statutory rights for faulty or non-conforming goods remain fully protected.

 

Customer Acknowledgment: By placing an order, you acknowledge understanding of these refund terms and the limitations that apply to bespoke manufactured products under UK and EU law.

 

Legal Advice: For complex refund situations or disputes, we recommend seeking independent legal advice. This policy does not limit your statutory rights under applicable consumer protection law.