Return and refunds
Crockwash Ltd – Cancellation, Return & Refund Policy
Suppliers of Foster Commercial Refrigeration & Hobart Cooking & Warewashing Equipment across the UK
General Overview
Whilst it is rare for customers to wish to return equipment, we have clear procedures in place should you need to cancel, return or exchange your order. Please read this policy in full before placing your order.
If you wish to cancel, return or exchange any item, contact us immediately. Do not use the unit in any way – once equipment has been used or installed, we are unable to accept returns.
Order Cancellations
Cancellation fees and eligibility depend entirely on the stage your order has reached:
• Standard stock items: Cancellations may be accepted, but administration fees may apply. If already despatched, abortive delivery and restocking charges will be added.
• Built-to-order / bespoke / custom-specification units: Cancellation will not be possible once production has commenced, and full payment will be required. Refunds will not be permitted.
• Coldrooms & modular refrigeration units: Cannot be cancelled once production has started.
Returns Policy
Eligibility
• Returns must be agreed in advance with Crockwash Ltd – items returned without prior approval will be rejected and returned to you at your own cost.
• Equipment must be unused, uninstalled, in original packaging and in resaleable condition.
• Returns are only accepted within 14 calendar days of delivery date.
• Coldrooms, modular units and bespoke/specification-built refrigeration, cooking or ware washing equipment: Cannot be returned once ordered or produced.
Fees & Charges
All returns are subject to:
• Collection & delivery costs: Payable in full by the customer.
• Restocking fees: Vary by product type; standard units incur standard fees, built-to-order items incur higher charges.
• Payment processing fees: Card transaction fees are non-refundable and will be deducted from any refund amount.
• Damage charges: All returned items undergo full inspection. If damage is found, you will be charged for repair costs. If damage is uneconomical to repair, no refund will be issued and the item can be returned to you at your expense.
Delivery, Inspection & Acceptance
Site & Access Responsibilities
• It is your responsibility to confirm all dimensions and measurements are suitable for access routes and final installation position before ordering.
• Provide full site information and declare any access restrictions in advance. If delivery cannot be completed due to unforeseen site access issues, you will be liable for abortive delivery fees, restocking charges, and costs for specialist equipment or additional labour required.
• If you are unsure about site suitability or access, we recommend arranging a pre-order site survey – please contact us to book.
Upon Delivery
• Inspect all goods thoroughly before signing. We accept no responsibility for non-delivery, shortages or discrepancies unless notified to us within 24 hours of delivery. Failure to notify within this timeframe means you are deemed to have accepted the goods as correct.
• If packaging or equipment is damaged: clearly note this on the delivery paperwork before asking the driver to sign, and contact us immediately. Claims for damage reported after signing as ‘received in good condition’ will not be accepted.
• Signing for goods as ‘unchecked’ or similar is not valid for subsequent claims – your signature confirms acceptance of the delivery in the condition received.
• If damage is severe, you may refuse delivery entirely.
Refund Process
Once your return has been received, inspected and approved:
• Refunds will be processed promptly, minus applicable cancellation/restocking fees, delivery/collection charges, payment transaction fees, and any damage repair costs.
• Refunds are issued to the original payment method used for your order.
Policy Updates
We reserve the right to update this policy at any time; the version published at the point of order applies to your purchase.