Terms & Conditions

All orders are subject to Craven Cooling Sales Ltd, trading as Craven Cooling, terms and conditions of sale. These terms and conditions must be interpreted within the context of Craven Cooling Sales Ltd.

Our contracts of sale shall be governed by and construed in accordance with English law. Any actions or proceedings arising out of this contract shall be subject solely to the jurisdiction of the courts of England and Wales.

Craven Cooling Sales Ltd takes no responsibility for orders made online in error. The customer must check they have ordered the correct unit for its intended purpose. Whilst we will endeavour to help with incorrect orders as much as possible, orders may only be returned if the manufacturer agrees to do so, and the customer will incur restocking and carriage fees if the item has left our warehouse (see “Returns” below).

Pro-Forma Invoices & BACS Payments

It is the responsibility of the customer to ensure that all pro-forma invoices contain the correct information. The customer must check the product, address, and so on, and inform us within 24 hours if an error has been made. Failure to check your pro-forma may incur restocking and carriage fees, and may cause items or services to be omitted. Craven Cooling Sales Ltd will not be held liable for failure to check your pro-forma.

Purchase Orders & Cash on Delivery

Orders can be fulfilled once they have been paid for in advance, either through our online payment system or via bank transfer. We do not offer cash on delivery or partial payments. Purchase orders are not accepted. We will provide pro-forma invoices, but it is the responsibility of the customer to ensure the details of the pro-forma are correct, including item and price (see our terms above).

Pricing & Payment Terms

All prices will be charged at the advertised price current as at the order date. All discounts and refunds will be charged at the ruling rate. Craven Cooling Sales Ltd accepts as payment debit cards and credit cards. Craven Cooling Sales Ltd reserves the right to amend pricing, and all pricing shall be confirmed at the time of order. Any amendments to pricing will be confirmed with you prior to dispatch. Errors and omissions excepted (E&OE).

Warranty

Parts warranty, where applicable, is provided for UK mainland, N. Ireland, Republic of Ireland and Offshore Islands. Labour warranty, where applicable, can only be offered for UK mainland, N. Ireland and Republic of Ireland. Any product exported outside the UK is EX WORKS and excludes any warranty (except Republic of Ireland).

Craven Cooling Sales Ltd does not cover the cost of returning faulty or damaged parts or units from outside mainland UK, nor the cost of shipping new parts or units outside mainland UK.

Parts & Labour Warranty

Warranty cover varies by manufacturer and product. Depending on the item, cover ranges from 12 months parts only up to 3 years parts and labour. Each product page shows the warranty options available for that item, and you choose your warranty at the point of purchase. The option you select at checkout is the warranty that applies to your order. For example, our main supplier, Tefcold, provides 2 years parts and 1 year labour as standard. In general terms, all electromechanical parts are covered against defects and will be replaced like for like. Each warranty is specific to the product purchased, and customers must use the warranty arrangements provided.

Labour warranty exceptions. No fault found; general misuse, abuse, site issues and cabinet location; general cleaning and maintenance; damage caused by movement within premises or relocation; blocked drains; defective power source or use of extension sockets; incorrect power source; repair by an unauthorised party; general refurbishment. Regular maintenance in accordance with the manufacturer’s specification must be adhered to.

Engineers’ Visits

To arrange for an engineer to attend and diagnose a reported fault, a refundable deposit of £250 plus VAT is required. The deposit is paid through our secure payment system. We will never ask you to provide your card details by phone or email.

Once the deposit has been received, an engineer will attend the site to determine the cause of the fault, and a written report will be produced following the visit. Where the fault is found to be the result of an electro-mechanical manufacturing defect covered by warranty, the appropriate replacement parts will be ordered and delivered to site, and the engineer will return to fit them. In this case, the full deposit is refunded.

Where the engineer determines that the fault was caused by user error, misuse, or any other issue that falls outside the warranty, the visit is treated as a non-warranty callout. Non-warranty callouts are not covered by warranty and are chargeable. In these cases the deposit will be retained in full, or partially refunded, depending on the costs involved, and any further charges will be agreed with you in advance.

If an engineer discovers that a unit is not working properly because the customer has not followed the manufacturer’s recommendations or settings, the customer will be liable for all costs relating to the engineer’s visit. This applies to all warranties, including those covered by parts and labour.

The manufacturer requires photographs of any damage or ill-fitting parts before an engineer is dispatched. If you cannot provide photographs, an engineer will not be dispatched. Photographs from any standard mobile phone are acceptable.

To start a warranty claim, please contact us on 01792 732702 or at sales@cravencooling.co.uk.

It is the customer’s responsibility to verify specifications and the suitability of items prior to ordering. Craven Cooling Sales Ltd cannot guarantee the suitability of goods for specific purposes.

Returns (Business Customers)

The customer must inspect and test goods immediately upon arrival. Any claim that goods do not accord with the contracted order must be notified to Craven Cooling Sales Ltd by email within 24 hours of receipt. Goods are not sold on a trial basis. Goods can only be returned if:

• there is prior authorisation from Craven Cooling Sales Ltd in writing;
• you are issued with an authorisation code from Craven Cooling Sales Ltd;
• all items are correctly packaged in the original packaging;
• original manuals and documentation are enclosed;
• the goods have not been used.

As a business-to-business supplier, we are not obliged to offer, and do not offer, a 14-day cancellation or refund period. Where goods are accepted for return, a restocking fee applies: 25% of the order value if the product is unopened, or 50% if the product has been opened. The purchaser is also responsible for return carriage and any failed or aborted delivery charges. For orders made in error, please see the top of this page.

Business Customers Only

Craven Cooling Sales Ltd sells commercial catering and refrigeration equipment to businesses and the trade. Our products and these terms are intended for business customers, and by placing an order you confirm that you are buying in the course of a business and not as a consumer. The returns and cancellation terms set out above apply to all such business orders.

Cancellations (Business Customers)

Cancelled business orders will incur an administrative processing fee of 4%. If the order has already been dispatched, the customer will also incur the applicable restocking fee (see “Returns” above) and carriage fees.

Delivery

Craven Cooling Sales Ltd cannot guarantee delivery times or dates. Estimated times of arrival are given purely as an approximate indication of when goods might be delivered, subject to other conditions. Deliveries are made on large articulated lorries; you must check door and entry sizes for all cabinets. If the unit does not fit, any carriage charges caused by an aborted delivery will be the customer’s responsibility, and the applicable restocking fee (see “Returns” above) will apply. Craven Cooling Sales Ltd will not accept responsibility if the unit or cabinet will not fit.

It is the customer’s responsibility to provide the correct delivery address and postcode. If the address or postcode is incorrect, the customer will be charged delivery costs and the applicable restocking fee (see “Returns” above). The customer must provide clear access to their premises; parking restrictions or any denial of access may result in aborted-delivery charges and the applicable restocking fee (see “Returns” above). If a delivery has to be aborted because no one is available to receive it, you will be charged again for carriage, plus the applicable restocking fee (see “Returns” above) if the item has to be restocked.

Deliveries can occasionally run late (for example, traffic, accidents or roadworks). We will always endeavour to keep you posted of any problems, but Craven Cooling Sales Ltd is not liable for any loss or damage caused to your business by these unforeseen circumstances.

On delivery, our driver may photograph the delivered equipment as a record of its condition and proof of delivery.

Should you be shipped an incorrect or faulty item, Craven Cooling Sales Ltd will not accept liability for loss of business or damages caused by the error. If an item arrives damaged, Craven Cooling must be given the opportunity to ascertain the damage and repair the fault. The customer must inspect their delivery and inform us within 24 hours of any damage or missing items; failure to do so may result in missing parts being billed. The customer must inform us immediately if manuals or cleaning instructions are missing. Turning on or using equipment without following the manufacturer’s guidelines may invalidate the warranty.

Refrigeration

All refrigeration sold by Craven Cooling Sales Ltd is designed to work in a maximum ambient temperature of 25°C. It is the customer’s responsibility to provide a suitable and safe electricity supply for any units supplied. We recommend that advice is taken from a qualified electrical engineer.

Warranty becomes invalid if non-approved parts are fitted. Warranty is not transferable and lies with the original purchaser. Use of equipment other than for its designed purpose will invalidate the warranty. All claims are to be submitted with complete service engineers’ documentation.

Deliveries Outside the UK

We do not sell or ship items outside the United Kingdom.

Price Match

We guarantee to beat prices only on like-for-like products. All prices must be quoted in writing and must come from registered dealers. Our products are brand new, not B-grade products; we will therefore not price match against B-grade or second-hand products.

Errors or omissions may occur due to third-party data failure, site updates or maintenance issues. Craven Cooling Sales Ltd will attempt to accommodate such errors but will not be liable. Product photographs and specifications may occasionally be out of date; you may receive an updated model, slightly different from the one listed, at no extra charge. Craven Cooling Sales Ltd reserves the right to alter specifications and photographs at any time.

The decision of the management and directors of Craven Cooling Sales Ltd is final.

Company & Contact Details

Craven Cooling Sales Ltd (trading as Craven Cooling)
Registered in England and Wales, company number 12129985
Registered office: c/o Bevan Buckland, Ground Floor, Cardigan House, Swansea, Wales, SA7 9LA
VAT registration number: GB 331 6270 29
Email: sales@cravencooling.co.uk  |  Phone: 01792 732702