Shipping policy

Delivery & Installation

True Refrigeration’s products are intended for commercial use only.

Standard delivery is included in the purchase price, to premises curb-side only. Delivery to mainland UK ONLY not including Highlands and St Ives. Units delivered come fully packaged, secured to a wooden pallet and in most cases, castors will not be pre-fitted. Responsibility for the unpacking, positioning, and responsible disposal of packaging remains with the buyer.

True Refrigeration offer a fixed price installation service, available for purchase at checkout. Installation service costs cover installations on ground floor access only, requiring clear access through all passages and doorways, with no lifting requirements. This service includes unpacking and positioning of cabinet, castor & shelf fitting, and removal of all packaging. For installations that do not meet the outlined requirements, please contact us before placing your order.

Installation services do not include the safe disposal of old equipment. True is a member of Valpak’s compliance scheme and can offer WEEE take back. Contact us for details.

Orders are processed within 2 business days. Delivery is within 3 to 7 business days after the order is acknowledged to mainland locations (excluding Highlands and St Ives). Our logistics team will contact you in advance to confirm a delivery date.

Customers are responsible for ensuring that products ordered are suitable for their premises, this includes confirming goods will fit through all doorways and passages, as well as ensuring that the Carrier has sufficient access to complete the delivery in a heavy goods vehicle. True Refrigeration cannot be held responsible if the Carrier is unable to access the site, or for goods that are unsuitable in size. Any carriage charges as a result of aborted deliveries are the responsibility of the buyer, any redelivery of goods will incur additional fees.

Customers are responsible for entering accurate shipping and contact details during the checkout process. Additionally, customers or their representatives are responsible for accepting and signing for goods at the point of delivery.

Returns & Cancellations

True may cancel an order if a cancellation notification is received and accepted before goods have shipped.

To cancel your order, please contact us by phone at 0800 783 2049, and provide us with your full name and order number.

Once orders have been prepared for shipment, they cannot be rescinded. Customers should refuse delivery at site; however aborted delivery fees will apply.

Damages or Defects

In the unlikely event that you receive a visibly damaged item, customers should refuse delivery of goods, citing defects as their reasoning. Customers should contact us immediately on 0800 783 2049.

Warranty

True’s UK warranty policy provides 5 years coverage.

The full policy can be found here.

Residential operations are not covered by our warranty policy.