Delivery & Returns Quick Facts

Last Updated: 30th May 2024

Customers often have questions surrounding the delivery of their items and our policy on returns. Here we've answered some of the most frequently asked questions so that you have access to important information before placing an order. If you can't see the answer you've looking for here, please get in touch with the team via phone, email, Live Chat or Whatsapp.


When Will My Order Be Delivered?

Most orders are dispatched from stock with a lead time of 3-5 working days. Standard deliveries are typically made between 8am & 6pm however a small number of manufacturers may deliver between 7am & 7pm. Next day delivery can be arranged in some cases however this may incur an additional cost. For next day delivery, orders must be placed, and full payment cleared before 11am. We cannot offer next day deliveries for orders placed over the weekend or bank holidays.

What If My Order Is Not In Stock?

In the unlikely event that the product you have chosen is not in stock we will contact you immediately. You will then be offered the choice of cancelling your order for a full refund, waiting until the product has come back in stock (our sales advisors will be able to advise when this would be) or purchasing a similar product.

How Much Do You Charge For Delivery?

We offer free delivery on all orders to the mainland UK. A delivery surcharge will apply to some areas in Northern Scotland and some areas of Cornwall. We have a handy Postcode Checker on every product page so that you can determine any potential delivery charges prior to placing an order.

Additional services, such as timed deliveries and next day deliveries etc. may be available from some manufacturers, however these will be chargeable.

What If Any Of The Products Arrive Damaged?

All carriers are used at the manufacturers discretion. If you have a concern regarding delivery, please advise our customer service department immediately. Damaged or faulty goods must be reported to us immediately upon delivery either by phone: 01455 815214 or email: [email protected].


Any damaged goods MUST be signed for as damaged on the delivery note. If you are unable to inspect equipment at the time of delivery please sign for as 'unchecked' and inform us of any problems within 24 hours of delivery. We will then make further arrangements with you for the manufacturer to either repair the damage, offer compensation or, in some cases, replace the damaged goods at the earliest possible date. This is at the manufacturer's discretion. 

Do You Offer Timed Deliveries?

All purchases made through FFD are made in a commercial capacity, this means that the delivery system differs from that of domestic market. Deliveries generally take place between the hours of 8am & 6pm however a small number of manufacturers may deliver between 7am & 7pm. Some manufacturers may offer a timed delivery option however this will incur an additional charge.

Will I Receive a Call Before my Delivery?

Pre-delivery calls can be made, although this is not guaranteed. 

What if I'm Not There To Accept Delivery?

Somebody must be present at the delivery address between the stated delivery times in order to accept delivery. If no-one is at site, a failed delivery cost will be applied. If you then decide to cancel the order a further restocking fee will be charged in addition to the failed delivery cost. 

I've Ordered Stock and Booked In Tradespeople. Will You Cover the Cost?

We advise against booking in any third party services or placing orders of stock until you have received your order. Should an issue arise which prevents delivery on the stipulated date no liability can be accepted for costs or loss of stock.

What Vehicle Will my Delivery Be Made On?

Standard deliveries will usually be made on an 18 tonne lorry, roughly the size of a double decker bus. It is vital that you inform us if there are any access issues to your site. If delivery can't be made a failed delivery / redelivery charge will be applied. If you have any concerns or questions please contact our customer service department on 01455 815214 and select ext.3.

Will My Order Be Brought Inside?

All standard orders are made to kerbside, to the nearest access point of the building. Equipment will not be brought inside the premises. Some manufacturer's do offer the option of a position and unpack service to ground floor sites where there is level access however this service will incur an additional charge. 

What Is Included In An Unpack and Position Service?

An unpack and position service means that the delivery driver will unpack your equipment and position it in the intended site. Any packaging will be disposed of by the driver. 

Please Note that an unpack and position service can only be completed where there is clear, level access into the building and to the intended site of the equipment. Packaging may be removed prior to entry into the building however handles, castors, wheels and any other components will not be removed to allow for access. Please make sure that units (the total external dimensions including fixtures and fittings) will fit through all access points and doorways unobstructed, prior to order.

If a position and unpack service is paid for and these criteria are not met, the charge cannot be refunded.

Who Do I Contact If I Have A Query About My Online Order Or Delivery?

You can contact one of our customer service team on local rate 01455 815214 and select ext.3, or you can e-mail us at [email protected]. We are also available during working hours on LiveChat. For other ways to get in touch visit our Contact Us page.

Do You Deliver On Weekends?

All deliveries are made between the hours of 8am and 6pm (some manufacturers 7am - 7pm), Monday - Friday (except bank holidays). Some manufacturer's may offer a chargeable Saturday delivery option however this isn't available on all equipment.

Do You Ship To Outside The UK?

If you wish to ship products to addresses outside the UK mainland, in Europe or elsewhere in the the world we can deliver to freight forwarding companies. If you have a preferred courier we can arrange for delivery through them however we can also put you in touch with third party companies that specialise in non-UK deliveries. We operate in accordance with HMRC and therefore any VAT on non-UK overseas shipments must be paid prior to delivery. Once delivery is complete and we have received proof of shipment, the full VAT paid will be refunded.

Can I Switch My Equipment On As Soon As I Receive Delivery?

Do not switch equipment on as soon as you receive delivery. We understand that you're eager to trial your new purchase, but during transit and positioning of units, they may be tilted or laid down. The liquid gas refrigerant may have dispersed around the system and this will need to settle before the equipment can be used. We recommend waiting at least 2-4 hours before powering on any refrigeration.

Cancellations & Returns

What Is Your Returns & Cancellation Policy?

To return a faulty product you must contact us within 24 hours of receiving the item. We advise that you fully check the condition of the item before signing for it, as signing for the item confirms that you accept the unit in the present condition. The item must be unused (unless damage or fault is only found through use) and in all original packaging. There will be a restocking fee. This fee will typically be around 25% however this is at the manufacturer's discretion and can be as much as 50% of the cost of the unit.


If goods have not been dispatched from the manufacturer and the order is cancelled we will refund you the full invoice amount. If goods have already been dispatched the above will apply.


If you have taken delivery for your goods, and you decide that you find that your order doesn't meet your needs, you may have to cover the cost of sending the unit back, dependent on the manufacturer. If the manufacturer collects there will be an additional cost for transport. This will be dependent on the size, weight and location of the unit. This will also incur an additional restocking fee.

Can I Return My Order If It Doesn't Fit, I've Ordered The Wrong Equipment Or I've Changed My Mind? 

Before making a purchase we strongly advise that dimensions are correctly measured. This includes where the equipment is to be positioned AND doorways and access points. Commercial equipment is large and some buildings may find that doorways and corridors aren't wide enough to allow equipment through. If you order equipment and then realise it doesn't fit, you may only be able to return equipment at the discretion of the manufacturer and this will incur a restocking charge. Equipment must be returned in the original packaging and must not have been switched on or used.


If you place an order and realise that you have ordered the wrong equipment we may be able to rectify this for you providing you notify us immediately AND your order has not been dispatched from the manufacturer. If your order is in transit or you have received delivery, returns can only be made at the discretion of the manufacturer and will be subject to a restocking charge.


Any purchase made with FFD is done so as a B2B business transaction. (Please Note that this is different to B2C selling regulations as you are purchasing in a business capacity and not as a consumer). There is NO cooling off period for change of mind and any error made by you during the ordering process is not grounds for a return or refund. This is fully compliant with Distance Selling Regulations and B2B eCommerce Regulations.

What Is a Restocking Fee and Why Do I Have to Pay One?

A restocking fee is the charge applied when equipment is sent back to the manufacturer. This could be due to making an incorrect order, the refusal of delivery or the cancellation of an order after it has been dispatched. Once a piece of equipment has been dispatched, delivered or unpacked, even if it hasn't been used, it cannot be resold as a new. The restocking fee reflects this. This charge is put in place by the manufacturer, not FFD Commercial Refrigeration as the supplier, therefore we are unable to waive or reduce the amount charged under any circumstances. The restocking fee will typically be around 25% of the total cost of the equipment however in some cases could be as much as 50%.