Refund policy
At Plunges Cold, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, cancellations, refunds, and exchanges are handled for customers in the United Kingdom.
Returns
Eligibility for Returns
You may request a return within 30 days of receiving your order.
To qualify under our extended returns policy:
- The product must be unused and in its original condition.
- It must be returned in its original packaging with all accessories, manuals, and labels.
- You must provide proof of purchase or your order number.
- The product must not be damaged through misuse, improper handling, or incorrect installation.
Your statutory rights for faulty, damaged, or incorrectly described goods are not affected by this policy.
UK Right to Cancel
For most products purchased online, UK customers have the legal right to cancel their order within 14 days of receiving it, without providing a reason.
After notifying us of the cancellation, you must return the product within a further 14 days. You may inspect the product as you would in a physical shop, but we may reduce the refund if it has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.
These rights follow the UK rules for online and distance selling. UK Government guidance
How to Request a Return
To initiate a return:
- Contact us at support@plungescold.com or call +44 7532 779200.
- Provide your order number, the product you wish to return, and the reason for the return.
- If the product is faulty or damaged, include clear photographs or videos.
- Wait for return approval and shipping instructions before sending the product.
Please do not return products without first contacting us.
Return Shipping
Customers are responsible for return shipping costs when returning an unwanted or change-of-mind product, unless otherwise agreed.
Because cold-plunge products may be large or heavy, they may require a specialist courier. The return cost will depend on the product’s size, weight, and collection location. We recommend using a trackable and insured delivery service.
If a product is faulty, damaged, incorrect, or not as described, Plunges Cold will cover reasonable return costs or arrange collection where appropriate.
Return and Refund Summary
- Extended return period: 30 days from delivery
- Statutory cancellation notice: Within 14 days of delivery
- Return after cancellation: Within a further 14 days
- Refund processing: Within 14 days of receiving the returned goods or acceptable proof of return
- Restocking fee: None
- Return method: By mail or arranged courier
- Return label: Customer responsibility for change-of-mind returns
- Currency: USD
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned product or acceptable evidence that it has been sent back.
Your bank or payment provider may require additional time to credit the funds to your account.
For a valid cancellation, we will also refund the cost of our standard delivery option. Any additional amount paid for express, premium, or other enhanced delivery services is not refundable.
Reduced Refunds
We may make a reasonable deduction from your refund if:
- The product has been used beyond what is necessary to inspect it.
- The product has been damaged while in your possession.
- Accessories, manuals, components, or original packaging are missing.
- The product has been assembled, installed, altered, or handled in a way that reduces its value.
Any deduction will reflect the actual reduction in the product’s value.
Non-Returnable Items
Unless faulty, the following products may not be eligible for return:
- Bespoke, customised, or personalised products
- Perishable products
- Gift cards
- Clearance or final-sale items, where permitted by law
- Sealed hygiene-related products after the seal has been broken
- Products damaged through misuse, neglect, or improper installation
These exclusions do not limit your legal rights if a product is faulty, damaged, incorrectly supplied, or not as described.
Damaged, Faulty, or Incorrect Products
Please inspect your order after delivery. If it arrives damaged, faulty, incomplete, or incorrect, contact us as soon as possible.
Provide your order number and photographs or videos showing the problem. We will assess the issue and offer an appropriate remedy, which may include:
- Repair
- Replacement
- Collection
- Partial refund
- Full refund
Exchanges
We offer exchanges where a product is defective, damaged, or incorrectly supplied, subject to stock availability.
For a change-of-mind exchange, please contact us first. You may need to return the original product and place a new order.
Order Cancellations Before Dispatch
Contact us immediately if you wish to cancel or modify an order.
If the order has not yet been dispatched, we will make reasonable efforts to cancel it. If it has already been dispatched, you may need to follow the return procedure described above.
Late or Missing Refunds
If you have not received an approved refund:
- Check your bank or payment account again.
- Contact your bank, card issuer, or payment provider.
- Allow for their standard processing period.
- If the refund is still missing, contact us.
Customer Support:
Trade name: Plunges Cold
Phone: +44 7532779200
Email: support@plungescold.com
Address: 71-75 Shelton Street, London WC2H 9JQ, United Kingdom