Return & Refund Policy

Customer Protection · bamae

Last updated: 12 September 2026

1. Your Statutory Rights

You have legal protections under UK law when purchasing refrigerants from bamae. This policy reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

2. 14-Day Cooling-Off Period (Change of Mind)

You have the right to cancel your order for any reason within 14 days, beginning the day after you receive the goods.

To exercise your right to cancel, you must inform us of your decision using a clear statement. You may use the model cancellation form provided in Section 14 below, though this is not obligatory.

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Products must be unopened, unused, and in their original factory-sealed condition.

3. 30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If your refrigerant product is defective, damaged, or not as described, you have a short-term right to reject it within 30 days of delivery and receive a full refund.

After 30 days, you are entitled to a repair or replacement. If repair or replacement is not possible or fails, you may claim a price reduction or exercise your final right to reject.

4. Return Authorisation Process

Before returning any goods, please contact us with your order number and details of the issue. We will provide return instructions and, where applicable, a Return Merchandise Authorisation (RMA) reference.

This helps us process your return efficiently and ensures compliance with safety regulations for refrigerant products.

5. Who Pays Return Shipping

If you are exercising your 14-day cooling-off right (change of mind), you are responsible for the direct cost of returning the goods to us, in accordance with Regulation 35(5) of the Consumer Contracts Regulations 2013.

If the goods are defective, damaged, incorrect, or not as described, we will cover the cost of return shipping.

6. Return Shipping and Packaging

Goods must be securely packaged in their original packaging where possible and returned with tracking. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

7. Inspection and Refund Processing

Upon receipt of your return, we will inspect the goods within 3 to 5 business days.

Refunds will be issued within 14 days of the day we receive the returned goods or, if earlier, the day you provide evidence that you have returned the goods, in line with Regulation 34(5) of the Consumer Contracts Regulations 2013.

Refunds will be made using the same payment method you used for the original transaction, and you will not incur any fees for the refund.

8. Exceptions to the 14-Day Cooling-Off Right

Your right to cancel does not apply to:

• Goods that have been opened, used, or unsealed after delivery (for health protection or hygiene reasons)
• Goods made to your specifications or clearly personalised
• Goods which are liable to deteriorate or expire rapidly

These exceptions do not affect your rights under the Consumer Rights Act 2015 if the goods are faulty or not as described.

9. Non-Returnable Items

Opened, used, or tampered refrigerant products cannot be accepted for return under the cooling-off right due to safety and regulatory requirements.

Custom orders and modified products are also excluded from the 14-day cancellation right but remain covered by your statutory rights if faulty.

10. Restocking Fees

No restocking fees apply to returns of defective, damaged, or incorrect items.

We do not charge restocking fees for cooling-off cancellations, provided the goods are returned in their original, unopened, factory-sealed condition.

11. Exchanges and Replacements

If your product is defective or not as described, we will replace it free of charge where stock is available. Alternatively, you may request a full refund.

12. Warranty and Manufacturer Coordination

Where applicable, we coordinate with manufacturers to ensure the best resolution for you, including warranty claims and product support.

13. Your Responsibilities

Please inspect your delivery promptly upon receipt. If goods are damaged in transit, you must notify us within 24 hours.

You are responsible for the condition of goods during the cancellation period. Any diminution in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may affect your refund.

14. Model Cancellation Form

To exercise your right to cancel under the Consumer Contracts Regulations 2013, you may use this form (though you are not obliged to do so):

15. Contact Information