FAQs

Commercial Refrigeration and Freezers For Restaurants, Hotel & Catering Services

Here we present our answers to some questions that crop up from time-to-time: Please contact us if you have any other questions.

Will you dispose of my old refrigeration unit?

Yes. We offer a special price return for an Aquilo branded replacement, but will remove a similar sized cabinet for safe disposal

What's the fastest delivery you offer?

Next day if order is processed before 1PM

Can I get a discount if I order multiple items?

Our range is already offered direct to yourselves which eliminates the third party dealer thus offering our best prices. However, for regular volume discounts see below.

Do you have a customer account facility?

Yes, you can set up an account if you are a regular buyer and your sales volumes will attract certain benefits and discounts.

I have ordered the wrong item. What should I do?

Please contact the sales team via sales@aquilorefrigeration.co.uk or call 0800 0938343 with your sales order reference. Please do not unwrap or start using the item.

My item has arrived damaged. What should I do?

Please contact the sales team via sales@aquilorefrigeration.co.uk or call 0800 0938343 with your sales order reference. Please do not unwrap or start using the item.

The product I have ordered has a fault. How do we resolve this?

Please contact warranty@aquilorefrigeration.co.uk or call 0800 0938343 with your sales order reference.

How do I return an item?

See returns under our terms and conditions.

Can I speak to someone for advice on the best product for my requirements?

Yes, please call 0800 0938343 and we’ll be happy to help.

What happens if my order is out of stock?

We will advise when we expect stock and offer alternative products should the lead time be too lengthy.

Will I receive notification prior to delivery?

Our carrier will contact the number advised in order to arrange/advise of delivery.

Access to my premises is restricted, so can you tell me what type of vehicle you use?

We will ask you at the time of ordering if there are any delivery restrictions for a standard vehicle.  We will aim to resolve any restrictions based on the product ordered and underlying restrictions in place.

Will your delivery people carry my unit to the required position?

The standard terms are a doorstep delivery.  Speak to our team on 0800 0938343  or email sales@aquilorefrigeration.co.uk where bespoke arrangements can be facilitated for delivery positioning and removal of packaging.

Are weekend deliveries available?

Yes, by special arrangements.

What is your returns policy?

Aquilo offers returns if notified by you within 14 days of receiving the goods provided the goods have not been unwrapped or used. You then have a further 14 days to return the goods to us, or offer them up for collection by Aquilo, for which a fee will be charged.

Can I cancel an order?

You can cancel an order provided it has not yet been despatched without charges. However if the the item has been sent then a fee will be charged for collection/failed delivery.

What happens if my unit develops a fault after the warranty ends?

We offer after-sales servicing and repairs during and beyond warranty terms.

What do you charge for delivery?

Standard delivery is included within the cost for mainland UK. Specific charges apply for Highlands, Islands and any time-restricted zones applicable at the time.

Do you offer timed deliveries?

Yes these can be arranged subject to any locally imposed access restrictions in place.

Can I speak to someone about my order?

Yes the sales team are available on 0800 0938343.

Can I buy spare parts from you?

Spares and consumable spares are available from the aftersales team aftersales@aquilorefrigeration.co.uk 0800 0938343

How often should my units be serviced?

Based on normal usage and a regular environment we would recommend 2 services per annum to maintain your asset in peak condition.