On Premises/In Store Sales
Your statutory rights are governed by the Consumer Rights Act 2015 and are unaffected. If you wish to return an item, you must not have used it and it must be in its original packaging. You can request us to collect it or you can return it to us yourself, either way at your own cost. If the item is un-opened and in perfect condition, then there will be a 25% re-stocking charge against the price paid for the item. If the item has been opened or the packaging has been damaged or altered in any way then we will have to assess the re-stocking charge on a case by case basis and you should contact us at our customer services email address. If an item has been used, connected, fitted, or installed then no return can be entertained. We reserve the right in some cases to deny a cash refund and issue a store credit.
Remote, Distance & Off Premises Sales
Cancellation:
Your statutory rights are governed by both the Consumer Rights Act 2015 & The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and are unaffected. For items that are not bespoke manufactured or have not been amended at your request (i.e. had a door handing change) you can cancel your contract at any time up to 14 days from the date of delivery. Cancellation requests must be in writing. We have an easy-to-use cancellation form template which can be requested via email to our customer service dept. Any cancellation requests received after 14 days from delivery will be assessed on a case-by-case basis and we reserve the right to refuse a request. If you wish to cancel your contract you must return the goods to us in a safe manner or request us to collect them from you at a charge. The goods must not be damaged in any way, and you have a duty of care to ensure the un-damaged condition of the items whilst in your possession & when you’re returning them to us. If goods are received back to us damaged, then we will notify you in writing within 24 hours and any financial implication will be made clear to you at that point.
Refund Policy:
Refunds will be made within 14 days of receipt of goods and will be made by the same method we received payment from you. Please note; pricing for any multi-buy package or bulk discount deals may be subject to change or alteration should one or more items be returned within your statutory 14 day return period. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.
Collection:
A collection fee for the cost of returning the goods will apply and will vary depending upon the size. Exact costs will be confirmed to you upon acknowledgement of your claim and based upon your location, but some examples are: * Large items such as range cookers over 60cm & USA or French door style fridge/freezers @ £135.00 * Standard sized fridge/freezers, washing machines & other associated sized items @ £95.00 * Small items such as Vacuum cleaners etc @ £70.00. In the event you experience a problem with a product, wish to cancel a sale or you just need to get in touch with us then please follow this quick and easy step:
Please email: customerservice@cooksandcompany.co.uk we aim to respond to all enquiries within 2 working days.