Customer Service
Our Customer Service Team are keen to help with any query or request you may have and they are contactable via email at sales@cookerhoods.co.uk or on 0117 330 2277.
Returns Policy
Item is damaged on delivery
If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received at our warehouse. As a general guide, you should have the replacement within 3 days of the return of the damaged item arriving with us.
Cancellations
Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.
As standard you can cancel your order at any time from point of ordering up to the delivery date. To do this, please call us on 0117 330 2277 as we may not be able respond to your email within the cancellation period. You can return item(s) within 7 working days from the date of receiving the goods, without giving a reason.
Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.
If you wish to return an item to us please see the returns section below for details of how to do this.
Returns Information
Item no longer required
If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 14 days from date of delivery. To exercise your right of cancellation, you call us to arrange.
If you have received an item that you no longer require, you are able to return it to us within 14 days. The item must be unused and in its original packaging, and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. You can complete the form on the contact us page to inform us that you wish to return an item, ensuring you quote your order reference number and contact details together with the photo of the item showing its resalable condition, Please be aware that at busy times it can take us 5 days to pick up emails, so please call if you have had the item over a week. The collection charge depends on the item and the supplier, but we will only charge you the lowest price possible. This cost will cover the return of the item from your address to the appropriate warehouse, and inspection of the goods. We will refund your money on orders within 10 days of cancellation, less any collection cost. We do not accept returns after 14 days. We will ask for photos of the product being returned, this is designed to protect you as well as helping us.
You can of course return the item back to us yourself. Should you decide to return goods yourself this way, this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. We are not responsible for items returned by your own means and delivered to the incorrect address. Please contact us for the return address, this usually will be back to the supplier’s warehouse.
Upon receiving your delivery please check to make sure if the order is correct and working, if it is faulty you have 7 working days to report that the product is faulty.
There are certain orders that an admin charge will be applicable. Typically, this is £9.99. Please contact us before purchase for an exact costing.
Exchange
Should you wish to exchange a product for a different one please call us on 0117 330 2277 and we can arrange a collection and exchange. Any additional costs or refunds in terms of delivery or a different model or finish can be paid for by phone with one of our specialist team members. The returned item must be undamaged, in it's original packaging and in a resalable condition. Please contact us within 48 hours of receiving the item.