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ReturnsCooks Knives carefully selects its products and hopes you will be happy with your purchase, however there may be times when you feel you need to return an item to us. RETURNING AN UNWANTED GIFT Don’t worry,we are more than happy to except them back. The same procedures apply as the ‘Change of Mind’ section. Please note that refunds can only be processed to the card holder and the original purchaser. ITEMS LOST WHEN RETURNING Please note that we cannot accept any responsibility for items being lost or damaged on their return to us. We recommend that you use a secure and track able service that many well known post offices provide. REFUNDS AND REPLACEMENTS Refunds for items returned to us within the 30 days of receipt of your order shall be processed within 10 working days. FREQUENTLY ASKED QUESTIONS Q) After receiving the parcel, I opened the parcel briefly and did not notice any damage. When taking the item fully out of the box later on I noticed damage. I know it is after the three working days policy, however, what shall I do now? A) Unfortunately, our policy requires that any damaged/missing/faulty items MUST be reported within 3 working days of receipt in order to receive a replacement/refund. Q) I have taken the item out from the box and assembled my goods and now I realise that I purchased the wrong items. A) Our policy states that goods can only be returned if in the original resaleable condition.This means that any used or assembled items are not eligible to be returned to us. Q) We wish to return an item for a refund, although I have not got the original packaging. A) Unfortunately, without having the original packaging included with the product, we cannot accept their return. This is due to us being unable to resell the item in new condition. Q) I returned the tableware that I purchased, however, I was made aware that they arrived damaged. Where do I stand? A) Customers are liable for returns until they reach us, unfortunately if the goods are received damaged they can not be refunded. If the item is slightly damaged upon return, it will be returned to customer if required at their own cost. Q) I purchased an item from your website, however, it has developed some type of fault. I know you have a 30 day policy. What shall I do? A) If the item becomes faulty, please check the policy for that particular item e.g. Global Knives have 12 months warranty. If the item is damaged after the 30 day period, unfortunately our customers are liable for the damage and a refund/replacement can not be given. Q) I no longer like the items I have purchased and would like to return them for a full credit. A) We are happy to receive the returned item(s) back within 30days of receipt of the goods, however, the goods will need to be returned at your own cost. Please note, that we will be unable to accept the return and no refund will be given in the event that the goods arrive to us in a non-resalable condition. Please contact our customer service team to discuss of any queries you may have. Q) What happens when you receive faulty/damaged goods? A) We reserve the right to not process a refund until we have satisfied ourselves of the reason for return. Q) What if I can't return an item? A) If for any reason you are finding it difficult to return an item, for example the item is heavy and bulky, then it is possible for us to arrange a collection from yourself for delivery direct to us. The collection would be made using ParcelForce and can be arranged to take place any weekday. This service costs £10 which we charge by refunding you for the value of the item(s) with £10 deducted. Please call us (01877 332703) if you want to use this service. Returns address: Cooks Knives Geisher Road Callander Perthshire FK17 8LX Please Note That: You will be responsible for any returned goods until they reach us. For your own protection, we suggest you use a secure despatch method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery). These terms do not affect your statutory rights. |
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