This returns policy (“Returns Policy”) forms part of the Terms and Conditions of our website, and so words defined in the Terms and Conditions have the same meaning in this Returns Policy, unless the context indicates otherwise. Nothing in this Returns Policy is intended to limit your statutory rights in any way, including without limitation any rights which you may have under the Consumer Protection Act.
Preparing Goods for return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your Goods;
- package your Goods in the original packaging as far as possible, safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all instruction / operating manuals, accessories, parts and any and all items that were sold with the Goods.
Failure to adhere to any of these requirements could delay the processing of your request or result in it being declined altogether.
1: Unwanted Goods
Having second thoughts?
Where you have changed your mind and would like a credit for a Good, you can return it – provided the Goods are:
- not personalised for you or made to your specifications; and/or
- not assembled, disassembled and/or modified in any manner after delivery or collection;
- not damaged or used and the original instruction / operating manuals, labels and stickers are still attached;
- in their original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable) and with all accessories and/or parts.
You must log a return on the Website within 7 days of delivery to you or collection by you of the unwanted Goods. After 7 days, you can only return a Good if it is defective.
We will collect the Goods from you at your cost or you can return it to 9 Watkins Street, Denver. Once we have inspected the Goods and validated your return, we will credit your account with the purchase price of the Goods within 30 days of the return (or refund you if that is your preference).
Oops! This is not what I ordered!
If we accidentally deliver the wrong Goods to you, or if the Goods are not as described on our Website, please notify us and we will collect the Goods from you at no charge. If the Goods are missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the Goods and validated your return, we will deliver the correct Goods to you as soon as possible (if the correct Goods are available); or credit your account with the purchase price of the Goods within 30 days of the return (or refund you if that is your preference).
2: Goods received in damaged condition
Should any Goods be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the Goods from you. Once we have inspected the Goods and validated your return, we will at your election, either repair or replace the Goods as soon as possible (if such repair is possible/ we have the same Goods in stock to use as a replacement) or credit your account with the purchase price of the Goods (or refund you if that is your preference).
3: Defective Goods
We will take all necessary care to ensure that the Goods we deliver to you are of a high quality, and in good working order and free of any defects.
A defect is a material imperfection in the manufacture of a Good or components, which makes the Good less acceptable, useful or practicable than one would reasonably be entitled to expect in the circumstances or .
The following will not constitute a defect and you will not be entitled to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the Goods;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations or repairs to the Goods; and
- where the specifications of a Good, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
Our Standard Warranty
If you have received any Goods which turn out to be defective or otherwise of poor quality (save for direct warranty Goods which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery of the Goods (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the Goods from you at no charge. Once we have inspected the Goods and validated your return, we will repair / replace the Goods (if such repair is possible / we have the same Goods in stock to use as a replacement) or credit your account with the purchase price of the Goods (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period as this is out of our control.
Extended Supplier Warranty (stipulated on Goods page)
The Goods may carry a warranty from the supplier which extends beyond the 6 month Standard Warranty. If such Good turns out to be defective more than 6 months after delivery / collection (save for direct warranty Goods which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the Goods.
You can do so by logging a return on the Website, and we will arrange for your return of the Goods to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period as this is out of our control.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the packaging accompanying the Goods.
Direct warranty Goods are Goods for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through Chefs Depot.
If a direct warranty Good turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty Goods.
4: Vouchers & Coupons
Where you have used a Coupon to pay for an order, and you or Chefs Depot later cancels your order (or part thereof) prior to delivery of the relevant Goods, or you log a return of one or more Goods for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned Goods (as applicable), and we will credit your account for the balance, if any (or refund you with a replacement coupon if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Chefs Depot may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.
5: Refunds and other Charges
If you return a defective Good to us, but you fail to return all of the accessories and parts that were sold with that defective Good, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a Good that does not comply with this Returns Policy, you may be liable to reimburse Chefs Depot for the cost of collecting the Good from you and the cost of having the Good returned to you.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.