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Terms and Conditions

Pricing and Payment

We accept payment via the following methods; Visa credit cards, MasterCard, Maestro, Visa debit cards, PayPal and Klarna. If you would like to pay by bankers draft, bank Transfer please call us on 08000 308 444. If you would like to pay using American Express you can select PayPal and use your American Express without creating an account. All goods must be paid for in full before dispatch from our warehouse.

Our Payment Provider SAGEPAY only authorises Payment from Cards that are registered to a UK address.

All Prices include VAT and Free delivery unless otherwise stated. VAT is charged at the standard UK rate. Any variation in the VAT rate will apply automatically.

Delivery

We offer FREE Shipping to your ground floor main entrance on all kitchen appliances to Mainland England, Wales and Scotland, excluding Isles, Northern Ireland, Highlands. Whilst our couriers will be as accommodating as possible, it is at the driver’s discretion to take items within your property.

Please do not book someone to install your kitchen appliance until your item has arrived in good condition – we cannot be held responsible for delays due to unforeseen circumstances, including but not limited to: accidents, traffic and weather.

All Items must be signed for and inspected immediately. Any missing items or damage needs to be reported within a reasonable time frame of 48 hours, so even if you are not installing your item straight away, please thoroughly inspect the item upon delivery otherwise, there is no practical way for us to determine whether it was damaged before receipt of your item & we will not be able to make a damage claim with our couriers or the manufacturer.

Delivery Times

Our estimated delivery times vary according to the type of product and service you order. Please get in touch with us if you have any questions regarding the delivery process.

Collections

You may be able to collect some items from our warehouse.
The item must be paid for when you collect the item via Chip & Pin or Cash. You cannot pay for an item via the website or telephone and then collect.
Please call us 2 hours prior to arriving to ensure we have enough time to get the item from one of our warehouses, the item doesn’t sell out, and that we are open

Recycling your Old Appliances

Free Take-Back Service

As per WEEE regulations, you can send your appliances to us, and we will ensure they are safely disposed of. However, you must send us your Old Appliance within 30 days of Making your Purchase, it must be a like for like product with the item you have purchased from us, and you will need to pay for and organise the return yourself. Please Clearly Label your item as “WEEE RECYCLING” and send your items to:

WEEE Recycling, Unit 2 Piperell Way, Haverhill,
Suffolk, CB9 8QW, United Kingdom.

Why Recycle?

Unwanted electrical equipment is the UK’s fastest-growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in Landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

What is the Crossed Out Wheeled Bin Symbol?

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeling bin symbol. Please do not throw any electrical equipment (including those marked with the crossed-out wheeled bin symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system that allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take-back of their old electricals on a like-for-like basis.

Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.

Installations

We do not currently install appliances; however we are looking into this and hope to offer a service in the future. Watch this space!

Damaged or Missing items

On the rare occasion that you notice damage at the time of delivery, you may wish to refuse the item. It is your responsibility to thoroughly check the product and packaging within a reasonable time after delivery. We encourage all customers to check for signs of damage to the item within 48 hours of delivery, as notifications received after this may be difficult to take up issue with the delivery company. Carefully unpack your item, keep all packaging and remember how your item was packed. Carefully check the entire item for damage as soon as you can.

If you subsequently become aware of any damage after delivery please contact us in writing by sending an Email to: help@cookology.com. We reserve the right to request photographic evidence of the product(s) and/or packaging prior to collection. Do not attempt to install your appliance if you notice damage. If it becomes apparent that the item has been installed prior to us being informed that it is damaged, we will assume that the item was damaged during installation.

Please carefully check that nothing is missing from your order – again, we encourage for this to be completed within 48 hours – and make sure you report anything that is missing via Email. The main reason why we cannot be held responsible for damage or missing items that are reported after this time frame we will not have time to make a valid claim with our suppliers or couriers.

Price Promise

We promise that we will try to match any price within 7 days of you receiving your order. Price Matches from other sites will only be attempted where the rival company has the item listed on their own website, the item is in stock, their price includes delivery, the item is brand new (not graded) and the rival company is a genuine company with over 1000 positive ratings from independent feedback sites such as eKomi, Reviews.co.uk and TrustPilot.

Faulty Goods

All of our appliances are guaranteed with a minimum of 12 months with the manufacturer for Domestic use. Any warranties that are longer than 12 months need to be registered with the manufacturer within 30 days of receiving your appliance in order to activate the extended warranty. If any faults arise, please contact our customer service team who will be pleased to help, however please bear in mind the Staff at Cookology Ltd are not technicians, electricians, plumbers or engineers and therefore we will help you to get in touch with the manufacturer of your appliance.

Once an item has been installed we cannot accept a return without involving the manufacturer.

Faulty goods that have been installed will result in a guarantee claim even if you have just bought the appliance as we need to make sure it was installed correctly. The guarantee will not apply however if the fault arises from excessive wear and tear.

If your product appears not to be functioning correctly please first check the manufacturer’s instruction book and follow the fault-finding guide.

If a product has been installed the manufacturer will need to send a service engineer to inspect the appliance to establish the nature of the fault. The easiest way to do this is for you to arrange a time directly with the manufacturer. They will either be able to fix the fault or declare the appliance unserviceable. If the item cannot be fixed, the manufacturer will provide an uplift number. This uplift number enables us to arrange for a collection and/or a replacement.

Please remember if a product is found to be installed incorrectly the manufacturer reserves the right to charge for the engineer visit.

When installing a gas appliance a qualified Gas Safe engineer is required, all appliances will need to be installed by a qualified and insured trades person, who will have the correct certification. If your appliance isn’t installed by a qualified tradesman the manufacturer will likely void the warranty.

Certain consumable parts such as lights and filters are not covered by a warranty or guarantee.

Where the recovery of an item is not possible, we may ask you to dispose of damaged or faulty goods. In these cases you are responsible for disposal in a safe, appropriate and legal manor.

Cancellations and Returns

You are eligible to submit a return request for a full refund up to 30 days after the day of delivery for a full credit or refund. If you do wish to withdraw from the contract you must notify us either in writing or by e-mail within the 30 day time period after receiving the item. Any refund will be made within 30 days of the cancellation date.

Unless the item is faulty you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Should you wish to cancel your order please contact our customer services team to discuss returning your item at your own cost.

Please be aware you have a duty of care for the goods whilst they are in your position. If you have not reported damage or missing items within 48 hours of the items being delivered, we will deem the product to have arrived in perfect condition.

We will only refund the item if we receive it in the same condition as it was when we sent it to you. This includes packaging. We recommend you insure your item with the courier.

Any sign of installation or use will result in no refund being applied. Similarly if the packaging is damaged we may refuse to refund you.

Prior to ordering your item, make sure you have consulted a qualified trades person to check that what you are ordering is the right dimensions and type.

Manufacturer’s Guarantees and Extended Warranties

All items carry a minimum 12 months parts and labour guarantee/warranty issued by the manufacturer which is subject to provisions that the appliance:

  • Has been used solely for domestic purposes and is on domestic premises; i.e. not for commercial or trade use.
  • Has been used solely in accordance with the instruction book.
  • Has not been subject to misuse, accident, modified or repaired by anyone other than the manufacturer’s service engineers.
  • Where the engineer finds no fault, or where the fault originates with the customer (wrong installation etc.) you may be charged.
  • Some Manufacturer Guarantees/Warranties are longer than 12 months, however this is subject to you registering the guarantee/warranty with the manufacturer.

By Agreeing to these Terms and Conditions, you agree that in the event of a fault at any time within the first 12 months after purchase, the Manufacturer will be responsible for any warranty claim and that in the unlikely event that an item is/becomes faulty, no matter how soon after it has been installed, it is the manufacturer who needs to decide whether or not the item is to be replaced or repaired.

You also agree that in the event of a fault, you will have to contact the Manufacturer directly to register your fault and organise an Engineer visit with the Manufacturer. The only way to determine what has caused a fault and what action needs to be taken is through an Engineer Visit, organised by the Manufacturer. Please note, this does not affect your right to return an item within 30 days of receipt, as Returns are only accepted for Brand New Items and not Items that have been used and/or installed.

Lights are not covered by a warranty or guarantee

Klarna

“In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.”

Privacy Policy and Cookies

Cookology is committed to protecting your privacy. When you order from www.cookology.co.uk we use the information we collect about you to process orders and do not give your details out to third-party advertising agencies. We only use your phone numbers and address details to aid in delivery and improve our service and do not store any sensitive information about you.

Payments made over our website are processed by Sage Pay – one of the most trusted payment services online.

We use cookies to anonymously track sales information and do not use intrusive cookies for targeted advertisement. No information collected by us on this site will be sold, rented or loaned except as expressly stated in this Privacy Policy and consented to by you.

If you receive an Email from us and wish not to receive any further Emails, please follow the instructions in the Email to unsubscribe.

Disclaimer/Guarantee

We will acknowledge your order and confirm availability by e-mail within one business day. Any e-mail or other electronic acknowledgment by us of receipt of an order placed by you does not constitute legal acceptance by www.cookology.co.uk of your order. Acceptance of your order and the completion of the contract between you and us will take place when the goods are despatched, unless we have notified you that we do not accept your order or that you have cancelled it. The product that is delivered may vary slightly from the image supplied by the manufacturers and may not include any of the pictured accessories. We have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your card has already been charged we will immediately issue a credit to your account equal to the value of the original payment taken.

Descriptions relating to products are a guideline. We therefore recommend all product features and technical information is confirmed with the manufacturer before purchase.

Prices and availability are subject to change without prior notice.

All dates and times given for delivery are given in good faith, we endeavour to meet all agreed schedules with our customers and with our suppliers, however we cannot be held responsible for any loss of time or monies resulting from delayed, missed or incorrect deliveries. We cannot accept liability for any consequential loss of profit or indirect losses..

The products sold on our websites have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside of the UK. All products are covered by a minimum of 12 months UK Manufacturer’s warranty. However certain manufacturers offer varying parts & labour warranties subject to the customer registering their purchase with the manufacturer. Claims for promotional warranties must be registered within the set time according to the Manufacturers Terms & Conditions. All products must be installed and used in accordance with the manufacturer’s instructions. Items sold on our website are generally intended for normal domestic and consumer use and not commercial use, unless specifically stated within the product description.

English law applies to this contract and any dispute will be dealt with exclusively in the English Courts. These Terms and Conditions do not affect your statutory rights in any way.

This website is administered by The Wright Buy
The Wright Buy Ltd is contactable here;

Unit 2 Piperell Way, Haverhill,
Suffolk, CB9 8QW, United Kingdom.

Company Registered No. 6935623
VAT No. 975599346

COMPLAINTS

If for any reason you wish to raise a complaint, please email us on complaints@cookology.com or if you wish to send a letter using the above address and addressing to our Customer Service Manager . We will endeavour to acknowledge your complaint within 7 working days. Please mark your correspondence as ‘Complaint’.

In the case of damaged or incorrectly supplied goods, we may offer you a replacement or substitute product at cost to us. Any refunds given by us will be made to the payment method provided when you placed your order.