We hope you love your Cool Kitchen Tool order. If something is not right, we want the returns process to be fair, clear and straightforward.
Changing your mind
You can cancel your order without giving a reason by contacting us within 14 days of receiving it.
Once you have told us that you wish to cancel, you will have another 14 days to return the product. Please contact us through our Contact page with your order number so we can provide the correct return instructions.
Please do not return a product without contacting us first.
Returning your product
You may inspect and handle a product in the same way that you would in a shop. Please return it with all supplied parts and accessories, and with its original packaging where reasonably possible.
We may reduce the refund if the product has been used, damaged or handled beyond what is reasonably necessary to inspect it.
For change of mind returns, you will be responsible for arranging and paying for the return postage. We recommend keeping proof of postage until your refund has been completed.
Faulty, damaged or incorrect products
If your product is faulty, damaged, not as described or different from what you ordered, please contact us as soon as possible.
Include your order number and, where possible, photographs showing the product, parcel and packaging. We will investigate promptly and explain the available solution, which may include a replacement, repair or refund.
Where we are responsible for the problem, we will cover reasonable return costs or provide suitable return instructions.
Refunds
Once we receive your return, we will inspect it and let you know when your refund has been approved.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned product. Your bank or payment provider may take additional time to show the refund in your account.
For an eligible change of mind return, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery service, the additional delivery cost will not normally be refunded.
Cancelling before dispatch
If you want to cancel an order before it has been dispatched, please contact us as soon as possible. We will do our best to stop the order, but this may not be possible once processing or dispatch has begun.
If the order has already been dispatched, you can return it using the process above.
Return exceptions
Some products may not qualify for a change of mind return, including personalised or custom-made products and sealed products that cannot be returned for health or hygiene reasons once the seal has been broken.
Any applicable exception will be made clear on the product page before purchase. These exceptions do not remove your rights if a product is faulty, damaged or not as described.
Our service promise
If something goes wrong, we will listen, investigate promptly and do everything reasonably possible to put it right. Our priority is to protect your legal rights and leave you with a positive shopping experience.
This policy does not affect your statutory consumer rights.