Cooks Professional Returns Policy
We want you to be completely satisfied with your purchase from Cooks Professional. If for any reason you are not happy, we offer a 30-day returns guarantee on all products purchased directly from our website.
1. Change of Mind Returns (Unwanted Items)
You may return unwanted items within 30 days, starting the day after delivery.
To be eligible for a refund:
- Items must be in original, unused, clean and fully resalable condition
- All original packaging and accessories must be included
- Items must not be damaged, dirty or show signs of excessive handling
We reserve the right to make a deduction from your refund to reflect any loss in value resulting from unnecessary handling. The deduction will be proportionate to the condition of the returned item. Alternatively, we may offer to return the item to you.
Return Costs
For change of mind returns, the customer is responsible for return postage costs.
Original delivery charges are non-refundable, unless the item is faulty or damaged.
If you request an exchange, we will cover the postage cost of sending the replacement item.
2. How to Return an Item
Using Our Returns Portal (Recommended)
The easiest way to return items is via our Returns Portal. Find this at the bottom of this page. Simply follow the on-screen instructions to select your preferred carrier collection or drop-off.
If you need assistance with a return then please contact hello@cooksprofessional.co.uk for assistance.
Once received at our Returns Centre, refunds or exchanges are typically processed within 5–7 working days (up to 14 days during exceptionally busy periods).
Returning via Your Own Courier
If you choose to return items using your own postal or courier service:
- You are responsible for the cost of return postage.
- Cooks Professional is not liable for items lost or damaged in transit.
- You must include a completed returns form or covering letter including:
Full name:
Address (including postcode):
Sales order number:
Reason for return:
Requested action (refund or exchange):
Returns Address:
Cooks Professional Returns Centre
35 Buccleuch Street
Kettering
NN16 9EE
3. Faulty or Damaged Items
If your item arrives faulty or damaged:
- You must notify us within 7 days of delivery
- Email hello@cooksprofessional.co.uk with details and photographs where possible
We will provide a returns number and instructions.
Where an item is confirmed as faulty, damaged, or incorrect, we will:
- Offer a replacement, repair or refund, and
- Refund reasonable return postage costs
Items believed to be faulty due to defective materials, workmanship or damage in transit must be returned for inspection. Products should not continue to be used once a fault is identified, as this may be deemed acceptance of the goods in their damaged condition.
4. Condition & Hygiene Requirements
All returned products must be:
- Clean and dry
- Free from food residue, grease or debris
- Returned in compliance with Health & Safety regulations
We reserve the right to delay or refuse refunds for items returned in an unacceptable condition.
5. Refunds
Refunds will be issued using the same payment method used for the original purchase.
- No additional fees will be charged for reimbursement.
- Refunds are processed within 7 working days of receipt (up to 14 days in exceptional circumstances).
6. Order Issues
If there is any issue with your order, please contact us as soon as possible at hello@cooksprofessional.co.uk, and our Customer Care Team will be happy to resolve it quickly.