Returns and Exchanges

Can I cancel my order?

Yes, if your order has not been dispatched, please contact our customer service team as soon as possible at support@cookdinehost.com and we will endeavour to cancel your order. If your order has already been dispatched and we are unable to process a cancellation, the standard cooling-off period will apply.

 

Can I return or exchange an item I’ve purchased from cookdinehost.com?

Should you change your mind about your purchase, you are entitled to a cooling-off period of 14 calendar days, which begins from the day you receive the goods (based on courier tracking). Should you wish to return your goods within the cooling-off period, please contact our customer service team at support@cookdinehost.com.

No returns will be accepted without confirmation from our team first.

Once confirmed with our team, you will need to post the goods, in their original packaging and original condition, back to us. CookDineHost will provide instructions on how to return goods in an appropriate manner. You must send the goods back to us within 14 days and you will be required to cover the cost of return postage during the cooling-off period. Once the goods have been received, you will be refunded for the goods plus any postage paid. The refund will be processed and refunded to your original method of payment.

We do not accept returns or exchanges for change of mind beyond the 14-day cooling-off period.

 

How long will it take to get my refund?

Once we have assessed your return items, we aim to process your refund within 14 days of receipt. However, this may be delayed if we haven’t received all items or proof of purchase.

 

What information do you require for the refund?

The goods in their original condition were received including unmarked packaging, and accompanied by proof of purchase in the form of the original tax invoice/receipt.

 

What if my goods are used?

If you discover a fault with an item you've used, please contact our team. Please note we do not refund for any cosmetic changes on cookware, in particular products made with MAKO Black Carbon Steel as this is specifically designed to develop a patina finish over time.

 

What if I have received a faulty or damaged item?

Please get in touch with our customer service team at support@cookdinehost.com and we will be happy to work through the concern.

 

I have a problem with an item I purchased from CookDineHost. What should I do?

The best way for us to review the performance of your product is to see it. For a quick resolution, please send details of your problem and proof of purchase to CookDineHost's Customer Service team at support@cookdinehost.com.

It's also helpful to provide clear, in-focus photos of the following:

  • Complete item including handles and lids (where supplied)

  • Interior

  • Exterior base

  • Close-up of problem area

 

Guarantee

If your goods turn out to be defective, faulty or do not look or work as advertised, you have the statutory right to request us to replace them, reduce the price or give you a refund.

  • For customers in the EU or Norway, you are entitled to a 2-year guarantee at no cost.

  • For customers in Scotland, you are entitled to a 5-year guarantee at no cost.

  • For customers in England, Wales and Ireland, you are entitled to a 6-year guarantee at no cost.

The consumers must prove that the fault was not the result of normal wear and tear or own misuse in order to be entitled to the same remedies above.

If a fault appears within 6 months of purchase, it is presumed to have existed at the time of purchase.

If the fault appears after 6 months of purchase, the consumer may need to prove that the fault was not the result of normal wear and tear or their own misuse.

The remedies for receiving defective products should be offered at no extra cost. We will first offer the consumer a repair or replacement item. If they fail to correct the problem after taking this initial step, we may provide a refund. If the defect is minor, it is also allowed to consider a price reduction.

 

Contact Us

Got more questions? If you can’t find the information you need, please submit the form on our Contact Us page and a member of our customer service team will be in touch shortly.