If you are spending over £200 in UK sterling (excluding vat) we will not charge you any extra to have the products delivered to your door. Please note that this applies to Nuaire products only. Currently we do NOT sell any products on the rest of our range to the Republic of Ireland
Every item we sell is carefully inspected before it is dispatched. In the event that you are not satisfied with the goods, or they are faulty, and you inform us within seven days of your receipt of the goods, you may return the goods (return postage at your expense) to us for a full refund or replacement. Please enclose a receipt for your postage as we will reimburse this if the item is found to be faulty, however if no proof of postage is provided we are unable to offer a postage refund.
Please Note: If you are returning an item because you have changed your mind or because of an error on your part during ordering, we will refund you the cost of the item only and not the cost of the original postage cost.
Returns postage will only be refunded if we have dispatched an incorrect product or if the product is faulty. For your own protection, you should ensure the items are adequately insured while in transit, you are responsible for the cost of the return.
All products to be returned must be carefully repackaged in their original packing, they must be complete and in a saleable condition, we are unable to offer a refund for returned items that are in poor condition.
Please ensure that you are fully satisfied with the product you are ordering. Please call our sales office on 08454 379637 if you require technical advice.
Returns to be sent to: Cook Group Ltd, Incorporating CondensatIon Products, Foss House, 2 Pearson Way, Hull, HU6 7QA
WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED?
If your item arrives damaged from transit, please inform us us via our email firstname.lastname@example.org within 24 hours of taking delivery of your order, please keep all relevant packaging materials for reference until further notice from us. If your item is clearly damaged when it arrives please inform the person delivering it of your concerns, if its a courier service then ask them to log this damage on their system. Please contact us via our online contact form if you have a problem with the contents of your parcel within 24 hours of delivery and we will endeavour to rectify the problem. After this 24 hour period we are unable to offer refunds / replacements.
Before replacements / refunds can be made, we would ask for the item to be returned back to us (more information on how to return an item can be found above), If it is a Royal Mail delivery then the return is to be arranged and initially paid for by you, please gain the relevant proof of postage (preferabley with online tracking) and put a receipt for the postage inside the parcel so that we can reimburse this back to you. If the parcel does not arrive back to us and there's no proof of postage then we regret that no action can be taken. If this was a courier delivery, we would ask that you photograph the item in its damaged original packaging in order for us to claim for loss from the courier company.
You will not be responsible for the cost of the return postage, this will be reimbursed to you. You will not be resposible for the cost of replacing the goods, however please only return items that were clearly damaged in transit, we are unable to accept the return of any other item through this method. If you also wish to return an undamaged item for any other reason, this item must be returned through the normal channels, clearly shown within our terms and conditions and at your own expense. A deduction of the reimbursed postage fee will be made if the returned item contains additional items above which was agreed. In short, if you send back a parcel which is heavier and more expensive in postage costs due to the addition of items not damaged, we will deduct the cost of the additional weight from your reimburesment of postage fees.
Cancellations can be made prior to your order being dispatched, please contact us at email@example.com or by calling us on 08454 379637 with your order number. If you are cancelling because of any problem with the goods, please notify us of the problem at the time of cancellation.