- About ProCook
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- Care Instructions
All orders with ProCook are covered by a 30-day, no-quibble, money back guarantee. In the unlikely event that you are not delighted with your purchase, we are happy to refund goods which are returned within 30 days from date of purchase provided they are unused, in their original packaging and with a valid proof of purchase.
Can I return goods bought online to my local store?
Yes. Providing you have a valid proof of purchase (your order confirmation email is fine) we are happy to refund or exchange goods purchased online in any of our stores. Click here to find your local store.
Can I return goods bought in store to your head office?
Yes. Again, providing you have a valid proof of purchase, we are happy to accept returns to our Head Office. Please note that we do not refund the original or return postage costs for unwanted goods.
Can I change my order after I have placed it?
No, unfortunately not. Because we aim to process your order and deliver it quickly, it is not possible to change an order once it has been placed.
How do I return unwanted goods?
Our customers tell us that the most convenient method for returning unwanted goods is via Collect+ which allows you to print a postage label, affix it to the original packaging and drop the parcel off at a Collect+ location near you (usually a convenience store or supermarket). Please note that we provide this information for your convenience and in no way endorse Collect+ or accept liability if goods are damaged in return transit.
My order has not arrived
If your order has not been delivered within the schedule specified on our delivery page and you have not received an email or SMS update, the first thing to do is check your order's progress via the tracking link in your confirmation email. This email is sent out as soon as you complete your order. If the tracking link does not establish your order's location or your order have been misdirected, you will need to contact our Customer Care Team via email@example.com or 0330 100 1010.
My parcel has arrived damaged
If your parcel arrives with obvious signs of external damage, you should reject the delivery and indicate to the courier that you believe the parcel is damaged. Although ProCook will automatically be notified that you have rejected the delivery and will contact you to rectify the situation, it may help to speed the process if you also contact us as soon as you reject the delivery.
My goods are faulty
If your goods are faulty upon delivery or develop a fault within the first 30 days, we will refund or replace them free of charge, including the cost of shipping the replacement goods. Please note that you must notify our Customer Care Team of the fault inside the 30 day period via firstname.lastname@example.org or 0330 100 1010. If you do not notify our Customer Care Team within the 30 day period, your guarantee may be void. If your goods develop a fault after 30 days please contact our Customer Care Team via email@example.com or 0330 100 1010. We may, at our discretion, repair or replace your goods.
12 Month, 10 Year and 25 Year Guarantees
All ProCook products have guarantee periods of at least 12 months (many have up to 25 years) and, if faulty, can be returned for a replacement within this period. Please refer to individual product pages for details of your guarantee length. Please note the guarantee does not cover deterioration due to accident, misuse, discoloration, scratches, stains or damage from overheating. In the event of the product range being no longer available, we will offer an alternative product of similar quality. If you feel your goods have developed a fault within the guarantee period, please contact our Customer Care Team via firstname.lastname@example.org or 0330 100 1010, ideally providing a photograph of the fault. In the event of an individual item within a set being faulty, we will replace the specific item, not the entire set.
Do I need to keep my receipt?
While we endeavour to maintain historical records of all our customers' online transactions we ask all customers (both online and in store) to retain proof of purchase in the form of invoice or till receipt as this will be required in the event of any returns subsequently made during the guarantee period. Please note that any returns taken into our stores will require proof of purchase in all instances.