Returns & Refunds Policy
At Cooktiva, we want you to be satisfied with your purchase. If you are not completely happy with your order, our Returns & Refunds Policy explains how to request a return, exchange, or refund.
1. 30-Day Return Policy
You may request a return within 30 days of receiving your order, provided the item meets the return conditions below.
To be eligible for a return, the item must generally be:
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In its original condition, unused, and undamaged.
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Returned with its original packaging, accessories, manuals, and any included components, where reasonably possible.
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Accompanied by proof of purchase or your order number.
Certain products may not be eligible for return for hygiene, safety, or other lawful reasons. We will explain any applicable restrictions before or at the time of purchase where required.
These conditions do not affect your statutory consumer rights.
2. How to Request a Return
To request a return, please contact our customer support team:
Email: support@cooktiva.shop
Website: https://cooktiva.shop/
Please include:
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Your order number.
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The name of the product you wish to return.
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The reason for the return.
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Photographs, if the item arrived damaged, defective, or incorrect.
Our team will provide instructions on how to proceed. Please do not send an item back before receiving return instructions.
3. Return Shipping
Cooktiva offers free shipping throughout the United Kingdom for deliveries to all UK areas we serve.
Return shipping is separate from outbound delivery. If you are returning an item because you changed your mind, you may be responsible for the return shipping cost where permitted by law, and we will inform you of this before you proceed.
If your item arrives damaged, defective, faulty, or incorrect, please contact us. We will explain the appropriate return or replacement arrangements in accordance with applicable consumer law.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, faulty, or different from what you ordered, contact us at support@cooktiva.shop as soon as reasonably possible. Include your order number and photographs where helpful.
We will assess the issue and offer an appropriate solution, which may include a replacement, repair, refund, or other remedy required by applicable law.
Your statutory rights regarding faulty or misdescribed goods remain unaffected by this policy.
5. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will generally be issued to your original payment method. Depending on your payment provider or bank, it may take approximately 5–10 business days for the refund to appear after it has been processed.
The time required for a refund to appear in your account may vary depending on your payment provider.
Where a refund is required by law, we will process it within the applicable legal timeframe.
6. Exchanges and Replacements
If you receive a damaged, defective, or incorrect product, please contact our customer support team to discuss an appropriate replacement or other remedy.
Exchanges are subject to product availability and applicable consumer rights.
7. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at support@cooktiva.shop.
We will try to stop the order before it is dispatched, but cancellation cannot be guaranteed once processing or dispatch has progressed.
For online purchases in the United Kingdom, statutory cancellation rights may apply, subject to applicable legal conditions and exceptions. We will provide the relevant instructions where required.
8. Non-Returnable Items
Where permitted by law, certain items may be excluded from change-of-mind returns, including:
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Products that are personalised or made to order.
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Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed.
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Items that applicable law permits us to exclude from change-of-mind returns.
These exclusions do not remove your rights if a product is faulty, defective, or not as described.
9. UK Consumer Rights
Nothing in this policy is intended to limit, exclude, or replace your statutory rights under applicable UK consumer protection laws.
If a product is faulty, not as described, or otherwise fails to meet the legal requirements, you may be entitled to remedies that differ from our standard change-of-mind return policy.
10. Contact Us
For questions about returns, refunds, or replacements, please contact:
Cooktiva Customer Support
Email: support@cooktiva.shop
Website: https://cooktiva.shop/
Business Location: Burton-on-Trent, United Kingdom
We aim to respond to customer enquiries within 24 hours during our stated customer service operating hours.
