Refunds & Returns Policy
At Cottura Design, we want you to be completely satisfied with your purchase. This Refunds & Returns Policy explains your rights when purchasing products from our online shop and how to request a cancellation, return, replacement or refund.
Nothing in this policy affects your statutory rights under UK consumer law.
Cancelling an Online Order
If you are a consumer purchasing online, you will normally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
To exercise your right to cancel, please contact Cottura Design within 14 days of receiving your order and clearly tell us that you wish to cancel.
Once you have notified us of your cancellation, the goods must normally be returned to us within a further 14 days.
Certain products are excluded from the right to cancel, including goods that have been made to your specification, personalised or specially ordered where the applicable consumer legislation permits an exemption.
Returns
Returned products must be handled with reasonable care while they are in your possession.
Where possible, products should be returned:
Complete and with all accessories, manuals and components supplied
In their original packaging
Securely packaged to prevent damage during transportation
In a condition that allows us to identify and inspect the product
You are entitled to inspect goods in the same way that you reasonably could in a physical shop. However, we may be entitled to reduce a refund where the value of the goods has been diminished as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Please contact us before returning any product so that we can provide the appropriate return instructions.
Return Delivery Costs
If you are returning an unwanted product after exercising your statutory right to cancel, you will normally be responsible for the direct cost of returning the goods unless we tell you otherwise.
Some of the products sold by Cottura Design, including kitchen appliances, may be large, heavy or require specialist transportation. Return costs for these items may therefore be significantly higher than standard parcel delivery.
Where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, your statutory rights apply and we will arrange the appropriate remedy and, where applicable, cover reasonable return or collection costs.
Refunds
Once a return has been received and inspected, we will process any refund due to you.
Where you exercise your statutory right to cancel an online purchase, we will refund payments as required by applicable consumer law, including the cost of our least expensive standard delivery option where applicable.
Any additional delivery costs resulting from your choice of an enhanced or expedited delivery service are not normally refundable.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
We may withhold reimbursement until we have received the goods back or you provide evidence that they have been returned, whichever occurs first, where permitted by law.
Damaged Goods
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives visibly damaged, please contact Cottura Design as soon as possible. Photographs of the product, packaging and any visible damage may help us investigate the issue and arrange an appropriate resolution.
Where possible, please also note any obvious damage to packaging when accepting the delivery.
Reporting damage promptly helps us resolve delivery issues, but this does not remove any statutory rights you may have.
Faulty or Incorrect Goods
If you receive an item that is faulty, not as described or different from the product you ordered, please contact us as soon as possible.
Depending on the circumstances and your statutory rights, we may offer a repair, replacement, price reduction or refund.
Your rights in relation to faulty goods are governed by applicable UK consumer legislation, including the Consumer Rights Act 2015.
Appliances That Have Been Installed
If you believe an appliance is faulty after installation, please contact us before arranging its removal or attempting repairs yourself.
Depending on the product and nature of the fault, the manufacturer may need to inspect the appliance or provide warranty support.
Manufacturer warranties are provided in addition to, and do not replace, your statutory consumer rights.
Exclusions
For hygiene, safety or other legal reasons, certain products may not be returnable once opened, unsealed or used where an applicable statutory exemption applies.
Any such restriction will not affect your statutory rights in relation to faulty, damaged or incorrectly supplied products.
How to Request a Return
To request a cancellation, return or refund, please contact Cottura Design and provide:
Your name
Your order number
The product you wish to return
The reason for the return, where relevant
Photographs where the product is damaged or faulty
We will then provide instructions for the next steps.
Your Statutory Rights
This Refunds & Returns Policy does not affect your statutory rights.
Consumers purchasing goods in the UK have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact Us
If you have any questions regarding a return, refund, damaged delivery or faulty product, please contact:
Cottura Design
59 Sutton Avenue, Langley, Slough, Berkshire, SL3 7AP
louis@cotturadesign.co.uk