General Return Information
1: If you would like to return an item, please contact our customer support via email at (support@gaslandchef.co.uk) Monday - Friday from 9 am -5 pm PST to request a return within 30 days of delivery for a full refund. When contacting our support team ensure you provide them with your return reason.
2: Returns made without approval will not be accepted as to we have different return addresses for different products.
3: For returns due to buyers remorse (ie: Order by mistake, Does not fit, Change my mind, No longer needed, etc) customers are responsible for the return shipping cost along with a 20% restocking fee applied. You should also save your tracking number to confirm when your item has been received at our location. Items being returned due to defects or quality issues a pre-paid return label will be provided to you upon you providing us with any pictures/videos showing the issue you are encountering.
4: If an item is found to be damaged in shipping. Do not accept or sign for the product. Simply refuse the package with the carrier and contact our customer support asap.
1. General Returns
To qualify for a general return, the item(s):
- Must be in resalable condition
- Must be free from scratches and/or defects
- Must not have been installed
- Must be in the original manufacturer’s box and packaging and be free of writing.
- Must not be missing pieces
To initiate a general return, please address your reason.
- Don’t like
- Order By Mistake
- Change Idea
- Don’t need anymore
- Found More Affordable One
- Product Size Doesn't Fit ( Please check if our product size meets your needs before ordering)
2. Defective Returns
To qualify for a defective return, one of the following must apply:
- Item has a defect that hinders its usability for the purpose of which it was designed
- The wrong item was received
- The item does not match the description
- Item arrived damaged
To initiate a defective return, please address which situation the item belongs to.
* If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report the damage.
3. Refund Process
We promise to process the refund within 2 days after the returned item arrives at our warehouse and was inspected to qualify for our general return or defective return situations listed before. You are expected to receive the refund 5-7 business days after we process it.
For a general return, we will deduct 20% of your total refund amount for the reason of return shipping costs and the loss caused to us as a vendor, which means only 80% of your total refund will be sent back to your account. For a defective return, we will bear the return shipping cost and a full refund will be sent back to your account.
4. Which items are eligible for a return?
Most items can be returned within the stated time frame for a refund.
To qualify for a general return, the item:
- Must be in resalable condition
- Must be free from scratches and/or defects
- Must not have been installed
- Must be in the original manufacturer’s box and packaging and be free of writing
- Must not be missing pieces
5. How do I send my return?
We recommend using the packaging from the original shipment. Within 30 days of receiving the goods, please contact our customer service team (support@gaslandchef.co.uk) and we will provide free service; outside of 30 days of receiving the goods, you can also contact our customer service team if it is due to product quality issues.
6. How do I cancel an order?
Because our orders process quickly, there is a very short period of time in which an order can be canceled may be possible to request a cancellation before an order ships by contacting our customer service team.
For refused shipments, damaged shipments, and freight claims filed within 2 business days of receipt, a credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.
7. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
If you notice damage after delivery (concealed damage), you can contact our customer service team. Please provide as much detail as possible about the damage. You will be requested to upload at least 3 photographs to show the damage. We promise to provide solutions and settle down the issue as soon as possible.
We will be able to help with any complaints of damages, including visible or material defects after the product has been installed or altered.
8. I did not receive all my products. What do I do?
There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.
9. My purchase was lost in transit, what should I do?
In case of a lost shipment, please contact our customer service team as soon as possible for assistance.
10. Who will pay for the return?
If the return is due to product quality, We will pay for it; if the return is due to the customer's personal preference, the customer will pay the cost.
