Refunds and Disputes
Faulty goods
If you discover the goods are faulty, you must notify us within five days of the date of delivery by telephone on 01964 562413, by email to customerservice@tonycook.co.uk or in writing to the address below. If it becomes apparent within a reasonable period of time after the date of delivery that the goods are defective; that is, it was not readily apparent that there was a defect immediately such as with the purchase of a wedding gift, you should notify us as soon as it is known. To assist the process you should obtain the full name of the person you contact.
Please note that the term ‘reasonable period’ will depend upon the nature of the goods and their intended purpose.
We may want to inspect the goods and ask that you return them to us except in the case of bulky, heavy, dangerous or live goods where we may wish to send a representative to inspect the goods instead. We will notify you of which action we intend to take.
If we agree that the goods are faulty and that the fault was not caused by your neglect or misuse of the goods, we will replace or refund the goods including delivery charges and reasonable costs that you have incurred in returning the faulty goods to us.
The following terms apply:
- You must take reasonable care of the items whilst they are in your possession.
- The goods must be unused, as new, in saleable condition except for the identified fault and returned with the original product packaging.
- To ensure safe return we suggest that you get returned goods signed for.
- We will refund the purchase price or exchange the goods when we receive the goods back from you in an undamaged state except for the identified fault.
- Where products are returned in store we may ask for identification (proof of ownership) to help combat fraud.
Incorrect goods sent
If we send you incorrect goods, you must notify us as soon as you discover the mistake and within five days of the date of delivery or within a reasonable period by telephone on 01964 562413, by email to customerservice@tonycook.co.uk or in writing to the address below. To assist the process you should obtain the full name of the person you contact.
Please note that the term ‘reasonable period’ will depend upon the nature of the goods and their intended purpose.
We may ask that you return the goods to us except in the case of bulky, heavy, dangerous or live goods where we may wish to send a carrier or representative to collect the goods instead. We will notify you of which action we intend to take.
We will then either send you the correct items as soon as we have received the returned goods or refund the price of the goods and all delivery charges and reasonable costs that you have incurred in returning the incorrect goods to us.
The following terms apply:
- You must take reasonable care of the items whilst they are in your possession.
- The goods must be unused, as new, in saleable condition and returned with the original product packaging.
- To ensure safe return we suggest that you get any returned goods signed for.
- We will refund the purchase price or exchange the goods when we receive the goods back from you in an undamaged state.
- Where products are returned in store we may ask for identification (proof of ownership) to help combat fraud.
Incorrect goods ordered
If you find that you have ordered incorrect goods, you should notify us immediately and no later than five days of the date of delivery by telephone on 01964 562413, by email to customerservice@tonycook.co.uk or in writing to the address below. To assist the process you should obtain the full name of the person you contact.
We may be unable to replace or refund items not notified within five days of the date of delivery.
- You must take reasonable care of the items whilst they are in your possession.
- The goods must be unused, as new, in saleable condition and returned with the original product packaging.
- Orders which are made to measure, cut or mixed to your requirements cannot be exchanged or refunded (unless they are faulty).
- To ensure safe return we suggest that you return any goods using registered post or get them signed for.
- We will only refund the purchase price or exchange the goods when we receive the goods back from you in an undamaged state.
- Where products are returned in store we may ask for identification (proof of ownership) to help combat fraud.
Cancelling your order
We are happy to cancel your order before despatch or within five days of the date of delivery if you change your mind but cancellation does not apply to goods which have been worn, washed and/or otherwise used.
If you wish to cancel an order please inform us by telephone on 01964 562413, by email to customerservice@tonycook.co.uk or in writing to the address below. To assist the process you should obtain the full name of the person you contact.
The following cancellation terms apply:
- You must take reasonable care of the items whilst they are in your possession.
- The goods must be unused, as new, in saleable condition and returned with the original product packaging.
- Orders which are made to measure, cut or mixed to your requirements cannot be exchanged or refunded (unless they are faulty).
- To ensure safe return we suggest that you return any goods using registered post or get them signed for.
- We will only refund the purchase price when we receive the goods back from you in an undamaged state.
- Cancelled orders are returned at your cost.
- Where products are returned in store we may ask for identification (proof of ownership) to help combat fraud.
Disputes
If you are unhappy with an item we request that you contact us within five days of the date of delivery either by telephone on 01964 562413, by email to customerservice@tonycook.co.uk or in writing to the address below. To assist the process you should obtain the full name of the person you contact.
We will be happy to discuss the matter so that we can attempt to put things right as quickly as possible. If we agree with your request, we will either replace the item or refund any monies you have paid to us within five days including delivery charges. If we are unable to reach a satisfactory conclusion or you are not happy with our response you have a right to complain to us.
How to complain
If after contacting us you remain unhappy with our response we ask that you put this in writing to us at the following address:
Customer Services Manager – Website
Skirlaugh Garden & Aquatic Centre
Hull Road
Skirlaugh
Hull
East Riding of Yorkshire
HU11 5AH
Please include the following information:
- Reference number of your online order normally found on all communications with you
- Your full name – we will normally correspond only with the person placing the order so if you are not that person please explain your part in the order
- Your full address
- Your contact telephone number and/or email address
- Full details of the complaint
- Name of our representative with whom you have been dealing
- Copy of any correspondence you have received from us
What happens next
If you have included a contact telephone number or email address we will respond to you to acknowledge it within five working days of receiving your complaint.
Your complaint will be investigated thoroughly looking at all of the relevant information and we will then contact you by letter with our decision.
We aim to conclude the matter within ten working days of receiving your complaint.