Refund policy

Return and Refund Policy

1. 28-Day Return Policy (Change of Mind)

We offer a 28-day return policy, giving you 28 days after receiving your item to request a return for any reason (e.g., personal preference, incorrect size).

  • Condition: To be eligible, the item must be in its original condition—unworn, unused, with tags, and in its original packaging.

  • Shipping Costs: For non-quality related returns, the customer is responsible for the return shipping fee, in accordance with the Consumer Contracts Regulations 2013.

2. One-Year Limited Warranty (Quality Issues)

At Cookbay, we stand behind the durability of our products. All electrical appliances purchased from us come with a 1-year limited warranty starting from the date of delivery.

  • What is Covered: This warranty covers manufacturing defects and hardware malfunctions (such as heating failures or control panel issues) that occur during normal domestic use.

  • What is Not Covered: Damage caused by misuse (e.g., dropping the item, improper cleaning, commercial use), accidents, or natural wear and tear.

  • Resolution: Within the warranty period, we will evaluate the issue and provide an appropriate solution, such as free repair, a functional replacement, or a partial/full refund.

3. Damages and Issues (Upon Reception)

Please inspect your order immediately upon arrival. If the item is defective, damaged, or the wrong item was sent, please contact us within 24 hours. We will prioritize a resolution to ensure you have a working product without delay.

4. Address Errors & Failed Deliveries

It is the customer’s responsibility to ensure the shipping address is accurate. If a package is returned due to address errors:

  • Reshipment: A standard fee of £4.5 will apply for redelivery.

  • Refunds: If a refund is requested, the original shipping cost incurred by Cookbay will be deducted from the total.

5. EU 28-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 28 days for any reason, provided the item is unused and in its original packaging.

6. How to Start a Return or Claim Warranty

To initiate a request, please contact us via:

  • Email: cookbay1@hotmail.com

  • WeChat: Cookbay01

  • Rednote (小红书): Contact our customer service team (Available 8am - 24pm, China Time).

  • Please provide your order number and, for quality claims, a brief video or photo of the issue.

7. Refunds

Once we receive and inspect your return, we will notify you of the approval. Approved refunds are processed within 1-3 business days to your original payment method.