Shipments and returns

Policy

 

Collecting from Cooking Good

Collections are more than welcome at our premises in Hale, Cheshire. If you require collection please inform your salesperson at the time of ordering. They will thn advise you whether the item is in stock and arrange a collection time and day for your convenience. We stock most items on our site, but please check the item is in stock before you visit us.

We are open 7 days a week and collections can be made any day during opening hours. Our warehouse staff will help you with your item(s) into your vehicle. Please make sure you arrive in a suitable vehicle to collect the item you wish to purchase. If there is any doubt our staff will be more than happy to help.

Delivery

Delivery is free for items on our site over £100. Delivery is to mainland UK only. If you live in Highlands or Islands you must check delivery costs with us before purchasing. If there is likely to be a problem with access for a large 7.5 tonne lorry, please contact us in advance of placing your order. Examples of areas that we cannot deliver to are: long, graveled drives, areas inside walled cities with height restrictions from all directions, narrow lanes. We may be able to make alternative delivery arrangements if you contact us in advance.

If the carriers are unable to deliver to you, they will charge us for the failed delivery and the return. If you have not told us of any potential problems, we shall have to hold you liable for these charges.

If you cancel an order after we have started to ship it or refuse an item for no good reason, we regret that we have to make a shipping charge to return it to our warehouse, even if the products have not reached your address.

We despatch items as quickly as possible and in many cases items will be with you in 24-48hrs. We do advertise items that are 'to order' and may have longer lead times. Please always check availability and lead times before ordering. We will contact you to arrange a suitable delivery day. Please be aware that you will have to be available on that day between 9am and 6pm. The carriers will not be able to bring the goods inside. This is for insurance and health and safety reasons. If you require delivery insode your home, please ask your sales person and for a fee we will be able to arrange a '2 man' delivery service where the item is brought into your home and unpack in the position you require

Delivery is usually made on a pallet if the order is large, or by courier delivery if the order is smaller.

Please ensure that there will be someone at the delivery address on the day scheduled for delivery, available to help the driver unload and take the items to the delivery destination.

IMPORTANT: ALL ITEMS MUST BE CHECKED IN FULL BEFORE YOU SIGN FOR THEM IN GOOD CONDITION. THE DRIVER MUST WAIT WITH YOU WHILE YOU CHECK THE PACKAGE. IF THEY WON'T WAIT YOU MUST SIGN FOR THEM AS 'DAMAGED'. ONCE ITEMS HAVE BEEN SIGNED FOR 'IN GOOD CONDITION' WE CANNOT ACCEPT ANY LIABILITY FOR DAMAGED OR MISSING ITEMS.

Ordering

When an order is placed with us you will receive an email with your invoice and details of the products you have ordered. We ask all customers to double check that what has been ordered is correct, we will allow 12 hours after ordering for you to check your order, this applies to internet and telephone orders.

Installation

It is your responsibility to choose a product of appropriate fuel type, chimney needs and dimensions.

Once we have delivered your product, you are responsible for storage and installation.

We recommend that you do not book a date for fitting until the item has been delivered.

If you are using our installation service your items will be delivered on the day on installation.

 

Costs incurred by you

We are not liable for any costs incurred by you or any loss of earnings. For example if a delivery is delayed in anyway and you have to rebook an installer then we are not liable for any extra charges that the installer may charge you. We always recommend that you do not book an installer until you are in receipt of the goods. We are also not liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed.

Cancellations & Returns

 Cancellations must be in writing by post or by email to returns@cookinggoodonline.co.uk quoting the invoice number.

You have the right to receive a refund within 30 days of cancellation. We normally pay refunds within 14 days of cancellation or the goods being returned safely (whichever is the later). We will make a deduction from the refund to cover the full cost of delivery.

You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging.

The goods must not have been fitted, installed or used in any way.

The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition.

Any returns will be charged a 25% restocking fee and delivery costs will be deducted unless the return is a result of a mistake by thegreenercompany.com.

The customer is responsible for all return costs unless we agree to cover the costs as a good will gesture. In that case please provide proof of fair delivery charges which we will reimburse.

Our Returns Policy

We strive to supply goods in excellent condition. Stoves and fireplaces are both heavy and fragile, and need careful handling until installed.

We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer's guarantee.

We cannot accept return of products which are damaged after delivery.

All returns must be sent via recorded or registed delivery

We will not accept a package without a valid returns form.