Return and Refund Policy – Cooklivo

 

At Cooklivo, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return and Refund Policy below for information about return eligibility, refunds, exchanges, and damaged or incorrect items.

1. Return Period

You may request a return within 30 days of receiving your order, provided the item meets the eligibility conditions outlined in this policy.

To begin a return, please contact our customer support team before sending any item back. We will provide instructions on how to proceed.

Nothing in this policy affects any consumer rights that cannot legally be excluded or limited.

2. Return Eligibility

To be eligible for a return, items should generally:

• Be unused and in the condition in which they were received.

• Be returned with their original packaging, where reasonably possible.

• Include proof of purchase, such as an order confirmation or order number.

• Meet any applicable hygiene, safety, and legal requirements.

Certain items may not be eligible for return where permitted by law, including personalised products, perishable goods, sealed products that are unsuitable for return for health or hygiene reasons once unsealed, or items specifically identified as non-returnable before purchase.

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

3. How to Request a Return

To request a return, email us at contact@cooklivo.shop and include:

• Your order number.

• The item you wish to return.

• The reason for the return.

• Photographs, if the item is damaged, defective, or incorrect.

Please wait for our response and return instructions before shipping any item back.

Items sent back without prior contact may experience processing delays.

4. Return Shipping Costs

If you change your mind or no longer want an item, you may be responsible for the return shipping costs, where permitted by applicable law and where this responsibility was properly disclosed.

If an item is damaged, defective, incorrect, or otherwise does not conform to the order, please contact us. We will assess the issue and provide an appropriate resolution in accordance with applicable law.

Original shipping charges and any return shipping charges will be handled according to the circumstances of the return and applicable consumer protection requirements.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will generally be issued to the original payment method.

Please allow 5–10 business days for the refund to appear after it has been processed. The time it takes for funds to reach your account may depend on your bank, card issuer, or payment provider.

If you have not received your refund after this period, please contact us for assistance.

Where applicable law requires a different refund deadline, the legal deadline will apply.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from the item you purchased, please contact us as soon as reasonably possible.

Include your order number, a description of the problem, and clear photographs where relevant.

We will review the issue and explain the available options, which may include a replacement, repair, refund, or another appropriate remedy depending on the circumstances and applicable law.

You will not lose any statutory rights by contacting us under this policy.

7. Exchanges

If you would like to exchange an item, please contact us at contact@cooklivo.shop.

Exchanges are subject to product availability and the applicable return conditions. If an exchange is not available, we will explain the alternative options.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests before the order has been processed or dispatched. Once an order has been shipped, cancellation may no longer be possible, and you may need to follow the return procedure.

Your statutory cancellation rights, including any applicable distance-selling rights, remain unaffected.

9. Non-Returnable Items

Where permitted by applicable law, certain items may be excluded from return, including:

• Personalised or custom-made products.

• Perishable goods.

• Sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

• Products that cannot legally be returned under applicable restrictions.

Any applicable exclusions will not override mandatory consumer rights.

10. Late or Missing Refunds

If your refund has been approved but has not appeared in your account:

1. Check your bank account or payment account again.

2. Contact your card issuer or payment provider, as processing times can vary.

3. Contact your bank if further information is needed.

If you have completed these steps and still cannot locate your refund, email us at contact@cooklivo.shop so we can help investigate.

11. Contact Information

For questions about returns, refunds, exchanges, or cancellations, please contact us using the details below.

Store Name: Cooklivo

Email: contact@cooklivo.shop

Phone: +44 7882 789960

Business Address:
54 Coach Road, Southampton, SO31 4LA, United Kingdom

Website: https://cooklivo.shop

Customer Support Hours:
Monday–Friday: 8:00 AM–11:00 PM
Saturday: Closed

Please include your order number when contacting us about an existing purchase so we can assist you more efficiently.

Thank you for shopping with Cooklivo. We appreciate your trust and the opportunity to serve you.