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Returns, Refund and Warranty Policy

This policy explains the terms under which KBS Cook Ltd accepts returns, processes refunds, handles damaged deliveries, and manages warranty claims for products supplied through kbscook.co.uk.

 

As the majority of products sold by KBS Cook Ltd are commercial catering appliances intended for business use, business-to-business sales form the basis of our trading terms.

 

1. Contact Information

 

KBS Cook Ltd

Email: info@kbscook.co.uk

Website: www.kbscook.co.uk

 

2. Business Purchases (Important)

 

Most products sold by KBS Cook Ltd are supplied to businesses, including limited companies, partnerships, sole traders, restaurants, cafés, takeaways, pubs, hotels and catering operators.

 

Business customers do not benefit from consumer cancellation rights. Returns of non-faulty goods are accepted solely at our discretion and may be subject to inspection, restocking charges, collection costs and administration fees.

 

Any agreed return must be authorised in writing by KBS Cook Ltd before goods are returned.

 

3. Consumer Purchases

 

Where a purchase is made by a consumer for personal use, you may cancel your order within 14 days of receiving the goods.

 

Goods must be returned unused, complete and in a condition suitable for resale, together with all original packaging, manuals and accessories.

 

Refunds may be reduced to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the goods.

 

4. Delivery Inspections

 

Customers must inspect all deliveries immediately upon receipt.

 

Any visible damage, shortages or incorrect items should be noted with the courier and reported to KBS Cook Ltd within 48 hours of delivery.

 

Failure to report transit damage promptly may affect our ability to pursue claims with carriers and may delay resolution.

 

5. Faulty Goods

 

If a product develops a fault, customers must notify us as soon as reasonably possible.

 

We may request photographs, videos, serial numbers, installation details or other information to assist with diagnosis.

 

Where a fault is confirmed, KBS Cook Ltd may, at its discretion:

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  • Supply replacement parts;

  • Arrange repair;

  • Replace the product; or

  • Provide a refund where appropriate.

 

6. Commercial Equipment Installation

 

Gas equipment must be installed, commissioned and serviced by a suitably qualified engineer.

 

Electrical equipment must be installed and operated in accordance with all applicable regulations and manufacturer instructions.

 

Damage resulting from:

 

  • Incorrect installation;

  • Misuse;

  • Neglect;

  • Lack of maintenance;

  • Unauthorised modification;

  • Unauthorised repair; or

  • Failure to follow operating instructions

 

is not covered by this policy or any applicable warranty.

 

7. Returns Authorisation

 

No goods may be returned without prior written authorisation from KBS Cook Ltd.

 

Unauthorised returns may be refused and returned to the sender at the sender's expense.

 

8. Restocking Charges

 

Where KBS Cook Ltd agrees to accept the return of non-faulty goods, a restocking charge of up to 25% of the purchase price may apply.

 

Collection, freight, packaging, inspection and administration costs may also be deducted from any refund.

 

9. Large Equipment Returns

 

Commercial fryers, griddles and other heavy catering equipment require specialist handling.

 

Customers remain responsible for ensuring returned goods are suitably packaged and available for safe collection.

 

Any damage occurring during return transit may affect the amount refunded.

 

10. Non-Returnable Products

 

The following products cannot normally be returned unless faulty:

 

  • Special-order items;

  • Customised products;

  • Spare parts ordered specifically for a customer;

  • Installed or commissioned equipment;

  • Clearance, end-of-line or ex-display items;

  • Consumables and cleaning products.

 

11. Warranty

 

KBS Cook Ltd provides a 12-month parts-only warranty on new equipment unless otherwise stated in the product description.

 

The warranty period begins on the date of delivery.

 

Where a fault is determined to be covered under warranty, KBS Cook Ltd will supply replacement parts free of charge.

 

This warranty covers defects in materials and workmanship arising during normal commercial use.

 

The warranty does not include:

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  • Labour charges;

  • Engineer call-out fees;

  • Travel expenses;

  • Installation costs;

  • Routine servicing and maintenance;

  • Consumable items;

  • Wear and tear;

  • Accidental damage;

  • Misuse or abuse;

  • Incorrect installation;

  • Failure to follow operating instructions;

  • Unauthorised repairs or modifications;

  • Damage caused by power surges, water ingress, cleaning chemicals or external factors.

 

Gas appliances must be installed and commissioned by a suitably qualified engineer. Electrical equipment must be installed in accordance with applicable regulations and manufacturer instructions.

 

Customers making a warranty claim may be required to provide photographs, videos, serial numbers, engineer reports or other information to assist with diagnosis.

 

KBS Cook Ltd reserves the right to inspect products, request the return of defective components, or require additional information before approving a warranty claim.

 

Replacement parts supplied under warranty do not extend the original warranty period.

 

12. Refund Processing

 

Approved refunds will normally be issued using the original payment method.

 

Refunds may be withheld until returned goods have been received, inspected and approved.

 

Processing times may vary depending on the payment provider.

 

13. Limitation of Liability

 

To the fullest extent permitted by law, KBS Cook Ltd shall not be liable for any indirect, consequential or business losses, including but not limited to:

  • Loss of profits;

  • Loss of revenue;Loss of contracts;

  • Business interruption;

  • Loss of goodwill.

 

14. Statutory Rights

 

Nothing within this policy limits or excludes any rights which cannot legally be excluded under applicable UK law.

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