Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with all accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.

Change of mind returns

For change of mind returns, the cost of returning the item to us is the responsibility of the customer. We do not provide free return shipping or cover the cost of return postage for change of mind returns.

If you would like to exchange your item for a different product, size or model, we can provide a return label at no cost where you place a new order for the replacement item with us. The original item must still meet our return eligibility requirements.

To start a return, you can contact us at support@hawkinscookers.co.uk. Please note that returns will need to be sent to the following address:

The Direct Tableware Company Ltd
Cutlers House
Lumen Road
Royston
Hertfordshire
SG8 7AG

You can always contact us for any return questions at support@hawkinscookers.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Where an item is confirmed to be defective, damaged or incorrectly supplied, we will arrange and cover the cost of return shipping where appropriate.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and place a separate order for the new item.

Where you place a new order with us, we can provide a return label at no cost for the original item, provided it meets our return eligibility requirements.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing a justification.

The item must be in the same condition that you received it, unused, with all accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@hawkinscookers.co.uk.