Returns & Refunds Policy

This Returns & Refunds Policy applies to all purchases made online at nottinghamroadstore.co.uk, operated by Nottingham Road Store.

We want you to select your kitchen supplies, cookware, and wash stands with complete confidence. If an item does not suit your space, hob setup, or aesthetic requirements, we offer a clear 28-day return policy.

This policy operates in full compliance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy limits or excludes your statutory consumer rights under UK law.

1. 28-Day Voluntary Returns Policy

We provide a voluntary 28-day return policy for eligible change-of-mind purchases, calculated from the verified date of delivery.

• Return Window: 28 calendar days from delivery.
• Return Shipping Cost: Free (£0.00) when using our prepaid return service.
• Prepaid Return Label: Included inside your original delivery package.
• Restocking Fee: £0.00 — we do not charge restocking, handling, or administration fees.

If your prepaid return label is missing, damaged, or cannot be used, please contact us at support@nottinghamroadstore.co.uk so our team can provide a replacement label before you dispatch the parcel.

2. Statutory Cancellation Rights

Our 28-day voluntary return policy operates in addition to your statutory cancellation rights under the Consumer Contracts Regulations 2013.

Under UK law, online consumers have the statutory right to cancel an eligible order within 14 calendar days of receiving the goods without giving a reason, and a further 14 calendar days from notifying us to return the items. Our commercial 28-day return period does not reduce or restrict these statutory cancellation rights.

3. Condition of Change-of-Mind Returns

For change-of-mind returns under our voluntary policy, cookware and wash stands should be returned unused, undamaged, and uninstalled, accompanied by all supplied lids, handles, fixings, and user manuals.

Customers are entitled to open packaging and handle items as they reasonably would in a retail shop (such as examining pan weight, dimensions, handle comfort, and wash stand build). However, items must not be used for actual meal cooking, placed over stovetop heat, washed with abrasive scouring pads, or permanently assembled/plumbed in a manner that causes physical scratches, dents, or wear.

Where handling goes beyond what is reasonably necessary to inspect the goods and causes a reduction in their commercial value, we may make an appropriate deduction from the refund where permitted by UK law. Any such deduction relates strictly to genuine diminished value and does not constitute a restocking fee.

4. How to Return an Item (Step-by-Step)

1. Prepare Your Return: Repack the unused item securely in its original protective product packaging, ensuring all glass lids, removable handles, and fixings are included.
2. Attach the Prepaid Label: Affix the prepaid return label (included inside your original delivery parcel) firmly to the outside of the box, covering any previous delivery barcodes.
3. Drop Off the Parcel: Take the parcel to the designated UK postal or courier drop-off location indicated on the prepaid label. Please retain your proof of postage receipt until your refund is fully settled.

Please do not send returns directly to our business premises without prior confirmation of the designated return logistics arrangements.

5. Faulty, Damaged, or Incorrect Products

Under the Consumer Rights Act 2015, all goods supplied must be of satisfactory quality, fit for purpose, and as described.

If your cookware or wash stand arrives damaged, is faulty, or contains missing parts, contact us at support@nottinghamroadstore.co.uk with your order number and photographs where available. Photographs are helpful to expedite investigations but are not a mandatory prerequisite for exercising your statutory rights.

For qualifying faulty goods, UK consumers have a 30-day short-term right to reject the product and receive a full refund. Beyond this initial period, statutory rights to a free repair, replacement, or price reduction apply. Customers will never be charged return shipping or handling fees for faulty or incorrectly supplied items.

6. Refund Processing & Payment Settlement

• Inspection & Refund Initiation: Returned goods will be inspected and any approved refund initiated within 3 calendar days of receipt at our return facility.
• Refund Method: Refunds are credited strictly back to the original Visa or Mastercard used for checkout.
• Settlement Currency: All refunds are issued in British Pounds Sterling (GBP / £).
• Card Posting Time: Following initiation, card issuers and clearing banks typically require an additional 3–5 working days to reflect the credit on your bank statement.

Our standard refund arrangements do not extend or delay any applicable statutory refund deadline required under UK law.

7. Customer Support & Business Information