We want you to be completely happy with your sous-chefshop.com purchase. If you are not satisfied with any item, you can return it to us for a full refund or exchange, subject to the terms outlined below.
This policy applies to items purchased from our website, sous-chefshop.com. It does not apply to items bought from other retailers.
Your Right to Cancel
You have the right to cancel your order for any reason from the moment you place it until 30 days after the day you receive the goods.
To meet the cancellation deadline, you must notify us of your decision to cancel before the 30-day period has expired.
Returns Process
If you wish to return an item, please follow these steps:
- Notify us of your intent to return an item. You can do this by logging into your account on our website, navigating to your order history, and selecting the relevant item to initiate a return. Alternatively, you may contact us to request a return.
- We will then guide you through the return process and provide you with the necessary instructions and details.
- Once your return is authorised, you will be responsible for packing the items securely and sending them back to us. We recommend using a tracked delivery service. The cost of returning the item is your responsibility, and this cost is non-refundable unless the item is faulty or we have sent an incorrect item.
- Please return the items in their original, unused, and unopened condition, with all original packaging and labels intact.
Refunds
After we receive the returned item and inspect its condition, we will process your refund. We will notify you via email once this has been completed.
Your refund will be issued using the same payment method you used for the original purchase. Please allow time for the refund to appear in your account after the processing is complete.
Faulty, Damaged, or Incorrect Items
We take great care to ensure your order is packed correctly. However, if you receive a faulty, damaged, or incorrect item, please contact us immediately. We will apologise and arrange for the return and replacement or refund of the item, including covering the cost of return postage.
Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following items unless they are faulty:
- Preserved, chilled, or frozen food products.
- Products that have been opened or used.
- Products that have been personalised or made to order for you.
Exchanges
If you wish to exchange an item for a different product, please process a return for the original item and place a new order for the item you desire.
Late or Missing Refunds
If you haven’t received your refund after we have confirmed processing, please first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have done this and still have not received your refund, please get in touch with us.
Sale Items
Only regular priced items may be refunded. Sale items cannot be refunded, unless they are faulty.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.
Need Help?
If you have any questions about how to return an item, please do not hesitate to contact us.