Returns / Refund Policy

If you are unhappy with your order, for any reason, you can return the item/s to us within 14 days for a full refund, as long as the item is unused and returned, unmarked, in its original packaging. An exception to this 14 day return policy would be where an item has been made to order, in which case it is non-returnable or refundable.

Prior to returning the goods please complete the return request form here - you must have an account to do this online. If you checked out as a guest, please call us on 0800 9550245 for assistance.

Order Cancellations

You have the right to cancel your order within 14 days of purchase. Items should be returned to us, unused and in their original packaging. If you decide to cancel a purchase you must notify us by calling 0800 9550245 or emailing sales@caterpick.com. You must return items by recorded courier, enclosing all the original manuals, paperwork and the invoice. You are responsible for the goods whilst they are in transit back to our warehouse. If a product has been made to order, this policy does not apply.

Goods must be returned in new condition. We reserve the right to refuse goods damaged by the customer,or used, for return. Any goods returned that show signs of use, may be subject to a handling fee. If an item has been delivered and is faulty, please let us know immediately and will arrange collection/replacement, at our own cost. This only applies to faults which are detected at the time of purchase. Any subsequent faults which develop 14 days after purchase, need to be reported to us prior to return.

We charge a re-stocking fee for opened, used and unwanted returned goods. We are unable to sell returned goods 'as new' once they have been returned, therefore, our restocking fee will be deducted from any refund due. If the item is returned, unopened or unused, then the re-stocking fee will not apply.

Goods can be returned WITHIN 14 DAYS and a refund will be issued minus the cost of delivery. This is in most cases except where the peoduct/s have been specifically made to order. In this instance, the products are not returnable or refundable. If the goods are not packaged in their original packaging then a nominal restocking fee will apply.

Any electrical items which have been used for a period of 14 days or more cannot be returned for any reason other than a fault having developed. When a fault does occurr, we will repair and/or replace the item in line with your consumer rights.

All goods remain the property of CaterPick until paid for in full.

Orders are not be dispatched until payment has been processed by credit / debit card, bank transfer or by cheque. We do not offer credit terms.

Our couriers will attempt delivery up to a mximum of 3 times. If a customer is not at their home / business on each attempt, the courier will return the goods to us. In the event of this occurring, we will charge the cost of shipping, each way, for the order. This is non-negotiable and the charges will be deducted from the refund applied to your order.

Faulty Goods or Equipment

Refunds

All refunds for returned items are made upon safe return to our premises and/or to our suppliers. Refunds are only made back to the card, and/or account, that was used for the initial transaction. Refunds may take up to 7 working days to be credited back to your account.

How to return unwanted goods

To return goods, please ring Customer Services on 0800 9550245 or complete the return request form here. It's advisable to obtain a receipt from your carrier or Post Office. We can arrange collection, at your request, prices from £29.50 + VAT per parcel for addresses in the UK. We send pre-paid return labels via email.

For international returns, you need to arrange this with your own carrier and ensure your item is covered by the appropriate insurance to cover you for loss or damage in transit. We do not cover the cost of your return, however, your refund will be made within 7 working days.