Returns Policy
Cancellations & Refunds:
Any orders cancelled after 12 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
We have a 14-day return policy, which means you have 14 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 tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the item's packaging has been opened or used, it will be considered "used" and therefore will not be eligible for return or refund.
Note: The customer takes full responsibility for the condition of the item during its transit back to the specified return address.
To start a return, please contact us at returns@masteroutdoorcooks.com or Call 0333 090 8187.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at returns@masteroutdoorcooks.com
Damages / Faulty Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. Please provide as much detail as possible including photos, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), clearance products, custom made or made to-order products (such as special orders or personalized items), products shipped without a return approval in place, products assembled or installed and products labelled as ''not returnable''.We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Restocking Fees
There are potential restocking fees on items returned (5% of the product price). Customer is responsible for both return shipping costs and associated credit card processing fees on the return shipping. No fee is applicable for returning a defective product.
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 a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, 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 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 returns@masteroutdoorcooks.com. Please note that the original shipping charges are non-refundable when refund is made.
FAQs
Frequently Asked Questions
How do I place my order
How do I place my order?
To place an order with us on Shopify, simply go to masteroutdoorcooks.com, check through the products, and add your chosen items to your shopping cart.
When you are done shopping, go to the check out page. There, you will input your shipping information, select your shipping method, your preferred payment method and enter your payment details.
After this, review to be sure all the information is correct. Click "Pay now" to complete your purchase. Once your order has been placed successfully, a confirmation Email will be sent to you.
What happens after my order has been placed
What Happens After my Order is Placed?
As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment.
Once confirmed we will process the payment and your order will be dispatched within 48 hours. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.
Where does your shipping covers
Currently, we only ship within the United Kingdom.
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 2 working days. We’ll send you tracking details by email within 48 hours of your order being dispatched.
If you have not received tracking details within 5 working days, please reach out to us via email at support@masteroutdoorcooks.com so that we can help. Delivery time takes an average of 7-28 days depending on the brand. Please check out the individual product pages for accurate information.
We offer free delivery on orders above £500 within the United Kingdom. However, kindly note that for Carron Heating ( Fireplaces and Multi-Fuel Stoves ), Shipping Charges applies on orders to Scotland, Scottish Highlands and Northern Ireland. Delivery costs are based per pallet, and not per order. Thank you.
For further enquiries, please contact: support@masteroutdoorcooks.com
What payment method do you accept and in which currency will I be charged
What payment method do you accept?
The payment methods we accept includes major credit and debit cards like Visa, Mastercard, American Express, Apple Pay, Discover, Union Pay. In addition to this, customers can also make purchases via popular digital wallets like Shop pay, Paypal and Google Pay, which provides our customers flexibility and convenience when checking out.
In which currency will I be charged?
All purchases will be charged in GBP (British Pound Sterling). When checking out, the currency in which your purchases will be charged is displayed in GBP. If you’re having trouble checking out, please contact us at accounts@masteroutdoorcooks.com or call 03330908187 so we can help.
What is your Return Policy
We have a 14-day return policy, which means you have 14 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 tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the item's packaging has been opened or used, it will be considered "used" and therefore will not be eligible for return or refund. Returns are not acceptable for clearance, custom made or made-to-order products. We also do not accept returns for products shipped without a return approval in place, products assembled or installed and products labelled as ''not returnable''.
Note: The customer takes full responsibility for the condition of the item during its transit back to the specified return address.
To start a return, please contact us at returns@masteroutdoorcooks.com or Call 0333 090 8187.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at returns@masteroutdoorcooks.com. For more details about our return policy, please visit: https://masteroutdoorcooks.com/pages/delivery-returns.