Returns & Refunds Policy
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Returns & Refunds Policy
At Delmont & Co., we are committed to providing a simple, transparent and satisfying shopping experience. This policy sets out your rights and the conditions that apply to returns, refunds and order cancellations.
1. 30-Day Guarantee. Defective or Damaged Products
You benefit from a 30-day guarantee from the date you receive your order. This guarantee covers exclusively:
- Verified manufacturing defects.
- Products damaged during delivery.
- Products that do not match the description on our website.
In these cases, we will replace the product or issue a full refund, at your choice, at no additional cost.
2. Items Not Eligible for Return or Exchange
For reasons of hygiene and food safety, our frying pans and cookware that have been used cannot be returned, exchanged or refunded.
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(3)(b), the right to cancel does not apply to goods that have been sealed for health protection or hygiene purposes and have been unsealed and used after delivery.
A product is considered used if it has been used for cooking or shows any signs of use (food residue, heat marks, scratches, grease marks, etc.). In such cases, no refund or exchange can be granted.
You are free to unpack and visually inspect your product to verify its condition, without using it for cooking.
3. Sale and Promotional Items
Items purchased with a promotional discount, discount code or special offer (sales, flash sales, bundles, limited offers, etc.) are not eligible for a refund.
By taking advantage of a promotion, the customer acknowledges having received an exceptional commercial benefit that excludes any possibility of a subsequent refund. This measure allows us to continue offering competitive prices to all our customers.
4. Order Cancellation
You may request the cancellation of your order as long as it has not been dispatched, by contacting our customer service team as soon as possible at delmontcoshop@gmail.com.
Any accepted cancellation will be refunded in full to your original payment method.
Important: once the order has been dispatched, it can no longer be cancelled. Only the conditions of the 30-day guarantee (section 1) remain applicable.
5. Damaged or Defective Product on Arrival
If you receive a product that is damaged, defective or does not match its description, please contact our customer service team within 48 hours of receiving your parcel.
To help us process your request, please include:
- Your order number.
- Clear photographs of the product and its packaging.
- A precise description of the issue.
Contact: delmontcoshop@gmail.com
6. Refund Process and Timescales
Once your request has been approved by our team, the refund is issued via the same payment method used for the original purchase.
Processing typically takes between 5 and 10 working days, depending on your bank's own processing times. No refund can be issued in cash, by cheque, or to a payment method other than the one originally used.
7. Customer Service
For any questions regarding your order, a return, an exchange or a refund, our team is here to help:
We aim to respond within 24 to 48 working hours.