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Returns and Cancellations
FAULTY OR DAMAGED ITEMS
If your product arrives faulty or damaged, ZWILLING J.A. HENCKELS will refund the purchase price and delivery charge provided you notify us within 14 days of receipt. ZWILLING J.A. HENCKELS will refund the cost of the cancelled goods plus the original outbound delivery cost, if applicable, within 14 days of receiving acceptable returns.
We will also refund the purchase price together with the delivery charge for any product that develops a fault within a period of 1 year from delivery (other than due to normal wear and tear, failure to follow instructions or misuse, further details can be found under the Warranty section).
For products which develop a fault more than 1 year from delivery our lifetime Warranty may apply (subject to exclusions) where ZWILLING will repair your item where possible, or replace it on a like for like basis. Further details can be found under the Warranty section. A pre-paid label may be provided dependent on the circumstances.
To return a faulty product please contact the ZWILLING UK customer service team at email@example.com or 0845 262 1731 to obtain a returns label (proof of purchase required).
Please also enclose a completed returns form in the parcel.
If you are from outside the UK but within the EU please contact us before sending back the goods so that we can ensure a smooth returns process. We will reimburse you the cost of returning the faulty goods.
This returns policy does not affect your legal and statutory rights.
If you wish to cancel your order you have 14 days from the day you receive the goods to cancel. Notification of your cancellation must be received via email within 14 days of the receipt of the goods to firstname.lastname@example.org. You then have a further 14 days in which to return the cancelled goods.
The customer must return cancelled goods and is responsible for the cost of return delivery and obtaining proof of postage. Please enclose a completed returns form in the parcel. Unwanted goods must be unused and returned in their original condition and packaging. Any products purchased as a set must be returned as a set, individual items will not be accepted. We do not charge any re-stocking or administration fees for returned goods. Whilst the goods are in the customer’s possession, the customer has a duty to take reasonable care of the products and to take reasonable care when returning the products so they are not damaged in transit.
The returns address is:
ZWILLING UK Web Returns
Unit 4 Sence Court
ZWILLING J.A. HENCKELS will refund the cost of the cancelled goods plus the original outbound delivery cost, if applicable, within 14 days of receiving acceptable returns. The cost of return delivery is paid for by the customer.
ZWILLING J.A. HENCKELS reserve the right to make a deduction from the refund for any diminution in value of the goods caused by unreasonable handling of goods prior to their return. Reasonable handling of cancelled goods is defined as: “The extent to which a customer can handle goods is the same as it would be if you were assessing them in a shop.”
Please note that your right to return unwanted goods does not apply to personalised products such as engraved knives.
EXTENDED CHRISTMAS RETURNS POLICY
We extend our returns policy terms for items purchased within the Christmas period. Customers have until 17th January the following year to return any products bought between 1st November and 31st December of the preceding year.
CHANGING AN ORDER
Unfortunately, it is not possible to amend an order once it has been placed.
GOODS LOST IN TRANSIT
ZWILLING J.A. HENCKELS will send replacement goods at our cost or offer a full refund including the original outbound delivery charges for goods that are lost in transit. All orders are sent by a courier and will require a signature upon receipt.