Return Policy

Overview

We offer a 14-day return policy on brand new, unused products. You have 14 days from the date of delivery to request a return. Once your return request is approved, the item must be sent back to our warehouse within 14 days.

1. Eligibility for Returns

To qualify for a return and refund, the following criteria must be met:

  • Condition: The item must be unused, uninstalled, and in the exact same condition as received.

  • Packaging: It must include all original packaging, tags, and instruction manuals.

  • Documentation: A valid proof of purchase is required.

  • Approval: Items returned without prior approval or without the original packaging will not be accepted.

To initiate a return, please email info@ucatering.co.uk or call 01325 448284 with your order number, the item(s) you want to return, and the reason for the return request.

2. Damages and Issues

Please inspect your order immediately upon delivery.

  • Defective or Incorrect Items: If an item arrives damaged, defective, or incorrect, contact us within 24 hours of delivery so we can review and resolve the issue promptly.

  • Used/Installed Items: If a product has already been used or installed, it is no longer eligible for a return. It is instead covered under our 1-year parts-only warranty. In this instance, we require a professional engineer's report confirming the fault before replacement parts can be dispatched.

3. Non-Returnable Items

Certain items cannot be returned, including:

  • Used, installed, or damaged items not caused by transit or manufacturing faults.

  • Special-order, custom-made, or personalised items unless faulty.

  • Items returned without approval or without the original packaging.

4. Return Shipping

  • Faulty or Incorrect Items: If the return is due to our error or a confirmed product fault, we will arrange collection or reimburse reasonable return shipping costs.

  • Change of Mind / Unwanted Items: The customer is responsible for return shipping costs and for ensuring the goods arrive safely back to us.

5. Refunds

  • Once your return is received and inspected, we will notify you whether the refund has been approved.

  • If approved, refunds will be processed to the original payment method within 5-10 working days.

  • Original delivery charges are non-refundable unless the return is due to our error or a confirmed fault.

6. Return Address

Approved returns should be sent to: Cater Solutions Ltd, Unit 5 Rear of, 80 East Mount Road, Darlington, DL1 1LA, United Kingdom.

7. Important Notice on Warranty

Items that have been used or installed are strictly ineligible for return or refund. These items are supported solely by our 1-year parts warranty. Please note that this warranty does not cover labour costs or technician fees; it is for the supply of replacement parts only.