Cook-Out Return Policy

Commitment to Customer Satisfaction

At Cook-Out, we are dedicated to providing our customers with high-quality outdoor cooking equipment and exceptional service. Should you find yourself dissatisfied with your purchase, we offer a comprehensive return policy to ensure your peace of mind.

Return Eligibility

Returns are accepted under the following circumstances:

  • Defective or Damaged Goods: Items received in a damaged or defective state.
  • Order Discrepancies: Items received that do not correspond with the original order.

Return Timeframes

  • Damaged Goods: Notification of damage must be provided within 72 hours (3 days) of receipt.
  • Defective Goods: Returns for defective items are subject to the warranty provisions as outlined by the Consumer Protection Act (CPA), with a general timeframe of 6 months from the date of purchase.

Conditions for Returned Items

To facilitate a smooth return process, please adhere to the following conditions:

  • Items must be returned in their original, undamaged packaging.
  • All original components, including accessories, manuals and documentation must be included.

Return Procedure

  1. Initiate Return: Contact our Customer Service Department via email at [email protected], providing your order number and a detailed explanation of the reason for the return.

  2. Return Authorization: Upon review, you will receive a Return Authorization and detailed shipping instructions.

  3. Shipment: Securely package the item and ship it to the following address:

     For Attention: Cook-Out
    17 Saxenburg Road,
    Blackheath
    Cape Town,
    7580
    South Africa

Refunds

  • Upon receipt and thorough inspection of the returned item, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to the original payment method within 14 business days.
  • In the event of a rejected refund, a detailed explanation will be provided.

Shipping Costs

  • Cook-Out will assume responsibility for return shipping costs in cases involving defective, damaged, or incorrect items.

Non-Returnable Items

The following items are excluded from our return policy:

  • Customised or personalised products.
  • Items that have been used unless deemed defective.

Customer Support

For any inquiries or concerns, please contact our Customer Service Department: