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Return Policy

Please note: There are no facilities for customer collections or returns to our registered address. Any returns to the registered address will be invalid, please follow the returns procedure below which is easy to do.

Please return items to us by following the steps below
1. Log in to your account and go to 'Product Returns'.
2. Find the order that includes the item you want to return and click the ‘Return Item’ button.
3. Select your reason for return and type of return from the drop down menus. Don’t forget to add any useful notes in the text box provided.
4. You will then receive an email with a charge for the collection and return, click 'pay now' and follow instructions.
5. Our courier will then collect the goods from your delivery address within 48 hours. If you would like to return using your own postage service see below ' Can I return the goods to you myself?'
6. Once we have received the products and identified the fault or incorrect item sent you will be refunded the cost of the collection charge, if it was an unwanted item or ordered in error the collection charge will not be refunded

 

Return Unwanted Items
Please note that we will not refund any collection fees for unwanted items. We will only refund products returned within 14 days that are in a resaleable condition.
Unwanted Items also have a restocking fee of £15.00 or 15% which ever is greater. This is payable upon return application being accepted.

 

Return Incorrect Items
Goods that are missing or incorrect from delivery must be reported to Catering24 in writing within 7 days from delivery.

When the items are received into our warehouse they will be checked whether they are incorrect. Once approved you will then be refunded for the collection fee and incorrect product only if in a resalable condition. If not in a resalable condition you will be charged for the incorrect product. If approved that the product that was sent was incorrect we will then send out the correct product.
Return Damaged Items
Goods that are damaged due to delivery must be reported to Catering24 within 24 hours with a photo of the damaged product and packaging. 
Once you have processed the return through the procedure above it will be collected for you and returned to our warehouse
When the items are received into our warehouse they will be checked for damage. Once approved you will then be refunded for the collection fee and sent a replacement.

 

Return Faulty Items
Faulty items sent back to us will undergo a manufacture inspection. It may also be necessary to send the item away to the manufacturer to confirm the fault. Once we have received your item back we will inform you how we need to proceed.

Please note: items over 14 days old will not be able to be replaced or refunded.

 

Return & Cancellation of Equipment Items
On top of our usual return policy, equipment products also have a restocking fee of £15.00 or 15% which ever is greater + VAT. This is payable upon return application being accepted, this also applies to orders cancelled before dispatch as light equipment is ordered in specifically to order.

 

Can I return the goods to you myself?
Yes, you can return items at your own postage cost, however we do recommend you take advantage of our collection service. If returning faulty or incorrect items we will cover up to a maximum postage cost of £9.00 + vat once the goods have been confirmed as faulty or incorrect we will reimburse your postage cost. If you are returning goods which are an order error or an unwanted item the return cost will not be refunded. Please note that if you choose to use your own postage service that it must be a recorded service and any breakages by your courier will be the customers responsibility.
If you would like to return using your own postage service please process your return as instructed above and we will provide you with a returns slip & returns address.
If you would like to use out collection service with a reliable courier. The cost of returning a parcel is £9.90 + VAT which will be refunded to you upon inspecting the goods if they are being returned as damaged, faulty or incorrect. If they are an order error or unwanted the return cost will not be refunded.


Our collection service is to make it as simple for you as possible, no time wasted going to the post office, working out prices for couriers and is collected from your door.

 

Certain Goods cannot be returned for hygiene purposes. Certain Goods such as knives must be returned in adequate postal packaging for health and safety reasons.