Refund policy

Returns Policy

We want you to be happy with your purchase. This policy explains when you can return an item and the process to follow.

Returns are accepted within 14 days of delivery.
Items must be unused, uninstalled, undamaged and in their original packaging.
Bespoke, customised or made to order products, including special colour finishes or branding, cannot be returned unless they are confirmed to be faulty.
Please contact us by email before returning any item. Returns sent back without prior approval cannot be accepted.
Once authorised, goods must be returned at the customer’s cost and risk. A refund will be issued after the item has been received and inspected.
We recommend using a fully insured and tracked delivery service as we cannot accept responsibility for items lost or damaged in transit.

Products that have been used, installed or assembled, unless they are being returned due to a confirmed manufacturing fault.
Bespoke or made to order items such as custom colour finishes or branded units.
Items that are not in their original condition or packaging.
Consumable items and accessories that have been used or show signs of wear.

If an item arrives damaged or develops a fault, please let us know as soon as reasonably possible with a description and supporting photos or video.
If a fault is reported within the first 30 days of delivery, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015.
After 30 days, we are entitled to repair or replace the item first. A refund is only considered if a fault cannot be repaired or replaced within a reasonable time.

Before any refund or replacement is agreed, we must be given the opportunity to inspect the product either in person or by having it returned to us.
For large or installed products, the customer must allow access for a technician to assess the product in place.
If no manufacturing fault is found after inspection, reasonable costs for call out, collection or redelivery may be charged.

Approved refunds will be processed to the original payment method.
We may make a deduction if the item has been handled beyond what is necessary to check its condition.
Original delivery costs are non refundable unless the item is confirmed to be faulty.
Refunds are processed within 14 days of receiving the returned item and completing inspection.

To request a return or report a fault, please email us at info@charlieoven.com with:

We will respond with next steps and, if applicable, return instructions or an engineer visit date.