1.877.662.4917
Account Sign In |
Account Sign In |
Home > Policies >
OUR WARRANTY
around the world which can stand up to your everyday needs.
We offer a three (3) year warranty on all electric appliances, lifetime on many cookware and knives, and a limited warranty on all
other products we carry.
We require that you register your product, at the time of sale, to be qualified for our extended warranty.
The electric appliances covered under our three year warranty are:
All-Clad, Breville, Cuisinart**, Hurom, KitchenAid, Krups, Nespresso, and Saeco.
Note: Cuisinart** kitchen appliances are covered by a Cuisinart 3-Year limited warranty.
Our warranty covers manufacturer's defects, flaws in production and/or poor workmanship. Our warranty does not apply if the product
failed due to wear and tear, or damage from: over use, storage, accident, dishwasher, excessive heat, abuse, misuse, or it if has been
used or maintained in a manner not conforming to the original product instructions.
The following common issues are not considered defects but misuse, and so are not covered under our warranty.
Cookware: warping, chipping, scratching, damage from storing foods, breakage or cracking of glass or porcelain.
Electrics: commercial use or over use.
Dinnerware and Glassware: metal-marking, chipping, cracking, breakage, smoking/marks from cleaning in a dishwasher.
Knives and Cutlery: chipping, scratching or rusting.
Wood products: splitting, cracking, peeling, warping or staining.
The following companies should be contacted directly for warranty claims:
- Saeco: 1.800.371.7597
- Nespresso: 1.855.325.5781
- Soda Stream: 1.877.436.5866 or by Email: info@sodastream.ca
Our warranty applies to items that were purchased on or after June 1, 2010.
WARRANTY EXCLUSIONS:
Periodically Cookworks brings in items which have a special price for a limited time period. These items will only receive the original manufacturer's warranty as outlined in the product information and are identified as "PROMO" on the original sales receipt. Clearance or display items that are sold as-is are not covered under our warranty. They are noted as "final sale" on the original sales receipt.
WARRANTY CLAIMS:
We require items that are being claimed to be clean, contain all of the original parts, and be accompanied with the original sales receipt. To receive our extended warranty your product must have been registered at the time of purchase. Unregistered products will only be covered by the original manufacturer's warranty.
We may require up to 14 days to determine if an item qualifies for a warranty claim, after which qualifying items will be repaired or replaced with an equivalent item. An in-store credit will be issued if we are unable to replace the item. Refunds will not issued for warranty items.
All shipping costs in returning your product to Cookworks are your responsibility.
For questions regarding a warranty claim, email us at returns@cookworks.ca
RETURN POLICY:
We want you to be happy with your purchase. If you should change your mind we will gladly refund or exchange the product.
Full refunds will be given within 30 days of purchase when you have the original sales receipt. Refunds will be given back on the original tender used to make the purchase.
Items can be exchanged within 90 days of purchase when you have a gift receipt and/or the original sales receipt. If you are unable to find a suitable product we will issue you an in-store credit. Store credits are not redeemable for cash.
Gift registry items can be exchanged up to 90 days after the event date or purchase date, whichever is later.
We are sorry but we cannot accept returns or exchanges on gift cards, special orders, final sale items, or items which have been used and/or are missing their original packaging. Special promotion items can only be exchanged. We will not accept returns or exchanges without the original sales receipt or gift receipt, and we are unable to retrieve lost receipt information.
At any time we may assess a 25% restocking fee for items we feel have been used for photo shoots, movie sets or other commercial purposes.
GIFT WITH PURCHASE:
Any Gift with Purchase or Promotional give away that was issued with the original purchase should accompany the return. If you choose to keep the bonus gift, your account will be charged for its value.
WEB ORDER: Damaged in Shipping
It is highly recommended that you inspect the product(s) upon delivery for visible damage and/or breakage. Damage claims must be made within 3 days of receipt of delivery by emailing sales@cookworks.ca. Goods must be returned in original packaging.
If your shipment was damaged in transit, we will gladly send you a replacement. In the event that an exact replacement is unavailable, we will offer an alternative product with similar features. If you do not want the alternative product, we will gladly give you a refund for your original purchase when we receive the return of your original product. Any product(s) returned must follow our Exchange / Return Policy. Contact Customer Service to proceed.
If you receive damaged merchandise, please take the following action:
1. Keep all of the packaging materials, box, and damaged items. Carrier may need to inspect the package.
2. Take photos of the damaged item and any damage to the shipping box.
3. Send us an email about the damage; include description and photos of damage.
4. Please be sure to include your full name, web order number and phone number used for the purchase.
5. Be patient. We will issue a full refund or ship out a replacement item as soon as possible.
WEB ORDER: RETURNS & EXCHANGES
Items purchased online follow the same return policy as items purchased in-store. You can return / exchange item(s) purchased online by visiting one of our stores or by mailing the item(s) at your cost back to Cookworks.
All shipping costs in returning your product to Cookworks are your responsibility. If your order was shipped to you under our "free shipping" offer then our actual shipping cost will be deducted from your refund.
For questions regarding returns and exchanges, please email us at returns@cookworks.ca
Please note that shipping, delivery, and handling fees are non-refundable.
Please mail returns to:
Cookworks
377 Howe Street
Vancouver, BC V6C 3N2
Please send all returns securely wrapped, as we cannot return or exchange items that arrive damaged due to poor packaging.
PRICE ADJUSTMENTS:
Cookworks is always trying to pass on savings to our customers. If you see we have lowered the price on an item you purchased within the past 30 days, we will offer you a one-time price adjustment on your purchase, providing you acknowledge it with the original sales receipt.
PROMOTION AND COUPON USAGE GUIDELINE:
A coupon and promotional code can only be used towards non-sale items and cannot be combined with any other promotion or special. Coupons and Promotions cannot be used towards orders already placed.
To prevent abuse, we reserve the right to discontinue or modify special offers at any time without notice.
ABANDONED ITEMS:
Items that have not been picked up from our stores within 90 days of the transaction date will be considered abandoned and will be donated to charity. We will attempt to contact you a minimum of 3 times within the 90 day period before we deem an item abandoned.
