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Customer Care

We look after our customers

Our terms and conditions comply with UK legislation, including the Distance Selling Regulations and are designed to ensure that all of our customers can shop easily and with confidence. Please print and keep a copy for reference.


All prices are in £ sterling and exclusive of VAT and delivery. You may pay by any major credit card or debit card. Prices, offers and products are subject to availability and may change and any savings shown are based on the manufacturer's list price.

Accepting orders and security

When you place an order we will treat it as an offer to buy. We will send a confirmation e-mail with your order number, at which point we make a legal contract with you. However, we will be entitled to refuse to accept your order if we feel it necessary, in which case we will e-mail you as soon as we can to let you know.

In deciding whether to accept your order we may use the information you have given to us, or we already hold about you, to confirm your identity. This assists us to protect you and us from fraudulent transactions.

If we decline your offer on security grounds we may contact you to seek an alternative payment method or to advise you of the location of your nearest store.

Age Requirements

To order a product there is a minimum age requirement of 18 years, by ordering you confirm you are of the required age.


Delivery is restricted to the United Kingdom. All deliveries must be signed for and you should keep your receipt, any damaged goods must be signed for as damaged. Any goods signed for as undamaged will not be able to be claimed for.

We will do everything we can to meet delivery times described in the relevant section, but delivery times may be affected by factors beyond our control. (Availability, inclement weather, road closures etc.) therefore, they cannot be guaranteed.

We will need to be made aware of any restrictions in place that may affect any deliveries at the point of order to avoid any additional charges. Examples are weight limits or pedestrian zones.

Spare Parts

All spare parts are special order items and are therefore non-returnable.

If a spare part is believed to be faulty we will require a detailed engineers report explaining the fault as well as full details of the qualified engineer that installed the part itself, confirming that they were qualified to work on the piece of equipment and the part itself. We will also need details of when the part was fitted and when it failed. Any spare parts that are delivered damaged must be reported within 24 hours of receipt.

Cancellations and Returns

As a catering equipment supplier to the trade only, all returns are subject to authorisation by Chefware Ltd  and the manufacturer and are potentially subject to a restocking fee.

Any goods to be returned must be unused and still in the original packaging. Any goods not meeting these criteria will not be able to be returned. In all cases when an item is returned, there will be a restocking charge (amount to be confirmed at time of return) and all returns must be notified within twenty-four hours of the delivery and will need written confirmation of the above points by the client.

It will be the customer's responsibility to return the goods via a suitably insured delivery service and the customer will have to cover any associated costs. If any of these points are not met, the item will not be able to be returned.

You may normally cancel your purchase prior to the item being delivered subject to that item not having been dispatched. There may, however, be a cancellation fee in some cases.

Faulty Products & Warranties

Faulty products will be covered by the manufacturer’s warranty supplied with the item via the manufacturer or master UK distributor, not Chefware Ltd.

Responsibility for this warranty is held with the manufacturer or master UK distributor though this does not affect your statutory rights. In this instance a repair of the item will take place by the manufacturer or authorised agent of the manufacturer or if the unit is beyond economic repair a replacement item may be supplied.

However, this is entirely at the discretion of the manufacturer.

Any call outs that are caused by user error or misuse will be chargeable to the customer.

All labour warranties are only applicable for mainland UK and any other sites outside of this will only receive a parts only warranty. Please note that certain consumable items will not be covered under warranty such as bulbs, door seals and elements. If you are unsure at any point what is covered and what is not covered by warranty please contact the office.


Sales on the website are governed by English law and you agree to submit any dispute to the non-exclusive jurisdiction of the English courts.

All orders are subject to these terms and conditions and no amendments will be accepted by us.

Any links within this site to other websites are not covered by this policy and we accept no responsibility or liability for the content of the websites which are not under our control.

These terms and conditions do not affect your legal rights

Contact Us

  • 07977 129485

Company Reg. No: 08957952
VAT No: 188 2261 86