If there is a fault with your product, you have the right to make a complaint regarding defects that occur within three years from the date of delivery (the liability period). You must always report the issue within a reasonable time from when you discovered, or should have discovered, the fault. Your right to make a complaint expires no later than two months after the three-year liability period has ended.

If you wish to make a complaint about a product, please contact our customer service department in the first instance via email at info@myrangecooker.co.uk or by phone on 0203 8087702. Please always refer to your order/invoice number when contacting us.

In the event of a complaint, we will primarily repair the product. We work with external technicians who can carry out repairs on-site at your location.

You are responsible for checking your goods before booking any tradespeople in order to minimise additional costs.

Please ensure that you inspect your product upon delivery. Any transport damage must be reported to the driver upon receipt and to us within 7 days of delivery.

If you install an external plinth on a product purchased from us, it must be possible to remove it again. In the event of a complaint, any additional costs arising from custom modifications will be the responsibility of the customer.

An administrative fee is charged per order when purchasing spare parts:

• Private customers: £ 12
• Business customers: £ 9

Complaints are primarily handled via email. To enable us to process your case efficiently, we require documentation that clearly shows the issue – this may include photos, videos, or audio files depending on the nature of the problem.

We therefore ask that all information is submitted in writing. This helps us assess your case more accurately and ensures we can assist you as quickly as possible.

As multiple case handlers may work on your claim, written communication ensures that your case can continue to be processed even if your initial contact is unavailable, for example due to illness or holiday.

Thank you for helping us help you!

When you submit a complaint, our case handler will assess which solution is most appropriate in your specific case. The decision is based on the information you have provided and may vary depending on the type of fault and the extent of the issue.

• Price reduction
• Delivery of spare parts
• Repair
• Replacement of the product or return of the defective item
• Cancellation of the purchase with a full refund

If a replacement is approved, we will normally need to receive the defective product, unless otherwise stated by your case handler. Please do not dispose of the product without our approval, as this may affect your right to compensation.

If a refund is issued, it will be made to the same card, account, or payment method used for the purchase. If payment was made via bank transfer, we will require your bank details to process the refund.

Please do not hesitate to contact us if you have any questions – we are here to help!

Before returning a product, it must be dismantled (if applicable) and properly packaged. Please note that the entire product must be protected – partially packaged items will not be accepted.

We recommend using the original packaging if available. Otherwise, suitable protective packaging of equivalent quality may be used. Please note that blankets, plastic bags, or similar materials are not considered sufficient protection.

Please also note that Myrangecooker.co.uk does not cover costs related to dismantling or reinstallation required for returning the product.

As the customer, you are responsible for any transport damage to returned products if the packaging is inadequate. The same applies if insufficient packaging results in higher shipping costs.

If you need assistance or advice on how to package a product, please contact our <a href="contact">customer service</a> – we are happy to help.

Some products require simple assembly, adjustment, or installation, which is not included in the purchase. This is not considered a defect but a normal part of handling the product after delivery.

If you have any questions or need assistance, our customer service team is here for you. We are happy to provide guidance, tips, and advice. If the manual is missing upon unpacking, we will gladly send you a new one.

At Myrangecooker.co.uk, we continuously work to improve and develop our products, both in terms of functionality and design. Our goal is to provide you with the best possible product experience.

As part of this process, minor changes may occasionally occur, for example in details such as the display design, buttons, controls, or handles. These adjustments do not affect the product’s functionality, but may result in slight differences compared to the product images on our website.

We update our images as soon as possible, but in some cases there may be a delay.

Thank you for your understanding – and for choosing to shop with us!