Refund policy

Refund Policy

Core Appliances (a trading name of Robust Store Limited) is committed to providing quality kitchen appliances backed by clear, fair returns terms. This policy sets out your rights when returning goods purchased from us, in line with UK consumer law.

Your 14-Day Right To Cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your appliance.

To exercise this right, please contact us at contact@coreappliances.co.uk or on WhatsApp at 07463 135593 within the 14-day window with your order number and reason for cancellation.

Return Conditions

To be eligible for a full refund:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging, including all accessories, manuals, and protective materials
  • All original seals and protective films must be intact
  • The item must be adequately protected for return transit

Items that have been installed, plumbed in, wired in, or otherwise fitted cannot be returned under the 14-day change-of-mind window (though your rights for faulty goods below still apply).

Return Shipping

For change-of-mind returns, the customer is responsible for return shipping costs. For large appliances, this typically means arranging collection with a suitable pallet or 2-person courier service. Return shipping costs for major appliances typically range from £40 to £100 depending on size and location. These costs will be deducted from your refund, or you may arrange your own return transport.

For faulty, damaged, or misdescribed items, we cover all return shipping costs.

Refund Processing

Once we (or our authorised distribution partner) receive and inspect your returned item, we will process your refund within 7 working days. Refunds are issued to the original payment method used at purchase. Depending on your bank, funds may take a further 2-5 working days to appear.

We will notify you by email once your refund has been processed.

Faulty, Damaged Or Misdescribed Goods

Under the UK Consumer Rights Act 2015, you have separate legal rights if your goods are faulty, damaged on arrival, or not as described:

  • Within 30 days of delivery: you are entitled to a full refund
  • After 30 days: you are entitled to a repair or replacement
  • Up to 6 years: for major faults that indicate the goods were not of satisfactory quality when supplied

If your appliance arrives damaged, please do not accept the delivery. If damage is discovered after delivery, notify us immediately (within 48 hours where possible) with photographs at contact@coreappliances.co.uk so we can arrange repair, replacement, or full refund promptly.

Items We Cannot Refund

The following are excluded from our change-of-mind return policy:

  • Items that have been installed, plumbed, or fitted
  • Items where original packaging has been discarded or damaged
  • Custom-configured or special-order products (where notified at purchase)

These exclusions do not affect your statutory rights for faulty goods.

How To Start A Return

  1. Email contact@coreappliances.co.uk with your order number and reason for return
  2. We will confirm eligibility within one working day
  3. We will provide return instructions and, if applicable, arrange collection
  4. Once returned and inspected, refund is processed within 7 working days

Contact Us

For any refund enquiries, please contact:

Core Appliances
Email: contact@coreappliances.co.uk
WhatsApp: 07463 135593
Registered office: 128 City Road, London EC1V 2NX
Company: Robust Store Limited (Companies House 16296595)

Your statutory rights are not affected by this policy.