At Pancake World we take Customer Services matters very seriously. Please ensure you read the returns policy in its entirety before contacting us to return any purchases. Please note that we are a B TO B business only, and only sell to professionals.
Please note the address for all returns:
Pancake World Ltd c/o IMD Ltd, 11c Stephenson Road, Clacton-On-Sea, Essex C015 4XA
Refunds
We will endeavour to deal with any refunds in a prompt manner. We will issue refunds to the debit/credit card used to place the order (via Worldpay or Paypal in most cases), or sometimes via bank transfers in order to limit extortionate bank fees charged by the above third parties. Note that this may take 3 to 5 days to reach your account.
Right To Cancel
You have the right to cancel your order within 14 days from receipt of the goods. We will issue a refund to your debit/credit card when the cancelled goods arrive with us by return postage. Note that delivery charges cannot be refunded and that restocking fees apply to all electrical & gas equipment, as well as starter kits.
Notes:
*for orders and payments which were received from overseas countries, we will issue a refund MINUS the cost of the reversal telegraphic transfer fee which our bank will charge us (25GBP).
Cancellation of worktops and specially ordered griddles
Worktops and certain range griddles are not items that we stock in the UK. They are specially made to order in France and shipped to our logistic partners here in the UK before being shipped out to you. It is a rather lengthy and costly process where Pancake World supports the majority of the ordering and delivering charges applied.
The above items will usually take about 3-4 weeks to be delivered and PW would endeavour to make you aware of how long it should take. You are free to cancel your order within 7 days and will be entitled to a refund within this period of time, however we reserve the right to charge a restocking fee of 20% of the value of goods ordered as those would have been already paid for to our supplier. Past this delay, the order CANNOT be cancelled/refunded as the goods would have been fully paid for, built and especially packaged, ready to comply by UK importing rules, and be shipped out to us. The courier service (pallet) would have also been arranged and paid for, as well as the VAT and customs documents prepared and filled by our French partner.
Return of Callebaut Chocolate/Simply Chocolate Blossoms
Those items are extremely fragile and can suffer from the changes of temperatures from one warehouse to another. Chocolate can melt, or solidify, making it impossible to resell in perfect condition. Note that PW reserves the right to charge a 20% restocking fee for unwanted chocolate that would be returned to us in a less than perfect, re-sellable condition.
Cancellation of all electric or gas apparels & Starter Kits
Pancake World reserves the right to charge a restocking fee of 20% to cover administrative and reconditioning costs linked to the returned of unwanted gas or electric equipment as well as starter kits.
To avoid any of the above, please ensure that you take all the necessary precautions to measure the size of your existing worktops and/or counter tops and/or outlet before ordering the goods from us.
Items Not Required
We endeavour to provide as much information on our products as possible to allow customers to make an informed decision for purchases. If however, you require to return any product, you may do so at any time up to 14 days starting the day after you receive your delivery. Note that we reserve the right to charge a 20% restocking fee on all electrical & gas appliances as well as worktops & starter kits to cover admin & restocking charges. Note that initial delivery fees will not be refunded either and that a pallet courier method MUST be used for the returns of unwanted items if they were delivered on a pallet in the first place.
Important note on the return of batter mixes
Note that bags of batter mix cannot be returned to us – and therefore refunded – for health & safety reasons. This was advised by our Environmental Health Officers (EHO’s) who suggested that “anything could have happened to those bags whilst in transit or at the customer’s premises and that we (PW) wouldn’t be allowed to sell those bags again to other customers once returned. Those would have to be quarantined and destroyed”. As a result, we invite all new customers to select smaller bags as ‘samples’ when ordering from us for the first time, this in order to limit the waste if ever they were unsatisfied with some of our products.
Note on Plugs
Note that all electrical equipment may come fitted with FRENCH plugs and may require UK plug adapters to function. This will in no circumstance qualify the apparel as being ‘improper’ or ‘unfit’ for usage and will not prevent the restocking fee from being charged if the customer decides to return an item to us.
Note once again that we do not cover return postage costs. Items should be returned to us by Recorded Delivery or equivalent service, or palletised for electrical or gas appliances. Please contact us for details and we will be happy to help you choose the right courier. If using Royal Mail, you may obtain a proof of posting at any post office, this is free of charge.
Incorrectly Supplied Items
If you receive incorrectly supplied goods, we will offer prompt replacement, refund or alternative item to the same value. Contact us within 7 days, quoting the order number, and we will arrange for the uplift of incorrect goods and delivery of correct goods.
Defective or Damaged Goods
Please ensure you inspect any goods prior to signing for delivery. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If inspection is not possible please ensure you sign for goods ‘unexamined’ allowing us to lodge claims with our delivery partners.
In ‘Damaged’ goods we understand any imperfection which still allow for a local reparation, swap or repair to be made, without necessitating the intervention of a specialised technician or a full item replacement, or a refund without a restocking fee to be charged. Example: Your griddle is delivered with one of its foot a little bent inwards compared to the others. Unfortunately this is a common issue we have encountered, and we are in active negotiations with suppliers to stop it from happening. Now, while this must be frustrating we understand, this will not be classed as ‘damaged good’ as it doesn’t affect the performance of the machine in any way and can often be dealt with rapidly, i.e. by bending the foot back into place. This is a cosmetic wear as opposed to a ‘Damage’ to the functioning body of the apparel and WILL not automatically constitute a solid base for a return without a restocking fee being charged. The same goes for waffle iron ‘trays’, delivered with waffle irons, or perhaps with 3 pin plugs which could have been a little bent in transit from France. In any of those cases, we understand that those are frustrating experiences and we will happily assist you in a timely manner, i.e by guiding you through a procedure over the telephone, or sending you a replacement part.
In ‘Defective’ goods we understand items which cannot be operated whatsoever due to screws being lose, or fittings being bent. In this case of course would we try our best to substitute the item for a replacement one, this in a timely manner.
Damaged or defective goods should be reported to us with 36 hours of receiving the delivery. Please quote your order number to allow us to find your details efficiently. If reported within 36h we will arrange for the uplift and inspection of goods at our cost. If reported after 36h, the customer will have to bare the cost of sending the item back to us.
Damaged Bags/Tubs of mix
You need to let us know of any damaged bags of mix within 36 hours of delivery. Passed this time and we will not be able to replace or refund the damaged products to you. We can only invite you to inspect your delivery at reception to avoid bad surprises! Bag/Tub breakages are very rare those days (1 bag/tub out of 500?), but we understand it is frustrating when it happens. So please let us know of any of those ASAP, also supporting your claim with photographic evidence. We would then contact you to discuss the various options available.
Warranty jobs
Should we, upon receipt of items, be satisfied as to the alleged defects we will either replace the part(s) under warranty, replace the item itself, or arrange a refund for the full value of the goods if the customer decided that they didn’t want the item after all. Pancake World will incur redelivery postage costs for defective or damaged goods after reparations have been carried out.
Note that all electrical items supplied with a French plug remain under the warranty if the French plug is left as it is for the duration of the warranty (i.e. used with a EU to UK adapter). The warranty of the apparel will be void from the moment a UK plug is fitted by a third party within the warranty period (One year). The only exception to this rule is when CEBIA4 griddles are to be wired using commando or in-wall sockets.
Note that all gas appliances call for the connections to be done & certified by a gas safe engineer in order for the manufacturers’s warranty to be valid in the case of a default. A gas certificate should be produced and kept for records. Pancake World cannot accept liability or take products back under warranty or conduct exchanges for damages occurred following unchecked/uncertified connections.
We advise you return goods using special/recorded delivery or equivalent service. You can obtain a proof of posting certificate free at any post office. Pancake World will not be held responsible for any uninsured items lost in transit, please ensure you at least obtain a proof of posting certificate, which are free at any post office. Anyvan.co.uk and Interparcel.com are also two goods websites to use if you are looking to ship heavy goods back to us at low cost.
To return any items, e-mail us at sales@pancake-world.com quoting your order number. The items should then be returned by an agreed delivery method. All returns are subject to authorisation by Pancake World.
All goods returned to us are photographed immediately so as to prove that any damage sustained during the re-transportation back to us has happened ‘before’ we ship the item back to you after reparation. Please make sure you use plenty of bubble wrap or similar to protect the item before shipping it back to us.
