Returns & Refunds

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, Gorse Land Industrial Estate, Clacton-On-Sea, Essex C015 4XA

or (if specified)

Pancake World Ltd, 14a Poundfield, Llantwit Major CF61 1DL

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). 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 full refund and credit your debit/credit card/Paypal account when the cancelled goods arrive with us by return postage. Delivery charges cannot be refunded.

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. 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. 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.

*Cancellation of all electric or gas apparels and equipment:

Pancake World reserves the right to charge a restocking fee of 15% to cover administrative and reconditioning costs linked to the returned of unwanted gas or electric equipment.

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 15% restocking fee 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.

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 be prevent the restocking fee from being charged.

We cannot cover return postage costs. Items should be returned to us by Recorded Delivery or equivalent service. 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 ‘Defective’ 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 are in active negotiations with suppliers to stop it from happening. Now, while this must be frustrating we understand, this is 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 outwards. 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 to be charged. The same goes for waffle trays delivered with waffle irons or perhaps pin plugs which could have been a little bent in transit from France. In any case, we understand that those are frustrating experiences and we would happily assist you with anything in a timely manner, i.e by guiding you through a procedure over the telephone, or sending you a replacement part.

In ‘Damaged’ goods we understand items which cannot be operated whatsoever due to severe chocks or damages. 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 24 hours of receiving the delivery. Please quote your order number to allow us to find your details efficiently. We will arrange for the uplift and inspection of goods. Should we, upon receipt of items be satisfied as to the alleged defects we will either replace the goods or arrange a refund of the full value of the goods. Pancake World will incur redelivery postage costs for defective or damaged goods.

Note also 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 tu 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).

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.