Faulty or damaged Items
If your product arrives faulty or damaged ZWILLING J.A. HENCKELS will refund the purchase price and delivery charge. We will also refund the purchase price together with delivery charge for any product that develops a fault within a period of 1 year from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).
ZWILLING J.A. HENCKELS will pay for return delivery where the goods supplied are faulty or do not comply with the contract.
To return a faulty product please contact the ZWILLING J.A. HENCKELS customer service team at firstname.lastname@example.org or 0845 262 1731. If you are from within the UK our customer service team will provide you with a Free Post label to return your goods.
If you are from outside the UK but within the EU please contact us before sending back the goods so that we can ensure a smooth returns process. We will reimburse you the cost of returning the faulty goods.
This returns policy does not affect your legal and statutory rights.
If you wish to cancel your order you have 14 days from the day you receive the goods to cancel. Notification of your cancellation must be received via email to email@example.com within 14 days of the receipt of the goods. You then have a further 14 days in which to return the cancelled goods.
The customer must return cancelled goods and is responsible for the cost of return delivery. Unwanted goods must be unused and returned in their original packaging. We do not charge any re-stocking or administration fees for returned goods. Whilst the goods are in the customer’s possession, the customer has a duty to take reasonable care of the products and to take reasonable care when returning the products so they are not damaged in transit.
Please include the returns form inside your package. The returns address is:
ZWILLING J.A. HENCKELS UK Ltd.
16 Handley Page Way
Old Parkbury Lane
ZWILLING J.A. HENCKELS will refund the cost of the cancelled goods plus the original outbound postage cost within 14 days of receiving acceptable returns, or when the customer provides proof of postage.
ZWILLING J.A. HENCKELS reserve the right to make a deduction from the refund for any diminution in value of the goods caused by unreasonable handling of goods prior to their return. Reasonable handling of cancelled goods is defined as: “The extent to which a customer can handle goods is the same as it would be if you were assessing them in a shop.”
Please note that your right to return unwanted goods does not apply to personalised products such as engraved knives.
Extended Christmas Returns Policy
As a gesture of goodwill we extend our returns policy terms for items purchased within the Christmas period. Customers have until 16th January of the following year to return any products bought between 1st November and 31st December of the preceding year.
Changing an Order
Unfortunately it is not possible to amend an order once it has been processed. If you would like to add extra products to your order we request that you kindly place a separate order.
Goods lost in transit
ZWILLING J.A. HENCKELS will send replacement goods at our cost or offer a full refund including the original outbound delivery charges for goods are lost in transit. All orders are sent by a courier and will require a signature upon receipt.