Refund policy

Delivery, Cancellations, Returns and Installation Suitability

Last updated: 4 June 2026

1. Who We Are

This website is operated by:

ROBAM UK LTD
Company number: 14795393
Registered office: 20-26 Kay Street, Manchester, England, M11 2DU
Trading and returns address: 22-26 Kay Street, Manchester, M11 2DU
Email: info@robamuk.com
Telephone: 0161 260 2200

This policy applies to consumer orders placed through our website. It does not affect your statutory rights.

Business and trade customers may be subject to separate written terms agreed before purchase.

2. Please Check Installation Suitability Before Ordering

Kitchen appliances must be selected for the property, cabinet, services and proposed installation method.

Before ordering, please check the product page, dimensions, installation manual and fit guidance. For cooker hoods, this includes:

  • Product and hob width.
  • Floor-to-ceiling height.
  • Cabinet dimensions, cut-out and load capacity.
  • Required mounting height.
  • Duct diameter and wall outlet size.
  • Duct route, distance, bends and outside discharge point.
  • Pipes, drains, cables, beams or other obstructions.
  • Whether the model is ducted only or can be configured for recirculation.

Installation is not included unless we agree otherwise in writing.

If you are unsure, contact us before ordering and send clear photos and measurements. Any guidance we provide is based on the information you supply. Your suitably qualified installer must confirm hidden services, structure, clearances, connections and final suitability before drilling, cutting, connecting or installing the appliance.

For gas appliances, gas work must be completed by a suitably qualified Gas Safe registered engineer.

3. Delivery Area and Service

We offer free standard delivery on range hoods, ovens, hobs and other appliances to eligible UK mainland addresses.

We do not normally deliver to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Isle of Wight or the Channel Islands unless delivery is agreed with us before ordering. Contact us before ordering if you are unsure whether your address is covered.

We aim to dispatch in-stock orders within two working days of order confirmation. Orders are processed Monday to Friday, excluding bank holidays.

Once dispatched, delivery usually takes up to three working days. In most cases, orders should arrive within five working days from the date the order is placed. These times are estimates and may vary during peak periods or because of circumstances outside our reasonable control.

Large appliances are normally delivered by pallet or specialist freight.

Large-appliance delivery includes

  • Free standard delivery to an eligible UK mainland address.
  • Palletised or specialist freight transport where required for safe delivery.
  • Courier contact to arrange or confirm delivery where required.
  • Estimated dispatch and delivery timing as described above.

Owner confirmation required: Add a clear sentence here stating whether pallet delivery is kerbside only or describing the exact handover point.

Large-appliance delivery does not include

  • Installation.
  • Disconnection or removal of an existing appliance.
  • Moving the appliance inside the property, unless agreed in writing.
  • Packaging or pallet removal, unless agreed in writing.
  • Wall, cabinet, ceiling, ducting, electrical or gas work.

The customer must ensure there is suitable access, parking, attendance and a safe place for delivery.

Risk of loss or damage remains with ROBAM UK until the goods come into the physical possession of the customer or a person identified by the customer to take possession. Different rules may apply where the customer independently arranges a carrier that we did not offer.

4. Delivery Inspection

Please inspect the pallet, packaging and product as soon as reasonably possible.

If the packaging is visibly torn, crushed, wet, punctured or damaged:

  1. Note the damage with the driver where possible.
  2. Take clear photos before opening.
  3. Keep the pallet, straps, wrapping, labels and packaging.
  4. Contact us as soon as possible, preferably within 48 hours.

Prompt reporting helps us investigate with the carrier. It does not affect your statutory rights.

Do not install or use an item that appears damaged, incorrect or incomplete. Contact us first.

5. Your Legal Right to Cancel an Online Order

For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods.

After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after the day you told us.

To cancel, email info@robamuk.com with:

  • Your name.
  • Order number.
  • Product model and SKU.
  • Delivery date.
  • A clear statement that you wish to cancel.

You may also use the cancellation form at the end of this policy.

Cancelling before dispatch

If you wish to cancel before dispatch, contact us immediately. If we can stop the shipment, we will cancel the order and issue the appropriate refund.

If the order has already been dispatched, the delivery and return process in this policy will apply. Please do not simply refuse delivery without contacting us, because avoidable return or failed-delivery costs may arise where legally permitted and properly disclosed.

6. Change-of-Mind Return Costs

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless we agree otherwise in writing.

Large appliances cannot normally be returned by post and usually require insured pallet transport.

Estimated direct return cost: approximately £100 for most UK mainland collections. The actual cost is location-dependent and may exceed £100 for Central London, congestion-controlled areas, remote or rural locations, the Highlands, islands and other difficult-to-serve areas.

This is an estimate, not a fixed price. The applicable estimate must also be displayed clearly on the relevant product page and before checkout. Contact us before arranging a return if you would like a current collection quote.

You may:

  1. Arrange a suitable insured and trackable pallet return yourself; or
  2. Ask whether we can arrange return collection for you.

Where a ROBAM UK-arranged collection service is available, we will tell you the collection cost and ask for your agreement before booking it. Where legally permitted and agreed, the collection cost may be deducted from your refund. Collection availability is not guaranteed.

7. Condition of Goods and Diminished Value

You may inspect goods as you reasonably would in a shop.

You are responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Installation, connection, drilling, cutting, modification, scratches, dents, grease, food residue, missing parts, damaged packaging or other handling beyond reasonable inspection may cause a deduction from the refund. The deduction will reflect the actual loss in value and may be substantial where the item can no longer be sold as new.

This section does not affect your rights where goods are faulty, damaged, incorrect or misdescribed.

8. Additional 30-Day Goodwill Return

In addition to your legal cancellation right, we offer a goodwill return period ending 30 days after delivery.

This additional goodwill return applies only where the goods are:

  • Unused.
  • Uninstalled and unconnected.
  • Unmodified.
  • Clean and undamaged.
  • Complete with all parts, fittings, accessories and manuals.
  • In the original packaging and suitable for resale as new.

You must contact us for approval before sending a goodwill return.

You are responsible for the direct return cost unless we agree otherwise in writing.

The additional goodwill return does not limit your statutory rights.

9. Return Packaging and Transport

The customer is responsible for the goods during a self-arranged change-of-mind return until they are received by us.

Use a suitable insured, trackable and palletised service for large, heavy, fragile, glass or high-value appliances.

Returned goods must be:

  • Safely secured against movement and impact.
  • Protected against scratches, dents, pressure and glass breakage.
  • Clean, hygienic and safe to handle.
  • Complete with all parts and accessories.
  • Clearly labelled with the return reference.

We strongly recommend taking photos and video of:

  • The appliance from all sides.
  • Glass, panels, corners and serial number.
  • All included parts.
  • Protective packaging.
  • The item secured to the pallet.
  • The final sealed return and label.

10. Faulty, Damaged, Incorrect or Misdescribed Goods

If you believe the goods are faulty, damaged, incorrect, incomplete or not as described, contact us as soon as possible.

Please provide:

  • Order number.
  • Product model, SKU and serial number.
  • Description of the issue.
  • Photos and video.
  • Packaging and delivery photos where relevant.
  • Installation details where relevant.

Do not continue installing, using, altering or repairing a product after discovering a possible issue unless we advise you to do so.

Where your statutory rights apply because goods are faulty, damaged, incorrect or misdescribed, we will cover the reasonable return or collection cost and provide the remedy required by law.

We may ask for reasonable information, troubleshooting or inspection so that we can identify whether the issue relates to the product, installation, site condition or use.

11. Installation and Site-Suitability Issues

A property, cabinet, duct route, wall opening, ceiling void, gas supply or electrical supply that is unsuitable for the chosen model does not by itself mean that the product is faulty.

Your cancellation rights and this policy still apply. However, installation, alteration, drilling, connection or use may cause diminished value as described above.

If you told us about a specific requirement before ordering and relied on our written recommendation, please provide the relevant messages so we can review them.

12. Missed, Failed or Refused Delivery

Please ensure the delivery address, access information and contact details are accurate.

If a delivery fails because of incorrect information, lack of access, customer unavailability or refusal without a product-related reason, we may ask you to pay the actual and reasonable redelivery or return cost where legally permitted and where the relevant cost was disclosed before ordering.

Refusing delivery does not by itself clearly notify us that you wish to cancel. Contact us by email as soon as possible if you wish to cancel.

We will not apply an automatic or disproportionate restocking penalty.

13. Refunds

For a valid cancellation, we will make the required refund within 14 days after:

  • We receive the returned goods; or
  • You provide evidence that the goods have been sent back, if earlier and applicable.

We may withhold the refund until we receive the goods or evidence that they have been sent.

Where required, we will refund the standard outbound delivery charge paid by you. We do not have to refund the extra cost of a premium delivery method that you selected above the standard option.

Refunds will normally be made to the original payment method.

Any lawful deduction for diminished value or agreed return collection cost will be explained.

14. Inspection

We may photograph or record the returned packaging, unpacking and product inspection.

This helps establish:

  • The condition on arrival.
  • Missing parts.
  • Transit damage.
  • Installation or use.
  • The appropriate refund, repair or replacement.

15. Warranty

Our commercial warranty is separate from and does not affect your statutory rights.

The currently published commercial warranty provides a one-year parts warranty and a five-year motor warranty against manufacturing defects from the date of purchase.

Warranty terms and claims: https://robamuk.com/pages/warranty-returns

16. Contact

For delivery, cancellation, return or warranty enquiries:

Email: info@robamuk.com
Telephone: 0161 260 2200
Trading and returns address: 22-26 Kay Street, Manchester, M11 2DU

Model Cancellation Form

Complete and send this form only if you wish to cancel the contract.

To: ROBAM UK LTD, 22-26 Kay Street, Manchester, M11 2DU, info@robamuk.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Product:

Model/SKU:

Order number:

Ordered on:

Received on:

Name:

Address:

Signature, if submitted on paper:

Date: