Return & Refund Policy

At Culinexa, we want you to understand the return and refund process before placing an order. This policy describes our voluntary store return arrangements and should be read alongside any legal rights you have as a consumer in the United Kingdom.

1. Return Window

Our voluntary store return window is 60 days from the date your order is delivered for eligible items. Please contact us within this period to request a return and wait for return instructions before sending the item back.

This voluntary 60-day policy does not replace or reduce statutory rights, including any applicable rights to cancel a distance contract within the legally prescribed period or remedies for goods that are faulty, not as described, or otherwise fail to meet legal requirements. Where a statutory right provides a different or more favourable remedy or deadline, the statutory right takes precedence.

2. How to Request a Return

Email support@culinexa.store with your order number, the email address used at checkout, the item you wish to return and the reason for the request. We may ask for relevant details to identify the order and explain the next step. Do not include payment card numbers or account passwords in your message.

Please wait for return instructions and use the correct return address supplied by our support team. Do not assume the dispatch address is the return address unless we expressly confirm it. Keep proof of postage and tracking details until the return has been resolved.

3. Condition of Returned Items

For a voluntary change-of-mind return, please return the item in a clean, safe and suitably protected condition, with original packaging, parts, accessories, manuals and other included components where reasonably available. You may handle goods as reasonably necessary to establish their nature, characteristics and functioning. If goods have been handled beyond what is necessary and their value has diminished, any deduction will only be made where permitted by applicable law and will be explained.

Do not send goods that are unsafe to transport or package them in a way that risks injury or further damage. Product-specific exceptions, including any legally recognised hygiene or safety exclusions, will be applied only where lawful and relevant to the item.

4. Return Shipping and Return Label

For returns requested under our voluntary store return policy, the customer is responsible for arranging and paying return shipping and for obtaining a return label. We do not automatically provide prepaid labels. Please use a reliable shipping service and retain your proof of postage.

Important: where an item is faulty, damaged, misdescribed or otherwise subject to statutory remedies, the allocation of return costs may be governed by consumer law and may differ from the voluntary-return rule. This policy does not require customers to bear costs where the law requires Culinexa to do so.

5. Restocking Fee

Culinexa charges no restocking fee for returned items. For voluntary returns, the customer remains responsible for return shipping costs as set out above, subject to statutory rights.

6. Refund Processing Window

We aim to process eligible refunds within 15 days after the returned item is received and assessed. If applicable law requires a refund sooner, the legal deadline takes precedence. The time it takes for the money to appear in your account depends on your card issuer, bank or payment provider.

Where a statutory cancellation right applies, refunds will be made within the period required by law. We may be permitted to withhold a refund until the goods have been received or you have supplied evidence of having sent them back, depending on the circumstances and applicable law. We will not use this policy to delay a refund beyond a mandatory legal deadline.

7. Refund Method

Refunds will normally be issued to the original payment method used for the order, unless another method is agreed and legally permitted. We cannot control the timing of the payment provider’s final posting process. If you believe a refund is overdue, contact us with your order number and any return tracking details.

8. Exchanges

We do not offer exchanges. If you would like a different item, size, style or option, please request a return where eligible and place a new order separately. This no-exchange policy does not remove statutory remedies such as repair, replacement, price reduction or refund where those remedies apply to faulty or non-conforming goods.

9. Incorrect, Damaged or Faulty Items

If you receive a wrong, damaged or faulty item, contact support@culinexa.store promptly. Include your order number and explain the issue; photographs may help where practical. Please keep the product and packaging while we review the matter.

We will assess the issue and respond with the appropriate next steps in line with applicable consumer law. A customer is not required to rely only on the voluntary 60-day return window to exercise statutory rights for goods that are faulty or not as described.

10. Non-Returnable Items

Some products may be excluded from a voluntary change-of-mind return where a lawful exception applies, for example certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. Any such exception will be applied only where its legal conditions are satisfied and will not exclude remedies for faulty or misdescribed goods.

11. Orders Not Yet Dispatched

If you wish to cancel an order before dispatch, contact us as soon as possible. We will try to stop processing where practicable, but we cannot guarantee cancellation after fulfilment begins. Your statutory cancellation rights remain unaffected.

12. Incorrect Delivery Address or Uncollected Parcels

Customers are responsible for entering a complete and accurate shipping address. If a parcel is returned because the address is incorrect or because delivery was not completed, contact us to discuss available options. Reasonable additional costs may apply where lawful and where they were caused by customer-provided address errors or delivery instructions. This does not limit any legal responsibilities that apply to Culinexa.

13. Contact Details

Email: support@culinexa.store
Phone: +44 7700 900123
Business hours: Monday to Friday, 10:00 AM–5:00 PM (GMT, UTC+00:00).

Business address: 35 Lowry Hill Road, Carlisle, CA3 0DQ, United Kingdom (Google Maps).

We may update this policy as our operations or legal requirements change. The policy applicable to an order does not remove mandatory rights that apply to that order.