Fire Pit BBQ Table Grill Outdoor Garden Wood Burning Fireplace Stove

Change of mind refund requests

We do not accept change of mind refund requests for:

a.  health and safety products

b.  bulk purchases (including by pallet or pick up); or

c.  products that are opened (i.e. are not unopened in their original packaging)

We only consider a change of mind refund request if this is made within 7 days after the item is delivered. If this does not occur, the change of mind refund request could be rejected.

Some products are subject to a different change of mind policy to that contained in this Refund Policy. Currently product SKU’s starting with V28, V40, V63 and V77 have a different policy and are subject to our 24 hour change-of-mind refund policy (see further down below for more information regarding this policy).

All items returned to us as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.

Change of mind request procedure

You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.

Please email us at cs@johncootes.com with pictures or a video (of an acceptable quality) that shows the condition of the received product and an explanation about why you would like to return the product. We will then respond to you with either of the following; further questions, a refund approval or a refund decline. This will all depend on whether you have satisfied the refund policy and procedures set out in our refund policy.

If a change of mind request is accepted, we will provide you with a return label.

We will refund the item price and the shipping fee (the total you paid) minus the return postage fee and a restocking fee of 15% of (the total you paid).

If you change your mind before the item is received and you require the action of Return to Sender (RTS), we will refund the item price and the shipping fee (the total you paid) minus a restocking fee of 15% of the item price and the shipping fee (the total you paid). Refund for RTS will be provided after the item is received into our warehouse facility.

24 hour change-of-mind refund policy

This means you have 24 hours after placing your order to cancel it and receive a full refund. 

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

To start a 24 hour change-of-mind refund, you can contact us at cs@johncootes.com. The date and time of your sent email will determine your eligibility.

We encourage you to check your purchase is correct at the time you receive the order confirmation and contact us as soon as possible if there is an error or a change-of-mind. Unfortunately, any change-of-mind requests after the first 24 hours will not be considered under this policy.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. See our Warranty policy for more information.