Delivery & Return Information

Delivery Information

We do everything we can to make sure your order is delivered on time.

DHL & APC are Dometic Mobile Cooking UK Ltd’s designated parcel carriers. We offer free shipping to Mainland UK on orders that exceed £100, otherwise shipping starts from £6.95.

If you wish for your order to be delivered to a remote postcode, Scottish Highlands, Northern Ireland, Channel Islands, or Isle of Wight/Isle of Man additional delivery charges apply. Please note that due to Brexit rules we are unable to ship to Southern Ireland. Our recommended retailers for Southern Ireland are Hamilton Gas Products Ltd and Charles Camping. Unfortunately due to courier restrictions, we are unable to ship gas to Northern Ireland. We apologise to our Irish customers for any inconvenience this may cause.

Orders using standard shipping are usually delivered within 3-5 working days of placing your order. Please note that orders are not shipped over the weekend or on bank holidays.

Unfortunately, we are unable to ship to freight forwarders or storage facilities.

Tracking

We will always request you provide a contact telephone number when submitting your order. This may be used by the courier should they need to locate the delivery address or, in the case of large items or specialist deliveries, to arrange a suitable delivery time with you. The chosen courier will notify you by email or SMS when your order is dispatched with a delivery schedule. Our couriers require a signature and will not leave your parcel if no one is available to accept and sign for the delivery unless consent has been given to leave in a safe place.

Damaged in Transit

When your order arrives, please check it immediately to ensure that everything is correct. If you find a problem, we’re here to help!

If an item is damaged in transit it must be reported within 48 hours of receipt of the product. We will require photos of the postage label, external damaged packaging, internal damaged packaging, and the damaged item focussing on the damaged area. We will then expedite resolution of the issue.

Incorrect Item Received

If you have received the incorrect item(s), please tell us within 3 working days of receiving your order so that we can resolve this for you. 

CHANGED YOUR MIND?

If you wish to return an unwanted item you must tell us within 14 days of receiving your order. Email us at hello.cadacuk@dometic.com to let us know which item/s you are sending back, and any reason for the return. This will avoid delays processing your item/s once we receive the parcel. You must return the item/s to us within 14 days of reporting your return to us.

Returns received outside of the 28 day period may be refused.

How do I return an unwanted item?

We don’t offer a free returns service; this means that you are responsible for returning any unwanted item/s. We recommend you package the item well and use a tracked and insured courier service. Follow the steps below to return any unwanted items.

All items being returned must be new and unused and have the original packaging intact.

Any barbecue showing signs of being unboxed and repackaged will be deemed used and re-stocking charges may apply.

Any barbecue showing signs of being lit will be deemed to be used and we will not be able to accept it as an unwanted item nor will we be able to issue a refund.

Packaging of goods to be returned

All item/s must be placed in a cardboard box or jiffy bag with appropriate packaging material to protect and stop the item moving around in order to prevent the item getting scratched or damaged. Dometic Mobile Cooking UK Ltd cannot accept responsibility for any item that is damaged due to insufficient packaging, and your return and refund may be refused if the item is not packaged correctly. Where possible please try to use the original outer packaging that your order was delivered in.

If you are returning a barbecue that was delivered in the original box, please return in the same box. Please ensure the original seal on the box is not broken, any barbecue showing signs of being opened may be deemed as used and may be refused, and re-stocking charges could apply.

Include a copy of your despatch note in the return parcel. If you don’t have this please include a note with your name, address, and order number. If we don’t have this information we will not be able to process a refund.

Return your item/s with a tracked service

We recommend that you insure the goods you are returning and use a tracked service, we will not be responsible for any loss or damage during transit. The return address is:

Dometic Mobile Cooking UK Ltd., Unit 14 Deanfield Court, Link 59 Business Park, Clitheroe, Lancashire, BB7 1QS

If you have any questions about returning your item/s, please contact us and our customer service team can help.

Returned goods

A refund can take up to 7 days from the date of receiving your items back in our warehouse, however, bank processing times can vary. As soon as your returned items have been inspected we will refund your items and the standard delivery charge (provided the complete order is returned), if only part of the order is returned and some of the items are kept we will only refund the value of the returned items and not the delivery charge.

When a delivery charge has been incurred we will only refund the standard delivery charge, even if you originally selected a more expensive service when you first placed your order.

Please note that re-stocking charges may be applied if goods are not received in new condition and with appropriate packaging.

Please note that your statutory rights are not affected.

How do I return a damaged or faulty item?

You should check your delivery straight away. If you have received a damaged or faulty item please let us know as soon as possible, and within 7 days of receipt of the item via email to hello.cadacuk@dometic.com. Please provide images of the damage/fault, this will enable us to deal with the matter quickly.

Refusal of Delivery
If you refuse a legitimate, undamaged delivery and the package is returned to us, the actual delivery cost incurred will be charged to you. Any refund due will be paid minus the cost incurred of the return.

WARRANTIES

All Dometic Mobile Cooking UK Ltd products are warranted against manufacturing faults. This excludes items that have become defective due to misuse, accidental damage, or any reason other than manufacturers faults. If an item is found to be without fault upon its return, then a £15 collection cost (if applicable) and re-delivery costs will be charged. We also recommend that you insure your goods prior to return.