WARRANTY & RETURNS

OUR RETURN POLICY

Unfortunately, we are not able to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:

 • has a problem that would have stopped someone from buying the item if they had known about it 

• is unsafe 

• is significantly different from the sample or description 

• doesn’t do what we said it would, or what you asked for and can’t be easily fixed. 

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase – e.g. your receipt.  If believe your product has a fault, you can complete a Return Request and follow the procedure to return the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in, packaging still intact. 

 If your item is under warranty, please see below the details on our Warranty Policy. 

NOTE: These products are still guaranteed under the Consumers Guarantees Act

STEP 1: RETURN THE REQUEST

Please submit your Return Request through our Parrilla Gaucha UK Warranty Returns Team (processed within 2-3 working days).

STEP 2: WE WILL ASSESS YOUR CLAIM

Once accepted please send the goods back to Parrilla Gauch UK Ltd, The Mearns, 6 Flamstead End Rd, Cheshunt Hertfordshire, EN8 0HH

STEP 3: PROVIDING A RESOLUTION 

Once we have received your goods back in good condition we will provide you with the best solution to resolve the issue. 

Please submit your Return Request through our Parrilla Gaucha Uk Ltd Warranty Returns Team via email: info@parrillagauchauk.com Your request will be processed within 2-3 working days. 

To assist us in processing your warranty claim in a timely manner, please advise the order number, name of the item at fault and the full details of the fault. Once we have received the information we will assess the warranty claim and contact you to arrange the best solution for you. 

Once your Return Request has been approved: 

• We will send you a Returns Advice to print and attach to the packaged goods 

• Please ensure the goods are packed well • We will arrange a courier for collection 

• The Return Address will be showing on the Returns Advice – please ensure this is visible 

• Once your Return is received, it will be checked and you will be contacted with a solution 

For additional information on our return policies, please contact our Customer Service team at +44 01708 393 170