Returns & Warranties Policy
RETURN POLICY
We want you to be happy with your purchase. If you are not entirely satisfied, we’re here to help. You may return new, unopened items for a full refund as follows:
Products can be returned within 20 days of the original product purchase date or 14 days from the product delivery date, whichever is longer. Damaged items are eligible for replacement or repair per our damaged Items policy below.
To be eligible for a return, please make sure that:
- The product was purchased in the last 20 days or it has been less than 14 days since it was delivered
- The product is in its original packaging
- The product has not been used or damaged
- You have the receipt or proof of purchase
Products must meet the guidelines above and be shipped to the address in our confirmation email to be accepted for return. The product is subject to inspection upon receipt by CuckooClocks.co.uk and must meet the criteria as outlined above. Once inspected and approved, a refund will be processed for total amount less customs charges if applicable.
How much will you be refunded for a ‘change of heart’ return?
Within this period, you will be entitled to a full refund, as long as it is returned in as close to its original condition as possible to our inspection team or the manufacturer. They will have the final say as to whether the clock is still in a good condition so we reiterate that you should keep all packaging and make sure the clock is undamaged, and repacked in accordance with our video in the repair section of our website. We will do our upmost to make sure the return of your clock is as smooth as possible. Refunds will be given in the same form of payment as the original purchase. You will be refunded when we are in receipt of your return. If you want to return your goods, please email us at customercare@cuckooclocks.co.uk BEFORE returning your cuckoo clock so our customer service team can provide you with the best methods and details to return the item. When we receive a “change-of-heart” clock, our manufacturers do not accept them back since they are considered second-hand. Therefore, for any clocks over the price of £400, we strongly suggest that you only make this purchase if you are sure, you will want the clock.
This refund policy applies to all European customers however, for all non-European customers, we work through each return on a different basis due to geographical distances and higher courier costs. If you are a non-European customer then please also refer to our ‘Non-European or Non-UK-mainland Returns Policy‘.
Return shipping charges
We will cover return shipping costs if a return is deemed as a result of our error and not those of a shipping carrier or recipient. In all other cases it is the responsibility of the customer to bear the costs of shipping and the risk of loss of or damage to the product during shipping to CuckClocks.co.uk, its agents, or the manufacturer. Shipping charges incurred in connection with the return of a product are non-refundable.
Damaged items
If you received a damaged product, please notify us as soon as possible for assistance. Damage claims must be made within 72 hours of the documented product delivery without exception to be considered valid and eligible for exchange or repair. To make a damage claim please notify us of the damage, then submit photos of the shipping box, shipping label, and subject damage to us at customercare@cuckooclocks.co.uk In addition to the photos, please provide a brief description of the damage so that we may process your claim and make arrangements for repair or replacement.
Cancellations
Orders may be cancelled prior to shipment only. Once orders are shipped, we are unable to cancel them. If your order has shipped you may arrange for a return and request a refund once you receive the shipment utilising our return policy.
Processing Time
All refunds and credits are processed within 1 to 3 business days of being due.
Returns policy for all Non-European or Non-UK-mainland customers
We would love to treat all customers equally but due to higher courier costs for shipments back from non-European or non-UK-mainland customers, we must treat these cases differently.
Unfortunately, this means that we cannot give the same ‘change-of-heart’ policy to non-European or non-UK-mainland customers – any purchases made will be final. In the case that a clock may display a fault or mechanical error, we will work with you to find a suitable repair person in your local area (i.e. we will assist you in looking for a local repair shop/service who is either officially recommended by our manufacturers, or who we have found to be suitable). Once the repair has been carried out, we ask that an invoice or receipt be supplied so that we can refund you the amount for the repair. HOWEVER PLEASE NOTE: We reserve the right to refuse a repair if the costs exceed what we believe are reasonable for that repair or if no local repair person can be found that is adequately experienced for the repair. For this reason, if we cannot find a reasonable and cost-effective solution for a mechanical error then a solution will need to be found without our help. This is the risk that needs to be understood by all Non-European or Non-UK-mainland.
Has your clock broken within its warranty?
We take it on good faith that our customers treat their new clocks with the utmost care and respect. Your clocks are working mechanical instruments for keeping time and though they are sturdy enough for regular home-life (and packaged with care for delivery), sometimes things can break. We first ask that all customers read the instructions thoroughly (also look at the set-up video in the repair section of our website) so as to understand how to hang, wind and adjust the time on their clocks. We also ask that customers keep their manuals safely at hand so they can refer to them when adjustments need to be made. If, however, you believe you are not at fault for the break then please do let us know via email and make sure to provide photos and a description of what/how/when the clock broke. We will try our best to identify the issue and see if it can be fixed through adjustments or, in extreme cases and if your clock is still under warranty arrange for it to be returned to us for repair. Unfortunately, however we do not cover breakages that occur due to heavy-handedness and mistreatment of the clock as well as failure to properly read the instruction manual. If we receive the clock back and our inspectors or the manufacturer find that the clock has been mishandled then we will not give you your refund. Our definitions of ‘heavy-handedness’ includes:
- Pulling on the chains so hard that they break.
- Pulling on the chains in the wrong direction.
- Winding the clock hands in the wrong direction or with too much force.
- Obstruction of the gears, cuckoo bird, weights & chains or clock hands etc.
- Accidental breaks by children or animals.
- Breaks due to misaligning the clocks mechanisms after installation.
- Breaks due to negligence during installation or moving of the clock to a new location.
- General negligence and failure to properly read the instructions before handling your clock.
- Breaks due to not securing the clock properly to the wall.
- Breaks due to the clock being dropped or it falling from any location.
Do you want to cancel your order immediately after you have made it?
If you have a change of heart after you have ordered but before your clock has been dispatched, please let us know as soon as possible. If the clock has not yet been shipped then we will refund you the full amount you paid for the clock. However, if the clock has already been shipped then we cannot refund your order until it has reached your delivery destination and returned to us.
The Black Forest Genuine Cuckoo Clock Certificate (VdS Certificate of Authenticity)
Genuine mechanical Black Forest cuckoo clocks come with this seal of approval from the Black Forest Clock Association (VdS) guaranteeing that you get a quality hand-made clock from one of the approved clock manufacturers.
Contact us
If you have any questions about our Returns and Refunds Policy, please contact us:
By visiting this page on our website: https://www.cuckooclocks.co.uk/contact-us/
By phone number: 07953 460560
By email: customercare@cuckooclocks.co.uk