Terms and Conditions
CHS (Cookerco Home Supplies) is an wholly owner division of The Cooker Co and is committed to providing an excellent customer experience. CHS operates under the direct control of The Cooker Co governance and in compliance with all Cooker Co Policies and Procedures. All references to Cookerco includes CHS and OLG Heating and Plumbing policy and procedures terms and conditions.
Customer Care Policy
We know that despite our best efforts sometimes things go wrong and you are left less than satisfied.. If you are not happy we encourage you to tell us about it.
Please email us with your name and the word COMPLAINT in the title. This will ensure we can react quickly to the issue and differentiate your concerns from general comments and enquiries we receive..
We will acknowledge receipt of your complaint within 2 working days. Subject to the nature of the complaint we will carry out an internal investigation and let you know the outcome of this investigation.
Warranty issues - If the complaint relates to a damaged or faulty product then we may direct you to the manufacturers warranty coverage.
Workmanship related issues - Where we are the installation company, via OLG Heating and Plumbing division we have a 6 month workmanship quality guarantee.
If you are not happy with the quality of our workmanship, or that of our representatives, we will call and rectify the fault, subject to our 6 month guarantee. PLEASE NOTE - where we have installed a third parties component (replacement part) the warranty for that component will reside with the supplier of that component. If the installation works were arranged by us but carried out by a Third Party then all warranty, compensation or reworks related to a complaint must be sent to he installation company.
IMPORTANT CHS has no liability for works carried out by third party organisations.
Compensation events - We will seek to reach a mutually valuation for any compensation, however where this requires the involvement of our insurance provider then the information will be passed to the insurers loss adjuster for resolution.
Delivery related issues - Our delivery partners operate their own complaints process and we will happily support you in reaching a solution with the delivery partner.