Our Guarantee

At Cole & Mason, we stand by the quality of our products. All items come with a 2-year manufacturer guarantee, supported by additional guarantees depending on the product type.

General Guarantee Overview

  • Our guarantees apply to domestic use only. Commercial use is covered by a separate 2-year manufacturer guarantee.

  • In newer mill designs, some components (like the mechanism) may not be replaceable. In such cases, a full mill replacement may be offered.

  • If your product is discontinued or unavailable, we will offer a replacement of similar design, specification and value from our current range.

  • We may require a proof of purchase (e.g. receipt or card statement) for time-bound guarantees.

  • Refunds are not offered under our guarantees. Please contact the original retailer if you wish to request a refund.

For commercial users, please direct enquiries to our Catering Enquiries Team via the Contact Us page.

Lifetime Mechanism Guarantee

(Manual, Speciality, and Electronic Mills – Precision & Precision+ ranges only)

Covers:

  • The grinding mechanism

  • The mill stem (central shaft)

  • The guide bar (holds stem in place)

🔒 This guarantee applies to all genuine Cole & Mason products with eligible mechanisms.

📌 Please note:
This guarantee does not include the option for a refund. Refunds must be handled through the original retailer.

Battery Cell Guarantee – Electronic Mills

The battery compartment unit in electronic mills is covered for 2 years from the date of purchase.

📌 Refunds are not covered under this guarantee. Please contact your retailer directly if needed.

Other Components – Body, Buttons, Knobs

All other mill components are covered by a 2-year manufacturer guarantee, including:

  • Mill body

  • Knobs

  • Buttons

📌 This guarantee also does not provide the option for a refund. Refund requests should be made with your original retailer.

Making a Guarantee Claim (UK Customers)

If the item is less than 6 months old:

Please contact the original retailer first.
You may be entitled to:

  • A like-for-like replacement

  • An exchange

  • A refund (at the retailer's discretion)

Retailer policies may vary. Please retain proof of purchase.

If the item is more than 6 months old:

Start a guarantee claim by visiting our Contact Us page.
A member of our team will be in touch.
We may request proof of purchase for time-bound guarantees.

What Is Not Covered – UK

Our guarantees do not cover:

  • Accidental damage or breakage

  • Misuse, dismantling or poor care

  • Rust or corrosion caused by water exposure or damp storage

In some cases, we may request you return the product for inspection. If the issue is found to fall outside the guarantee terms, the product will be returned to you as received.

Please note:
We understand many customers buy mills as sets, but we can only replace the individual faulty mill unless the product has been discontinued.

Guarantee Claims Outside the UK

Consumer rights vary by country.
If you're based outside the UK, please:

  • Contact the retailer where the item was purchased, or

  • Reach out to your local Cole & Mason Brand Representative

🌍 View our full list of international contacts via the International Distributor page.

Policies and processes differ by region, and we are unable to control or override local regulations.

Still Need Help?

If you have any further questions regarding guarantees, delivery, or product support, please visit our Contact Us page.

We’re here to help.