Our Guarantee

Cole and Mason offer various guarantees for the products we sell. All products come with a 2-year manufacturer guarantee, supplemented by the other guarantees detailed below.

In our newer designs of mills, mechanisms often cannot be replaced, so we may have to replace the complete mill under the guarantee.
In some cases, your item(s) may be discontinued or unavailable. We will then aim to provide a replacement item or set of an equivalent design and specification from our current range.
Any Cole & Mason time bound guarantee will potentially require a proof of purchase to validate the claim.

Our guarantees only covers items used domestically. Any item used commercially will not be bound by the same guarantees. For commercial customers there is a 2-year manufacturers guarantee across all aspects of the mill. For more information, please contact the Catering Enquires Team - details can be found on our Contact Us page. 

Our manufacturer guarantee does not give the option of a refund. Any refund request would need to be requested with the original retailer of purchase. 

Lifetime Mechanism Guarantee - (Manual, Speciality, Electronic Mills - Precision & Precision+ Ranges only)

All our salt and pepper mechanisms are covered by our lifetime mechanism guarantee. This guarantee is valid for any genuine Cole and Mason product, for any of the main components our mills; the mechanism itself (which grinds the salt or pepper), the mill stem (that runs throughout the centre of the mill from top to bottom) and the guide bar (that holds the stem in place). Please see the below picture for reference of what is covered under the mechanism guarantee:

 

Our Lifetime Mechanism Guarantee does not give the option of a refund. Any refund request would need to be requested with the original retailer of purchase. 

Battery Cell Guarantee - Electronic Mills

The battery cell units within our electronic mills are covered for 2 years from the date of purchase.

Our Battery Cell Guarantee does not give the option of a refund. Any refund request would need to be requested with the original retailer of purchase. 

All Other Parts of Our Mills

Outside of the Mechanism and the Battery Cell unit, Cole & Mason mills offer a 2-year manufacturer guarantee on all other aspects of the mill, including the body, mill knobs or buttons.

Our manufacturer guarantee does not give the option of a refund. Any refund request would need to be requested with the original retailer of purchase. 

Claiming Against Our Guarantee - UK

If your item has a developed a fault within 6 months of purchase, you should first contact the retailer you bought the item from - you should have more options with them; for example; a like for like replacement, an exchange for similar goods or potentially a refund. This will always be subject to the specific retailer’s refunds, returns and exchange policies. You may need a proof of purchase, such as a receipt or a credit/debit card statement.

If your item has a developed a fault over 6 months from the date of purchase and you wish to start a guarantee claim, please get in touch with us via our Contact Us page. One of our team will then contact you to help resolve the problem for you. You may need to provide a proof of purchase for any time bound guarantee.

What is Not Covered Under Our Guarantee - UK

Accidental breakage, poor care, damage from misuse, or dismantling of our mills will invalidate the guarantee. Rust and corrosion is not normally covered under our guarantees as this is considered as misuse by poor care (and possibly poor storage). From time to time we may request for you to return the item(s) for inspection by our Quality Team. If the item is deemed not to meet the criteria covered by our guarantees, we will return the item to you as it was received and will therefore not replace under any of our guarantees.

We appreciate that mills are often bought as sets, however, we will only be able to replace the mill that has suffered a fault (unless the mill is discontinued or unavailable, in which case we will replace with a similar set).

Claiming Against Our Guarantee - Non UK

Different countries offer different rights to consumers. In most cases, it is best to contact the retailer directly from where you purchased the item, or you can contact the Cole & Mason Brand Representative in the country of purchase. They will have more information relevant to your country, as designs, spare parts and availability vary by location.

You can see a list of these by going to our International Distributor page. 

The process and criteria may vary from country to country by retailer. Unfortunately, we do not have control over these laws and policies.

Need more help?

If you have any questions regarding orders or delivery, Contact Us