Refund policy
Your Statutory Rights (UK Law) – 14‑Day Cooling‑Off Period
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days without giving any reason. The cancellation period expires 14 days after the day you receive the goods.
Our Extended Voluntary Return Policy – 30 Days
In addition to your statutory rights, we voluntarily offer an extended 30‑day return window from the date you receive your item.
How It Works – Legal Rights Take Priority
- Your statutory rights under UK law always take priority where applicable.
- Our returns policy includes your statutory rights and an additional voluntary return period.
- The 30‑day window does not replace or reduce your 14‑day legal cooling‑off period.
How to Cancel
To exercise your right to cancel (within 14 days), you must inform us of your decision by a clear statement. You can email us at info@ooni.live with your order number and “CANCEL” in the subject line. You may also return any item within 30 days under our voluntary policy.
Return Period After Cancellation
Once you notify us of your cancellation, you must send back the goods within 14 days of your cancellation notice. We will provide a prepaid return label to make this easy.
Effects of Cancellation
If you cancel your order, we will reimburse all payments received from you, including the standard delivery cost (but not any extra costs for enhanced delivery options).
Free Return Shipping
We provide a prepaid return label for all returns (both statutory and voluntary). No return shipping fee will be deducted from your refund.
How to Get Your Return Label
Once you notify us of your cancellation or return, we will send a prepaid return label to your email address. You can download and print the label. Please affix it to the original package and drop it off at a Royal Mail or Evri drop‑off point.
Return Conditions
To be eligible for a full refund, items must be returned in original packaging, with all accessories and documentation included. You are only liable for any diminished value of the goods if the handling exceeds what is necessary to establish the nature, characteristics, and functioning of the goods.
For Ooni pizza ovens: you are entitled to inspect and test the product as you would in a physical store. If the oven shows clear signs of use beyond normal inspection — such as food residue, grease, soot, or permanent damage — we may reduce the refund to reflect the diminished value of the goods, in accordance with your statutory rights.
Return Address
Ooni Returns
9 Wincombe Business Pk
Shaftesbury
SP7 9QJ
United Kingdom
Refund Timing
- Processing: Once your return is delivered to our facility, we will process your refund within 2 business days.
- Statutory protection: Your refund will always be completed within the legal deadline (14 calendar days from the day we receive the goods back or proof of return).
- Bank posting: Your card issuer may take 5‑10 business days to show the credit in your account.
Non‑Returnable Items
The following items are not eligible for return:
- Gift cards.
- Products that have been permanently installed, modified, or damaged by misuse.
All other products are fully returnable.
Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us immediately. We will cover return shipping and send a replacement or issue a full refund at no cost to you.
Warranty Information
Ooni products are covered by a manufacturer’s warranty. Please refer to the product documentation for specific warranty terms. Your statutory rights are not affected by any warranty provided.
All Refunds Subject to Verification
All refunds and replacements are subject to verification of order details and carrier investigation where applicable.
Model Cancellation Form (optional)
To: Ooni, 9 Wincombe Business Pk, Shaftesbury, SP7 9QJ, United Kingdom, info@ooni.live
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods: [order number and product description]
Ordered on [date] / Received on [date]
Name of consumer(s):
Address of consumer(s):
Date:
Contact Information
Email: info@ooni.live
Phone: +44 1747 317822
Address: 9 Wincombe Business Pk, Shaftesbury, SP7 9QJ, United Kingdom
Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT/BST)