Help with returns and after-sales for business customers
At KÖÖKone we support B2B customers with returns and after-sales care. Conditions may vary by supplier and product category.
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Goods damaged upon delivery
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Non-conforming product / wrong compared to order
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Missing items or incomplete packages
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Commercial return (only when allowed for that category/supplier)
For commercial returns: within the terms provided from delivery, if allowed and with intact product.
Send an email to support@kookone.com including:
Order number
Products involved (code/description)
Reason for the request
Photos of product and packaging (if damaged)
Delivery document if available
Following request approval, we issue a Credit Note (total or partial). Processing times depend on checks and supplier rules.
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If the error/damage is attributable to us or the supplier: return at our expense
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If it is a commercial return (when allowed): return at customer expense
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Perishable/fresh products (except for non-conformity)
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Opened or non-intact products
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Customized or made-to-order products
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Returns requested beyond the indicated deadlines
Damaged, missing or non-conforming goods should be reported as soon as possible, ideally within 24-48 hours of delivery, with photos of the parcels and products. For commercial returns, follow the timing specified by the individual supplier on the product page or order confirmation.
Returns are generally not accepted for fresh and perishable goods, for opened or unsealed packaging, for products customised on request and for late reports. Exact conditions depend on the supplier.
When the case is approved, a credit note is issued consistent with the original invoice. It can be issued as a full or partial reversal or as a credit to deduct from future orders, depending on the supplier agreement.
For damaged, incorrect or non-conforming goods caused by the supplier, return shipping is on the supplier. For commercial returns (change of mind, surplus, duplicate orders) the cost is usually on the customer.
Accept parcels with reserve, write the damage detail on the carrier waybill and take photos of the packaging and products. Then open a request from your "My orders" area or contact KOOKone support to start the case.
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