Returns and Exchange Policy for Cookware
1. Eligibility for Returns and Exchanges
- We accept returns and exchanges for cookware items within 48 hours of delivery.
- To be eligible for a return or exchange, the item must be unused, in its original packaging, and in the same condition as when you received it.
- Proof of purchase (order confirmation or receipt) must be provided to initiate a return or exchange.
2. Non-Returnable and Non-Exchangeable Items
- Certain items are not eligible for returns or exchanges, including but not limited to:
- Cookware that has been used or shows signs of wear and tear.
- Items labelled as “Discounted” or “Clearance” at the time of purchase.
- Customized or personalized cookware items.
- Items without the original packaging, accessories, or documentation.
3. Return and Exchange Process
- Initiate a Return/Exchange: Contact our customer service team at +65 8837 1000 within 48 hours of delivery to initiate the process. Please provide your order number and reason for the return/exchange.
- Shipping the Item: Once your return/exchange is approved, we will provide instructions on how to send the item back. Please ensure the item is securely packaged to prevent damage during shipping. The customer is responsible for return shipping costs unless the item was defective or incorrect. An amount of $2 is chargeable if collection by our in-house team is preferred.
- Processing Time: After receiving your return, we will inspect the item and notify you of the approval or rejection of your return/exchange. If approved, we will process the exchange or issue a refund to your original payment method within 5 days. Option of delivery of $2 is chargeable if delivery by our in-house team is required, self-collection is Free of Charge.
4. Refunds
- Refunds will be issued to the original payment method used during the purchase.
- Please allow 3-5 days for the refund to be processed and reflected in your account, depending on your payment provider.
- Shipping costs are non-refundable unless the return is due to a defective or incorrect item.
5. Defective or Damaged Items
- If you receive a defective or damaged item, please contact us within 48 hours of delivery with your order number and photos of the damage. We will arrange for a replacement or refund at no additional cost.
6. Policy Changes
- We reserve the right to update or modify this Returns and Exchange Policy at any time without prior notice. Any changes to this policy will be posted on this page and will become effective immediately upon posting.
7. Contact Us
- If you have any questions or need assistance with your return or exchange, please reach out to our customer service team at +65 8837 1000.
