Refund Policy

Refund Policy

This Refund Policy is a part of our TERMS OF SERVICE and it is incorporated by reference into them.

Terms which have not been defined or stipulated in this Refund Policy will be interpreted in accordance with the definitions and provisions of the TERMS OF SERVICE.

REFUND

We require that before a refund is requested, that support service is contacted at least once to assist with any questions or concerns.

You may get a full refund only in the following cases:

  • you canceled your order by email at customerservice@cooking-tools.com within 12 hours of placing it;
  • you have not received your order within 40 business days (excluding weekends and publicly-recognized holidays) from your order confirmation and payment processing;
  • in case of a significant failure.

The refund will be remited within 7 business days.

We may remit a refund only to the same payment instrument (either credit card, service providers, or wire transfer) from which the payment was made. If the same payment instrument is unavailable any more, the refund to a distinct payment instrument may be remitted only at our sole discretion. In a case when we have reasonable suspicion of potential fraud, money laundering, or illegal cash-out, we shall dismiss refund without giving any reason.

SALE ITEMS

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

ORDER CANCELLATION

You may cancel the order without penalty or obligation, for any reason within 12 hours of placing it.

No cancellations will be processed after 12 hours.

Once you request the cancellation of your order, a refund will be initiated to you within 7 business days according to this Refund Policy.

IF YOU RECEIVED A PROBLEM PRODUCT (Damaged / Different from the ordered one / Missing items)

When you place an order on our website you will get an order number and an email confirmation.

For the purposes of this Refund Policy Product with significant failure is defined as a Product which differs significantly from the description on our Website or has such a serious failure that makes it unfit for the purpose for which this Product is generally used.

You have the discretion as to whether you receive a full refund or a replacement Product in the event that there has been a significant failure.

To get a full refund or replacement of the Product in case of a significant failure you must:

  • Сontact our customer support service by email at customerservice@cooking-tools.com within two working days from the delivery of the Product (otherwise, you are not entitled to a refund or other compensation). In this case we would need the following information: Order Number, Your Name, Address, Phone Number, Email and Description of what is wrong with your order and whether you require a refund or an exchange. Also, a copy of your purchase receipt. Please email this information to our customer support servicel.
  • Receive our return approval email;
  • Return the Product to us at the address specified in our return approval email. You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable.
  • we must receive the Product in a re-saleable condition: its original packaging must not be damaged or marked, the Product must be new and free from damage or signs of use (otherwise, you are not entitled to a refund or other compensation).

If the product is not of acceptable quality but only has a minor failure (defined as any failure which is not a significant failure), we have the discretion to offer you either a full refund or give you a replacement product.