At My Cookware®, we stand by the quality of our products. We've designed our support process to be as straightforward and responsive as possible. This page provides everything you need to know about your warranty coverage and how to get help when you need it.
How to Request Product Support (Warranty & Repairs)
If you are experiencing an issue with your product, please follow these steps to start a request. This process is for both in-warranty claims and out-of-warranty paid repair requests. Our team typically responds within the next business day.
- Complete the Form: Fill out our online Product Support Form with as much detail as possible.
- Provide Photos/Videos: Clear photos or a short video of the issue help us diagnose the problem much faster. In most cases (about 90%), this allows us to resolve the issue without you needing to send the item back.
- Await Our Solution: We will contact you to arrange a convenient, hassle-free resolution. If a repair or return is needed, we will provide all necessary instructions and a postage label. Door-to-door courier pick-ups can be arranged for those with mobility challenges.
Activate Your Warranty
Activate your warranty to ensure your purchase details are safely stored with us. This is the best way to protect your product, even if you lose your receipt.
To activate, simply complete our online form. If you prefer not to activate online, your original proof of purchase will serve as your warranty validation.
Detailed Warranty Coverage
Coverage Period
All our products include a 12-month manufacturer's warranty from the date of purchase against defects in materials and workmanship. If you purchased an extended warranty, those terms will be detailed in your confirmation email.
What is Covered by Our Warranty?
This warranty covers genuine defects in materials and faulty workmanship. If a fault is confirmed to be manufacturing-related, a replacement, repair, or refund will be organised at no cost to you. For electrical products, the supplier may request to examine the item first to confirm the fault.
Warranty Exclusions (What is Not Covered)
This warranty does not cover issues arising from normal use, accidents, or improper care. Exclusions include:
- General Wear & Tear: Normal marks, scratches, or discolouration that occur over time with any cookware.
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Improper Care or Use:
- Pitting on stainless steel or carbon steel cookware resulting from improper seasoning or cleaning.
- Damage from accidents (like dropping or overheating), misuse, or commercial use.
- Damage from improper cleaning methods, such as using scouring pads, steel wool, abrasive cleaners, or placing non-dishwasher-safe items in a dishwasher.
- Natural Degradation: Non-stick coatings that naturally degrade and lose performance over time.
- Inherent Product Characteristics: Cookware that sticks, which can be inherent to materials like stainless steel or carbon steel. Please see our User Guides for tips on proper use and care.
- External Factors: Infestations in electrical items (e.g., pests in a rice cooker), which prevent our technicians from safely handling the equipment.
- Replaceable Parts: Parts designed to be replaced, such as handles, gaskets, or detachable lids.
Out-of-Warranty & Brand-Specific Support
- Out-of-Warranty Assistance: We are happy to assist with products outside of the warranty period. Please note that repair and postage costs may apply, depending on the manufacturer's policy.
- Brand-Specific Warranties: Warranties for Cuckoo rice cookers and Joyoung soy milk makers are handled directly by their respective Australian distributors. Please contact them for any claims.
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