We want you to be satisfied with your purchase. If you have changed your mind, we are happy to help with an exchange or refund on eligible items, provided the conditions below are met.
Our Policy at a Glance
- You have 30 days from the day your order arrives to request a return.
- Items must be returned unused and undamaged, in their original packaging.
- Exchanges: no return shipping charge.
- Change-of-mind refunds: a flat rate of $14.90 for return shipping is deducted from your refund.
- If your order drops below the free-shipping threshold after the return, the original shipping fee is also deducted — see details below.
- Exclusions apply. Some fragile and hygiene-related items cannot be returned — see the full list.
How to Start a Return
- Request Your Return: Please email your order details to hello@mycookware.com.au to begin the process.
- Receive Your Label: We will confirm your item's eligibility and send you a link to our secure return portal to generate an Australia Post return label.
- Pack & Send: Print the label and affix it to your return parcel, covering the original shipping label. Please pack the item securely and drop it off at a nearby post office or post box.
- Inspection & Processing: We inspect returns on the day they arrive and process your exchange or refund the same day.
Policy Details
Non-Returnable Items (Exclusions)
We cannot accept returns or exchanges for the following items due to their fragile or hygienic nature. Please choose these items carefully.
- Konro Grills
- Donabe Grills
- Donabe Clay Pots
- Charcoal Extinguishing Pots
- Binchotan Charcoal products
- Thermal products (including Jugs, Flasks, and Cups)
These exclusions apply to change-of-mind returns only. If an item arrives damaged, or develops a fault, contact us straight away and we will sort it out — see our Product Support & Warranty page.
Refunds and Shipping Costs
The charges below apply to change-of-mind returns. Items that arrive damaged or develop a fault are handled through Product Support, and no return shipping is charged.
Exchanges: No return shipping charge applies. Send the item back using the label we provide, and we will ship the replacement out to you.
Refunds: A flat return shipping cost of $14.90 is deducted from your refund.
If you paid a shipping fee on the original order, that fee is not refunded. If your order shipped free and the return brings the remaining order value below the free-shipping threshold for your location, the original $12.90 shipping fee is deducted as well:
- NSW Customers: remaining order value below $99.
- All Other Australian States: remaining order value below $149.
When You Will Be Refunded
Refunds are processed on the day your return arrives and passes inspection, back to your original payment method. Your bank or card issuer may take a few extra business days to show the funds.
New Zealand Orders
For New Zealand orders, please be aware that you are responsible for covering the return shipping costs. While we are happy to process refunds for eligible items, we cannot offer exchanges for international orders.
For any enquiries about product warranties or repairs, please see our Product Support & Warranty page.