We offer low-cost exchanges or refunds for orders within Australia, provided it meets the following conditions:
- The cost of return shipping is flat rate $13.90 paid by customers.
- Exchanges or returns within 30 days.
- With proof of purchase.
- Item must be unused in its original packaging in perfect condition.
- We will not accept return products that are scratched or marked, even if they are unused.
- Packing materials can be provided upon request.
- If you buy multiple items and return some, and the total falls below $99 (the minimum for free shipping), we will deduct $9.9 for shipping.
- We do not refund shipping fee.
Our return policy does not apply to the following products.
- Due to hygiene reasons, we do not accept returns of thermal products, such as jugs, flasks, and cups.
- We do not accept returns of charcoal products, such as Binchotan.
- We do not accept returns of konro grills, donabe grills, donabe clay pots, and extinguishing clay pots due to their fragile nature.
Instructions:
- Email us your order details at hello@mycookware.com.au.
- We will send you a link to our return portal by email.
- After you enter your information in the portal, a barcode or label will be generated with instructions on how to return the item and make an online payment of $13.10.
- Print the label and stick it on top of the box (to cover the original shipping label).
- Drop off the parcel at a nearby post office or post box.
- Once we receive the products and complete the inspection, we will arrange for an exchange or refund.
Lost parcels
Any lost parcel must be reported within 2 weeks after delivery. Please understand that it is difficult to trace any lost parcel if this timeframe is exceeded.
Please click here for warranty and repair enquiry.
New Zealand orders
For our valued customers from New Zealand, please be aware that if you need to return an order, it would be necessary for you to cover the return shipping costs. While we are happy to process refunds, we unfortunately cannot offer exchanges for international orders.
Please ensure that any items returned are in their unused and original condition. We appreciate your understanding.