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 date of purchase to request a return.
- Items must be returned unused, unscratched, and in their original packaging.
- A flat rate of $14.90 for return shipping will be deducted from your refund.
- Exclusions apply. Please see the detailed list of non-returnable items below.
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: Once we receive the product and complete our inspection, we will arrange for your exchange or refund.
Policy Details
Non-Returnable Items (Exclusions)
To avoid any misunderstanding, please be aware that 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)
Refunds and Shipping Costs
The original shipping fee paid on an order is non-refundable. The return shipping cost of $14.90 will be deducted from your final refund amount.
Furthermore, if your order initially qualified for free shipping, and a return causes the final order value to drop below the free shipping threshold for your location, the original shipping fee will also be deducted from your refund. The thresholds are:
- NSW Customers: If the final order value falls below $99, a shipping fee of $12.90 will be deducted.
- All Other Australian States: If the final order value falls below $149, a shipping fee of $12.90 will be deducted.
New Zealand Orders
For our valued customers from New Zealand, please be aware that you are responsible for covering the return shipping costs. While we are happy to process refunds for eligible items, we unfortunately cannot offer exchanges for international orders.
For any enquiries about product warranties or repairs, please see our Warranty & Repair page.