Refund policy
Thank you for shopping with Anderson Cookware. We aim to provide a clear, fair, and transparent returns process for all customers. By placing an order, you agree to the terms outlined below.
Return Window
You may request a return within 30 days from the date you receive your order. Return requests submitted after this window cannot be accepted.
Conditions of Return
To be eligible for a return, items must be:
- Unused, unwashed & undamaged
- Returned in its original packaging and in the same condition as received
- All accompanying materials, including tags, manuals, and accessories, must be included.
Please note:
Returns that do not meet the above criteria, or if the return is requested after the return window closes, will not be accepted.
Non-Returnable Items
The following items can not be returned:
- Customised or personalised items
- Clearance or final-sale items (if applicable)
How to Start a Return
To request a return, please send an email to support@shopandersoncookware.com with:
- Full name
- Order number
- Item(s) you wish to return
- Reason for return (optional)
Once your request is approved, we will send you the correct return address for your area, as well as detailed instructions on how to prepare and ship your package. Depending on the product, returns may be directed to our international logistics centre.
Please do not return items without contacting us first as unauthorised returns cannot be processed. Do not send returns to the sender address or warehouse address printed on the parcel.
Return Shipping Costs
Customers are responsible for the cost of return shipping, unless the item arrived damaged, defective, or incorrect. We do not reimburse return postage fees.
We strongly recommend that you use a trackable shipping method as this protects you if your package is delayed or lost in transit. Tracking also provides proof of delivery so we can process your refund quickly and correctly.
Refunds
Once the returned item has been received and inspected, the refund will be processed within 14 days via the original payment method.
No restocking fees apply to the return. You will receive a full refund for all eligible items (minus return shipping unless the item is defective or incorrect).
If the refund is delayed, please allow time for your bank or payment provider to complete the processing.
Cancellations & Exchanges
Cancellations
Orders can be cancelled or amended within 24 hours, provided the order has not been processed. After this time, no changes can be made.
Exchanges
We do not offer direct exchanges. If you would like a different item, size or color, you can return the original item (if eligible for returns) and purchase the desired item as a new order.
Damaged, Defective, or Incorrect Items
If your item is defective, damaged during delivery or incorrect, please contact us as soon as possible with:
- Order number
- Clear pictures of the problem
- A brief description of the error
Depending on the nature of the fault, our team will offer a free replacement, partial refund or full refund. If the item is no longer available, a full refund will be issued.
Lost, Stolen or Unclaimed Packages
If a reasonable amount of time has passed since your order was dispatched and you have not received your package, please follow these steps:
- Check your tracking information
- Contact our customer service team for assistance
We are not liable for delivery delays caused by carriers, customs, or events outside our control. Risk passes to you when the carrier records the parcel as delivered to the address you provided. If a parcel is confirmed lost in transit before it is marked delivered, we will send a free replacement, or refund you if the item is unavailable. Once a parcel is marked as delivered, we are not liable for theft or loss after delivery.
If your package is returned to us for any reason (including being unclaimed, sent to the wrong address, or returned by the shipping company), your order will be refunded according to our standard refund policy once it is received back at our warehouse.