Return & Refund Policy | Our Family Kitchen Shop
Last Updated: May 16 2025
I came home to run this family kitchen shop, built on honesty and trust, bringing you reliable de Buyer kitchenware with no hidden tricks or complicated rules. This return policy is simple, fair, and heartfelt—we want every purchase to feel safe and satisfying for you.
1. Basic Return Eligibility
To qualify for a return or refund, requests must be submitted within 30 days of delivery, and items must remain in brand-new, resalable condition (to respect every future customer, just as we respect you):
– Item Condition: Unused, unwashed, unseasoned (for carbon steel/copper cookware), no scratches, stains, dents, or alterations of any kind
– Packaging & Accessories: Original packaging, tags, protective film, manuals, and all original parts must be intact and undamaged
– Proof of Purchase: Valid order number and order confirmation from our shop (for authentic de Buyer products purchased here only)
– Prior Notice: Please contact our customer service first before returning any items; unannounced returns will not be accepted by our warehouse
2. Non-Returnable Items
Kitchenware involves hygiene and safe use—we cannot accept returns for the following items, thank you for your understanding:
– Used, washed, or seasoned core cookware (carbon steel pans, copper pans, stainless steel tools, etc.)
– Items with accidental damage, scratches, dents, or issues caused by improper use, cleaning, or storage
– Requests submitted past the 60-day delivery window, or items missing original packaging/proof of purchase
3. Two Return Scenarios & Resolutions
3.1 Defective, Damaged, or Wrong Items (Our Responsibility)
If you receive a defective de Buyer product, an item damaged in shipping, or the wrong item/size, you will not be responsible for any costs:
– Contact our customer service within 7 days of delivery with clear photos/videos of the item, packaging, and shipping label for verification
– We offer full refund (including round-trip shipping) or free replacement—all shipping fees are covered by our shop
– No restocking fees, no hidden charges; full refund will be issued to your original payment method promptly
3.2 Voluntary Returns (Change of Mind, Wrong Fit, Unwanted)
We are happy to assist with returns for personal reasons, as long as items meet our brand-new, unused eligibility rules:
– You are responsible for return shipping fees; we recommend using a trackable shipping service for easy follow-up
– Refund will exclude the original outbound shipping fee; only a small restocking fee for repacking applies (no extra hidden charges)
– Once our warehouse receives and approves the returned item, refund will be processed within 3-5 business days to your original payment method (processing time varies by bank/payment platform)
4. Simple Return Process
1. Contact our customer service with your order number and return reason; we will provide a return authorization code and shipping address after quick confirmation
2. Pack the item securely (preferably in original packaging) to avoid damage in return transit, and mark the authorization code clearly on the outside of the package
3. Send the tracking number to our customer service after shipping, so we can follow up on your return delivery