Change of Mind Returns:
We want you to love your product, so if you are not completely satisfied with your purchase, let us know.
Most products come with a 30-day change of mind policy. If at any time within the first 30 days from the purchase date you are not completely satisfied with your order, please contact us via your Neoflam Account for return approval. Once received and inspected, we will facilitate an agreed resolution.
Please Note:
• Postage is paid by the customer.
• The product must be returned in the original packaging, with all accessories included, in a saleable condition.
• We do not accept responsibility for return items until they reach our warehouse, so we strongly recommend using tracking and/or insurance for the delivery.
• Fees may apply.
Limited Lifetime warranty.
Neoflam Australia offers a limited lifetime warranty for any defects in materials and manufacturing from the date of original purchase.
This is strictly limited to the repair or replacement of the purchased product and does not cover damage or wear & tear of the product caused by misuse or other external causes. Any attempt to disassemble a Neoflam product will result in withdrawal of warranty privileges.
The customer is responsible for all shipping and handling costs, along with the itemised proof of purchase (hold onto your receipt).
Neoflam must be notified of your return item before sending out the product. Neoflam reserves the right to refuse and return damaged items that do not follow the above description after inspecting the returned item.
All shipping and returning costs are non-refundable and will be charged to the customer. If Neoflam decides to replace the item, the replacement will not extend the life of the warranty.
Neoflam will not accept any additional charges for work performed by the customer or third party unless it is authorised by Neoflam Australia.
Neoflam Australia guarantees to repair or replace any cookware found with a manufacturer default.
The warranty does NOT cover:
Misuse
Ordinary wear and tear
Impact damage or breakage, dropping, accidents
Extreme temperature changes (such as pre-heating cookware empty, letting liquids boil dry, immersing hot pan into cold water, resulting damage to the pan and/or other property)
Nonstick performance if the problem is not reported after first use
Minor imperfections and slight colour variations are normal because each piece of Neoflam cookware is handcrafted. There might be some slight imperfections on the ceramic surface that do not affect the product's performance.
What will void my warranty?
If your Neoflam is used on high heat for an extended period of time, the metals may separate and cause extreme damage to your Neoflam.
If your Neoflam is left empty on a heated burner for an extended period of time.
If your Neoflam pieces are used in the microwave
If metal utensils are used on the nonstick cooking surface.
If improper cleaning methods, such as the use of abrasive scouring pads, steel wool, abrasive cleansers, bleach and/or oven cleaners, have been used.
· You prefer us to assess your cookware and determine if it is eligible for replacement?
· Please send your item with a short description of the problem and a copy of your purchase receipt. Please make sure you include your name, your postal address and contact details (phone and email).
· Please note that we will not accept and/or assess any claims without proof of purchase.
· Send it to:
· Neoflam Australia Pty Ltd,
· Unit 2, 13 Towers Drive,
· Mullumbimby NSW 2482
· Change of Mind Returns:
· We want you to love your product, so if you are not entirely satisfied with your purchase, please let us know.
·
· Most products come with a 30-day change of mind policy. If at any time within the first 30 days from the purchase date you are not fully satisfied with your order, please contact us through your Neoflam Account for return approval. Once we receive and inspect your return, we will arrange an agreed resolution.
·
· Please Note:
· • Postage is the responsibility of the customer.
· • The product must be returned in the original packaging, with all accessories included, and in a saleable condition.
· • We do not accept responsibility for return items until they arrive at our warehouse, so we strongly recommend using tracking and/or insurance for the delivery.
· • Fees may apply.
·
· Limited Lifetime Warranty.
· Neoflam Australia offers a limited lifetime warranty for any defects in materials and workmanship from the date of original purchase. This warranty strictly covers the repair or replacement of the purchased product and does not extend to damage or wear and tear caused by misuse or external factors. Any attempt to disassemble a Neoflam product will lead to the withdrawal of warranty privileges.
· The customer is responsible for all shipping and handling costs and must provide itemised proof of purchase (please keep your receipt).
· Neoflam must be notified about your return item before sending the product. Neoflam reserves the right to refuse and return damaged items that do not conform to the above conditions after inspecting the returned item.
· All shipping and return costs are non-refundable and will be charged to the customer. If Neoflam chooses to replace the item, the replacement will not extend the warranty period.
· Neoflam will not accept any additional charges for work performed by the customer or third parties unless authorised by Neoflam Australia.
· Neoflam Australia guarantees to repair or replace any cookware found to have a manufacturing defect.
·
· The warranty does NOT cover:
· Misuse
· Ordinary wear and tear
· Impact damage or breakage, dropping, accidents
· Extreme temperature changes (such as pre-heating cookware empty, allowing liquids to boil dry, or immersing a hot pan in cold water, which can cause damage to the pan and/or other property)
· Nonstick performance if the problem is not reported after the first use
· Minor imperfections and slight colour variations that are normal because each piece of Neoflam cookware is handcrafted, meaning there may be slight imperfections on the ceramic surface that do not affect the product's performance.
·
· What will void my warranty?
· Using your Neoflam on high heat for an extended period may cause the metals to separate and lead to severe damage.
· Leaving your Neoflam empty on a heated burner for an extended period.
· Using your Neoflam pieces in the microwave.
· Using metal utensils on the nonstick cooking surface.
· Employing improper cleaning methods, such as using abrasive scouring pads, steel wool, abrasive cleansers, bleach, and/or oven cleaners.
·
· Would you like us to assess your cookware and determine its eligibility for replacement? Please send your item with a brief description of the problem and a copy of your purchase receipt. Ensure you include your name, postal address, and contact details (phone and email).
· Please note that we will not accept or assess any claims without proof of purchase.
· Send it to:
· Neoflam Australia Pty Ltd,
· Unit 2, 13 Towers Drive,
· Mullumbimby NSW 2482
· In the event of a defect, malfunction, or other failure of the product covered by this warranty, we will remedy the failure or defect at no cost to you within thirty (30) days.
· Should a defective item no longer be available for any reason, an item of similar function and value will be substituted.
·
· covered by this warranty, we will remedy the failure or defect, without charge to you, within thirty (30) days.
· Should a defective item no longer be available, for whatever reason, an item of similar function and value will be substituted.
All marketplace products are covered by our MyDeal Refund Guarantee
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