Fault, damage, or a change of heart.

The piece left us wrong. A casting that has cracked along the wall or the helper handle without being dropped. Enamel that has flaked away from the rim or the interior on first use. A riveted handle that is loose out of the carton. A tri-ply base that is delaminated, so the stainless skin lifts from the core. A glass lid that does not seat on the rim it was made for. A kettle whose thermostat cuts out at the wrong temperature. Send photographs of the piece and the carton, and we replace it or refund it in full, and we pay the freight both ways.

The piece left us sound and the kitchen damaged it. Thermal shock is the classic one: a hot skillet into cold water, or a cold pan onto a hot ring, which cracks or warps bare iron and can craze or chip enamel. Rust on a bare iron pan that was put away wet. Carbon burnt onto the cooking surface because the heat was too high, or a polymerised layer that has gone sticky and uneven. Scoring and coating loss from metal utensils or a dishwasher cycle that a care card told you to avoid. Enamel chipping from a knock against the sink. These are not faults and are not covered; we will still tell you how to strip, reseason and bring the pan back.

You ordered the 25 cm skillet and wanted the 27 cm grill pan, or the colour does not suit the kitchen. Unused, unseasoned and still in the original wrap with the carton and the care card: write within fourteen days of delivery and we take it back, with you paying return freight. Once a pan has been heated, oiled and cooked in, the seasoning has bonded to the iron and the piece can no longer be sold as new, so we cannot accept it back for a change of mind. That is the hard line on this page, and it is the same reason we cannot resell it to someone else.

A return undoes a purchase. A warranty repairs or replaces a piece that failed in normal use after the fourteen-day window. We give twelve months against manufacturing defect on cast and stainless bodies, and ninety days on coatings and nonstick surfaces, which are consumables and wear with heat. The warranty does not cover thermal shock, rust from wet storage, burnt-on carbon, dishwasher damage or commercial-volume abuse.

Laser-etched logos, custom enamel colours, non-standard sizes and private-label runs are made to your specification and cannot be resold, so they are not returnable for a change of mind. A manufacturing fault on a custom run is still our responsibility.

Consumers in the European Union and the United Kingdom have a fourteen-day right to withdraw from a distance sale, running from delivery, without giving a reason. Tell us in writing inside that period. The goods must come back unused, unseasoned and in their packaging; you pay the return freight and we refund the goods value within ten working days. Business-to-business orders, custom runs and clearly personalised pieces are outside that right.

If a parcel is returned to us because the receiver refused it, did not pay import duty or could not be reached, we treat it as a change of mind on arrival: we refund the goods value less the outbound and return freight we actually paid, and we pass on any duty the carrier has charged. Tell us early if a consignment is stuck and we will do what we can with the forwarder before it becomes a return.