Returns & Refunds
A clear return process, handled with care.
We want every CookAura order to arrive ready for confident preparation, cooking and serving. Eligible items may be returned within 30 days of delivery, provided they remain unused, unwashed and in their original condition.
The essentials before you begin a return.
Returns must be approved before shipment. Contact us with your order details, reason for return and any relevant photographs so our team can confirm the next step.
Four clear steps from request to resolution.
Do not send an item to the store address without approval. Unapproved parcels may be delayed or unable to be identified.
Contact CookAura
Email info@cookaura.bond or use the contact page with your order number, item name and reason for requesting a return.
Begin with your order detailsReceive instructions
Our team will review the request and confirm whether the item is eligible, along with the correct return address and packaging guidance.
Wait for written approvalPack the item
Include all components, manuals and original packaging. Use protective outer packaging suitable for cookware, glassware or other kitchen items.
Protect every included pieceInspection and refund
Once received, the return will be inspected. Approved refunds are issued to the original payment method.
Processing begins after inspection
Items should return in the condition in which they arrived.
To support a fair inspection, returned products must be complete and suitable for resale. Packaging should be retained until you are comfortable that the item is right for your kitchen.
- Unused and unwashed Cookware, bakeware, utensils and serving pieces must not show signs of cooking, cleaning or food contact.
- Complete with accessories Include lids, inserts, utensils, measuring pieces, manuals and every component supplied with the item.
- Original packaging retained Use the product box, protective inserts and labels where available to reduce damage during transit.
- Return approval included Follow the instructions supplied by CookAura and include any requested reference information.
What to expect after delivery and return.
Carrier transit and payment-provider processing times can vary. These stages explain when CookAura can begin each part of the process.
Request period
Submit an eligible return request within 30 calendar days of the confirmed delivery date.
Initial review
We aim to review complete requests within 3–5 business days, although complex cases may require additional information.
Return inspection
After delivery to the approved return location, inspection is generally completed within 5 business days.
Payment posting
After a refund is issued, your bank or payment provider may need additional time to display the credit.
Tell us promptly when something is not right.
Inspect your order soon after delivery. If an item arrives damaged, appears defective or differs from what you ordered, contact us before using or discarding it.
Keep the product, parcel, shipping label and protective packaging available while the issue is reviewed.
Clear details allow our team to understand the issue and determine the most appropriate resolution.
- Your order number and the affected item name.
- Photographs of the item, packaging and shipping label.
- A clear description of the damage, defect or incorrect product.
Some products require additional consideration.
Eligibility is reviewed according to the item condition, product type and circumstances of the request.
Used or washed products
Items showing food contact, cooking residue, washing, scratches from use, seasoning, staining or other signs of use are generally not eligible for a change-of-mind return.
Incomplete items
Returns may be declined or reduced when lids, inserts, manuals, accessories, protective parts or original components are missing.
Personalized or custom items
Products made, engraved or otherwise prepared to individual specifications are not normally eligible unless they arrive damaged, defective or incorrect.
Final-sale items and gift cards
Products clearly marked as final sale and digital or physical gift cards are generally not eligible for return or refund except where required by applicable law.
Refunds begin after the returned item is reviewed.
We will notify you after inspection and confirm whether the refund has been approved, adjusted or declined based on the returned condition and policy requirements.
- 01 Original payment method Approved refunds are returned to the payment method used for the original purchase.
- 02 Standard shipping charges Original delivery charges are generally non-refundable unless the order arrived damaged, defective or incorrect.
- 03 Change-of-mind return shipping Customers are normally responsible for approved return shipping costs when the return is not caused by a CookAura order issue.
- 04 Trackable return service Use a trackable service and retain the shipping receipt until your return has been inspected and resolved.
Helpful answers before you contact us.
For questions specific to your order, contact CookAura and include your order number.
Can I return cookware after using it once?
Can I send my return directly to the CookAura business address?
What happens if my order arrived damaged?
Can I exchange an item for another product?
When will I see my refund?
What if my parcel is lost while being returned?
Can a refund be reduced after inspection?
Contact CookAura before sending anything back.
Include your order number, the item involved and a brief explanation. For damaged, defective or incorrect items, attach clear photographs where possible.