Refund and Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, exchange it, or credit your account, subject to the below terms. This Policy applies to products bought from Square Cookware itself and from Third Party Sellers on the Square Cookware website.

Certain parts of this Policy do not apply to Unboxed Deals, refurbished products, or pre-owned products, and this is indicated in the relevant sections below. Unboxed Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.

This Policy forms part of the Square Cookware Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products; Package your products safely and securely for protection during transit; clearly mark your return order/reference number on the outside of the parcel; and include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Unwanted products
You can return an unwanted product to us at no charge, provided: it is undamaged and unused, with the original labels and stickers still attached; save in relation to Unboxed Deals, refurbished products, and pre-owned products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable); it is not missing any accessories or parts; you log a return on the Website contact form or by sending an email to info@square-cookware.com within 14 days of delivery to you or collection by you of the unwanted product. After 14 days, you can only return a product if it is defective; and it is not one of the products listed below.

In the case of a product being returned for any reason other than a product defect or the incorrect product being delivered, the customer will be responsible for the relevant courier costs. In cases like this, only the value of the product purchased will be refunded.

Changed your mind?
If you have changed your mind and would like a credit or refund for a product, you can return it.

In the case of a product being returned for any reason other than a product defect or the incorrect product being delivered, the customer will be responsible for the relevant courier costs. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website contact form or sending an email to info@square-cookware.com.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible or we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

Defective products

We do our best to ensure that the products we deliver to you are of a high quality, in good working order, and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3: faults resulting from normal wear and tear; damage arising from negligence, user abuse or incorrect usage of the product; damage arising from electrical surges, sea air corrosion, or any other damage caused by natural elements (“acts of God”); damage arising from a failure to adequately care for the product; damage arising from unauthorized alterations to the product; where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and in relation to Unboxed Deals or pre-owned products, signs of handling and/or repackaging.

Standard Warranty

If you have received a product which turns out to be defective or of poor quality on arrival (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 5 years after delivery / collection of the product. You can do so by logging a return on the Website contact form or sending an email to info@square-cookware.com, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

Where you request a repair / replacement of an Unboxed Deal, refurbished product or pre-owned product and a repair is not possible, we will see if we have a replacement Unboxed Deal, refurbished product or pre-owned product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not an Unboxed Deal, refurbished product, or pre-owned product) is not the same product as an Unboxed Deal, refurbished product or pre-owned product. Therefore, Unboxed Deals, refurbished products and pre-owned products are discounted, compared to products in perfect condition.

As stated above, the Standard Warranty only applies to products with manufacturing defects or to products that arrive at your location in poor condition. In the case that a product is returned for repair of damage not caused by a product defect, all courier fees will be for your (the customer’s) own expense.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Square Cookware is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your shopping experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.

Direct Warranty (stipulated on product page)

A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through Square Cookware.

If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.

Damaged items can be returned within 7 days in accordance with our returns policy. In the event of a refund, it will be done by Square Cookware. Our Customer Service Team will provide you with the supplier details when you as a customer log the problem.

Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.

Gift Vouchers

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to reimburse Square Cookware for the cost of collecting the product from you and the cost of having the product returned to you.

Please note that we generally only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account. Exceptions are made at Square Cookware’s discretion.