Refund policy

11.1 Change Of Mind

You have a right to change your mind and request a refund within 14 days of receipt of your order. If your order consists of multiple goods, the 14-day period begins when you get the last item of the order. This 14-day period is the time you must decide whether to cancel, and then you have a further 14 days to send the goods back to us.

If you wish to change your mind on your purchase, please contact us by replying to the order confirmation email or by submitting a contact form. We will send you the instructions to return your order via email.

If you exercise the right to cancel within the statutory 14-day period, the refund will include the standard delivery cost originally paid, in accordance with applicable consumer protection legislation.

Please, be advised that:

• You must return of the product in the same condition it was received (in its original packaging and both product and its packaging must be in perfect condition).
• Items must be securely packed in a shipping box.
• The product shall not be used, damaged, or assembled.
• To qualify for a full refund, you must return the goods in a fully resalable condition.
• You are responsible for return postage costs. Upon accepting your return request, we will inform you of the postage costs so you can decide whether to proceed with the return.

We reserve the right to deduct any amount up to 100% of the amount paid in case your order is returned in an unsalable condition. Furthermore, we reserve the right to make deductions from the refund if the returned item shows signs of use beyond what is necessary to assess its functionality.

Your return will be reimbursed no later than 14 days from the date of receipt of the returned goods.

11.2 General Issues With Our Products

If there is a question, comment or complaint about the product delivered to you, please do contact us immediately via Contact Us or by replying to your order confirmation email, explaining the issue you wish to address in detail.

11.3 Faulty/Damaged Products

If the item delivered to you is faulty or damaged, you may have a legal right to receive a replacement or a refund.

Where a damaged or defective item has been delivered to you, please contact us immediately to organise a return, replacement, or refund.

Photos of the product and carton boxes identifying the damage or defect will be required to assess the damage or defect to your product. If you are asked to hold on to the product, please do not dispose of it until we instruct you to do so. Disposing of any damaged/faulty product before we have had the opportunity to inspect it may affect your claim.

An attempt will be made to replace damaged or defective products. However, if this is not possible, we will refund your order.

11.3.1 Exclusions Of Our Responsibility To Replace Defective Product(s)

There are certain circumstances, where at our sole discretion we are not able to accept returns, cancel orders or offer a refund unless the product(s) is faulty (or unless there is any other breach of your statutory rights). These exclusions are as follows:

• Where you do not have proof of purchase.
• Improper or incorrect use of the products.
• Improper maintenance of the products.
• Due to the natural wear of products.

11.3.2 Exclusions Of Our Responsibility To Replace Damaged Product(s)

Please refuse your delivery if there is a visible damage to the shipping package. Report this to the driver carrying your package and immediately contact our Customer Service team. If you accept delivery for a damaged package, we may not be able to refund or replace your order.

If a damage is discovered after delivery, you must notify Tramontina UK within thirty (30) days to initiate a deduction, replacement of product or refund process.

11.4 Exchanges

We do not accept exchanges. If you wish to change a product you purchased from our shop, you can exercise your right to change your mind within 14 days of receipt of your order. The product must be returned following our return policies. Please refer to topic 11.1 Change of mind.

11.5 Festive Season

For orders placed during the festive season period, between 18 November and 31 December, the return policy is extended to 31 January of the immediately following year. Informing us during such period that you have decided to return the products to us, then you have a further 14 (fourteen) days to send the goods back to us.

12.1 Goods Returned Under Change Of Mind

You are only liable for any diminished value of goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

We understand that you may need to open the packaging and handle the item to assess its nature and characteristics. However, if the item is damaged, excessively handled, or missing components, we reserve the right to make a reasonable deduction from your refund to reflect any diminished value.

We also reserve the right to refuse a full refund where the following standards are not met:

• Goods are unused, disassembled, and undamaged with tags attached in their original packaging.
• Where you do not have proof of purchase (Ex. invoice, payment receipt, confirmed order).
• Where the product(s) are returned without protective packaging.
• Where the product(s) are not returned in a saleable condition (Ex: without use, without defect, without damages) and other conditions above.
• Returns after the Change of mind period, or in disagreement with the applicable returns policy.

12.2 Faulty And Damaged Items

Upon review of your returned damaged or faulty item(s) our Customer Service team will advise you of your refund. The assessment is based on the evidence provided with your claim.

If a manufacturing defect is confirmed and we are unable to replace the item, we will process a refund.

If the damaged item is refused upon delivery and returned to us, and we are unable to replace it, we will process a refund.