Refund policy

We want you to be happy with your Cocinaworks purchase. If you change your mind or something is not right with your order, contact us at cocinaworks@gmail.com and we will help you with the next steps.

Change of mind

You may request a change-of-mind return within 30 days of receiving your order.

To be eligible for a change-of-mind return, the product must be:

  • unused;
  • in its original packaging;
  • complete with all parts or accessories supplied; and
  • in a condition suitable for resale.

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to us.

The original delivery charge is not refundable for change-of-mind returns.

Sale and clearance items

Products purchased on sale are still eligible for change-of-mind returns under the conditions above.

Products specifically marked Final Clearance cannot be returned for change of mind.

This does not affect your rights if a sale or clearance product is faulty, damaged or otherwise covered by the Australian Consumer Law.

Bundles

If you change your mind about an entire bundle, the complete bundle should normally be returned together.

If your change of mind relates to one product within a bundle, please contact us at cocinaworks@gmail.com before returning anything. We will discuss the available options with you, taking into account the bundle and promotional pricing that applied to your order.

If an individual product within a bundle is faulty, damaged or incorrect, your rights under the Australian Consumer Law continue to apply.

Faulty, damaged or incorrect products

If your product:

  • arrives damaged;
  • is faulty;
  • is not as described;
  • has missing parts; or
  • is not the product you ordered,

please contact us at cocinaworks@gmail.com with your order details and, where helpful, photographs showing the issue.

Please let us know about products damaged during delivery as soon as reasonably possible. This helps us investigate the issue with the delivery carrier and resolve it quickly.

We will assess the problem and provide the appropriate remedy, which may include a repair, replacement or refund.

Where a product is faulty, damaged or incorrectly supplied and a return is required, Cocinaworks will cover the reasonable cost of return postage.

Your rights for faulty or defective products are not limited to our 30-day change-of-mind period.

How to request a return

Before sending anything back, email cocinaworks@gmail.com with:

  • your order number or other proof of purchase;
  • the product you would like to return; and
  • the reason for the return.

Once your return has been approved, we will provide the return instructions and return address.

Please do not send products back before contacting us.

Exchanges

For change-of-mind purchases, we do not operate a direct exchange process.

If you would like a different product, you can return the original product in accordance with this policy and place a new order for the item you would prefer.

This does not affect your right to receive a replacement where a product is faulty and you are entitled to one under the Australian Consumer Law.

Refunds

Once we receive and assess your return, we will let you know whether the refund has been approved.

Approved refunds will be processed to your original payment method within 10 business days of approval.

Your bank, credit card provider or other payment provider may take additional time to make the refunded amount available to you.

For approved change-of-mind returns, the refund covers the price paid for the returned product. Original delivery charges are not refunded.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you are entitled to choose a refund or replacement. If the problem is minor, we may choose to repair the product or otherwise provide an appropriate remedy in accordance with the Australian Consumer Law.

Nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law.

Questions or returns

For questions about returns, refunds, damaged products or an order you have received, contact us at: cocinaworks@gmail.com