Refund policy

Return Policy

At Hearth Trade, we want you to feel complete confidence in the thermal mass, balanced handle ergonomics, and seasoning finish of our hearth cookware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because seasoned cast iron and carbon steel are reactive porous metals that immediately absorb cooking fats, food aromas, moisture, and burner scratches upon stovetop or campfire heating, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Cookware Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The cast iron skillet, Dutch oven, carbon steel pan, hearth glove, or scrubber must be completely unheated on stovetops or fires, unwashed, unsoiled, and in its original, brand-new condition.
  • Zero Heat & Seasoning Integrity Notice: Cookware may be unboxed indoors in clean dry hands to evaluate weight balance and size. We strictly cannot accept skillets or pots that have been placed over gas flames, induction coils, electric elements, ovens, or campfires (heating alters the factory polymerized oil sheen, leaves burner ring marks on base bottoms, and absorbs food oils/odors).
  • Cast iron and carbon steel surfaces must show zero metal spatula scrapes, water spots, detergent dulling, or surface flash rust from improper wet storage.
  • Heat-resistant aramid gloves and silicone handle covers must be 100% unworn, free of soot, grease splatters, and kitchen odors.
  • All original packaging—including molded foam cradles, moisture-barrier plastic wraps, lid edge spacers, attached hangtags, and seasoning care booklets—must remain 100% complete and undamaged inside the return parcel.
  • Commercial hospitality bulk orders or items sold as clearance are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because cast iron cookware is heavy and brittle if dropped without molded foam protection, items must be repacked in their original foam-lined cartons and shipped via a trackable service with transit insurance, as Hearth Trade cannot issue refunds for cookware cracked during return transit due to inadequate repacking.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@hearthtrade.shop within 30 days of delivery. Please include your order number, cookware model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized heavy-parcel repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a skillet diameter, Dutch oven capacity, or delivery address), contact us immediately at support@hearthtrade.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our cookware quality control inspectors will examine each item under bright lighting (verifying untouched factory oil seasoning, unscratched base rings, rust-free interiors, clean unworn hearth gloves, and intact molded foam packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@hearthtrade.shop for further assistance.