Lecreuaset Refund Policy

At Lecreuaset, we want you to be fully satisfied with your purchase of Kitchenware, Cookware, Stoneware, and Wine Accessories. Whether you’re returning a chipped ceramic bowl, a non-stick pan that doesn’t meet your needs, or a wine aerator you no longer need, our refund policy is designed to be fair, transparent, and tailored to the unique nature of our products. Below are detailed guidelines to help you navigate the refund process smoothly.

1. Eligibility for Refunds

To qualify for a refund, your item(s) must meet the following criteria—we’ve adjusted these rules to account for the durability and usability of kitchen and wine products:

  • Return Window: You must initiate a refund request within 30 days of the delivery date (confirmed by the shipping carrier’s tracking information). Requests made after 30 days will not be processed, except for defective items (see Section 4).
  • Item Condition: The product must be in its original, unused, and undamaged condition with all original tags, packaging, and accessories included. For kitchenware and cookware:
  • No signs of use (e.g., no scratches on non-stick surfaces, no food residue in pans, no wear on wooden utensil handles).
  • Stoneware and ceramic items must be free of chips, cracks, or glaze damage (minor manufacturing imperfections are covered under warranty, not standard refunds).
  • Wine accessories (e.g., corkscrews, decanters) must be unassembled (if applicable) and free of any marks from opening bottles or handling wine.
  • Exceptions: Final-sale items (clearly marked “Final Sale” on the product page, often including clearance cookware sets or limited-edition stoneware) are non-refundable, even if returned within 30 days. Custom-engraved items (e.g., personalized wine openers) are also non-refundable unless defective.

2. How to Request a Refund

Follow these steps to initiate a refund for eligible items—we’ve simplified the process to minimize hassle, especially for fragile products like stoneware:

  1. Contact Us First (Mandatory): Do not ship items back without prior approval. Email our customer service team at [email protected].
  • Your full name, order number (found in your confirmation email or account dashboard), and shipping address.
  • The product name, SKU (found on the product page or packing slip), and quantity you want to return (e.g., “Lecreuaset 10-Inch Non-Stick Frying Pan, SKU: LCP-10NS”).
  • A brief reason for the refund (e.g., “too small for my stovetop,” “changed mind about style”—this helps us improve our product selection).
  • For fragile items (stoneware, ceramic cookware), attach photos of the product and its original packaging to confirm it’s unused and undamaged (this speeds up inspection).
  1. Receive Return Instructions: We’ll respond within 24 business hours (Monday–Friday, 9 AM–5 PM EST) with:
  • A unique Return Authorization (RA) number—write this on the outside of your return package (missing RA numbers will delay processing).
  • A pre-paid shipping label (for all U.S. orders; international orders require you to cover return shipping costs, unless the item is defective). For fragile items, we’ll also include tips for secure packing (e.g., using bubble wrap for stoneware) to prevent damage in transit.
  1. Ship the Item Back: Pack the product securely (use the original box if possible—our packaging is designed to protect kitchenware). Attach the pre-paid label and drop the package at the designated carrier location (e.g., UPS, USPS). Keep the return tracking number for your records—this helps resolve issues if the package is lost.

3. Refund Processing Timeline & Method

We process refunds quickly to minimize delays, and we’ll keep you updated at every step:

  • Inspection Period: Once we receive your return (typically 3–5 business days after shipping), our team will inspect the item to confirm it meets eligibility criteria. For fragile products (e.g., stoneware bowls), we’ll check for hidden damage (e.g., hairline cracks) that may have occurred during return shipping.
  • Processing Time: If approved, we’ll initiate the refund within 2–3 business days of inspection. We’ll send you an email confirmation once the refund is issued.
  • Refund Method: Refunds are always issued to your original payment method (e.g., credit card, PayPal, Apple Pay). The time it takes for funds to appear in your account depends on your provider:
  • Credit/debit cards: 5–7 business days (varies by bank).
  • PayPal: 1–3 business days.
  • Apple Pay/Google Pay: 3–5 business days.
  • Non-Refundable Costs: Original shipping costs are non-refundable for standard returns (e.g., change of mind, wrong size). However, we will refund shipping costs if the return is due to our error (e.g., sending the wrong product, defective item).

4. Refunds for Defective or Damaged Items

Given that kitchenware and stoneware are prone to manufacturing defects or shipping damage, we have special rules for these cases:

  • Eligibility: If you receive a product that is defective (e.g., a pan with a warped base, a wine decanter with a leak, stoneware that cracks during first use) or damaged in transit (e.g., a shattered ceramic mug, a bent corkscrew), you are eligible for a full refund (or exchange) regardless of the 30-day window—but you must contact us within 7 days of delivery to report the issue.
  • Required Documentation: To process the refund, email [email protected] with:
  • Your order number and product details.
  • Clear photos/videos of the defect or damage (e.g., a video of the pan wobbling on the stovetop, photos of a cracked stoneware dish and its damaged packaging).
  • For defective items used briefly (e.g., a non-stick coating peeling after 2 uses), include details of how you used and cared for the product (to confirm it’s a defect, not misuse).
  • Fast Resolution: We prioritize these requests—we’ll either:
  1. Send a pre-paid label for the defective item and issue a full refund (including original shipping costs) once we receive it; or
  2. Ship a replacement product for free (if available) without requiring you to return the defective item (for small, low-cost items like wooden spoons).

5. Refund Exceptions & Limitations

To ensure fairness for all customers, we have a few limitations:

  • Used or Damaged-by-You Items: Products with signs of use (e.g., scratched cookware, stained stoneware, wine accessories with wear) will be rejected and returned to you at your expense—no refund will be issued.
  • Lost or Stolen Returns: Lecreuaset is not responsible for return packages that are lost or stolen in transit. Use the return tracking number to monitor delivery; if the package is marked “delivered” but we haven’t received it, contact the carrier first to resolve the issue.
  • Gift Purchases: If the item was a gift (purchased with a gift receipt or by another person), refunds will be issued to the original purchaser (not the recipient) via their original payment method. If you received a gift you want to return, ask the purchaser to initiate the refund.

6. Checking Refund Status

If you haven’t received your refund or want to track progress:

  • Track Your Return: Use the return tracking number to confirm the package was delivered to our warehouse.
  • Contact Us: If you haven’t received a refund update within 10 business days of delivery to our warehouse, email [email protected] with your order number and RA number—we’ll investigate and share a status update within 24 hours.

7. Contact Us for Refund Questions

If you have questions about our refund policy, need help initiating a return, or have concerns about a pending refund, reach out to our customer service team at:

We’re here to assist you and ensure your refund experience is as smooth as using our kitchenware.