Welcome to CookWare Global. This policy outlines important information regarding shipping, delivery, and returns for orders placed on cookwareglobal.com.

A. SHIPPING POLICY

  1. Processing Time: All orders are processed within 2-3 business days (excluding weekends and public holidays) after payment confirmation. You will receive an order confirmation and a shipping confirmation email with tracking information once your order ships.
  2. Shipping Destinations & Carriers: We ship internationally via trusted carriers such as DHL, FedEx, UPS, or standard postal services. Available shipping options and costs are calculated and displayed at checkout based on your location and order size.
  3. Shipping Costs: Shipping costs are the responsibility of the customer and are non-refundable, except in cases where an error was made on our part.
  4. Delivery Times: Estimated delivery times are provided by the carrier and displayed at checkout. These are estimates only and are not guaranteed. Delays may occur due to customs processing, weather, carrier delays, or other unforeseen circumstances.
  5. Import Duties, Taxes & Customs: You, the customer, are solely responsible for paying all import duties, taxes, and customs clearance fees charged by your country. These fees are not included in the product price or shipping cost. We cannot predict or control these charges. Refusal to pay these fees may result in the return or abandonment of your shipment, for which we are not responsible and cannot issue a refund.
  6. Shipment Damage/Loss: Please inspect your package upon delivery. If the package appears damaged, you may refuse delivery or note the damage with the carrier. For any lost or damaged shipments, you must contact us at wayne@dramapapa.com within 7 days of the estimated delivery date. We will work with the carrier to initiate a trace or claim.

B. RETURN & REFUND POLICY

  1. Return Eligibility: We accept returns for a full product refund (minus original shipping costs) within 30 days of the delivery date. To be eligible, items must be:
    • Unused, in original condition.
    • In their original packaging with all accessories and tags.
    • Accompanied by the original order number or proof of purchase.
  2. Non-Returnable Items:
    • Items damaged due to misuse, normal wear and tear, or improper care.
    • Used, washed, or altered products.
    • Products without original packaging.
  3. Return Process:
    • Step 1: Contact our customer service at wayne@dramapapa.com to request a Return Authorization (RMA) number.
    • Step 2: Securely pack the item(s) with the RMA number clearly marked on the outside of the box. We recommend using a trackable shipping service.
    • Step 3: Ship the return to our designated warehouse address (provided with your RMA). The customer is responsible for all return shipping costs and any potential import fees for returned goods.
  4. Refund Processing:
    • Once we receive and inspect your return (typically within 5-10 business days), we will notify you of the approval status.
    • If approved, your refund will be processed to your original payment method within 10-14 business days. The original shipping cost is non-refundable.
    • We do not offer exchanges. For a different item, please return the original and place a new order.
  5. Incorrect or Faulty Items: If you receive a wrong or defective item, please contact us immediately at wayne@dramapapa.com with photos/videos of the product and packaging. We will arrange a replacement or refund and provide a prepaid return label if the error is ours.

Contact Us:
For any questions regarding shipping or returns, please contact:
Email: wayne@dramapapa.com
Company: HONG KONG ART VISUAL CULTURE COMMUNICATION LIMITED (trading as CookWare Global)