Returns & Refunds Policy
30-day home cooking trial
You need to use a pan to know whether it is right for you. That is why you can try a Titanoré Labs pan at home for 30 days when you buy it through our webshop. Normal home cooking in accordance with our use and care instructions is allowed. Not satisfied? Notify us of your return within 30 days of delivery, counting from the day after receipt.
What is allowed during the trial?
Normal cooking and use marks are welcome. Discolouration, patina and light surface marks caused by normal home cooking are not grounds for refusing a return or deducting money. Your pan does not need to be unused or like new.
Damage caused by misuse, accidents, deliberate damage or alterations is outside this voluntary trial. Professional or commercial use is also outside the home trial. If we decline a trial return, we explain the specific reason. These conditions do not restrict your statutory right of withdrawal or rights concerning faulty goods.
How to start a return
- Email info@titanorelabs.com or use our contact page within the applicable period. Tell us which products you are returning and your order number, or other information that lets us find your purchase. You do not have to give a reason.
- We send the return address and shipping instructions within 1–2 business days. Your timely notice counts; prior approval is not required to exercise your statutory right of withdrawal.
- Send the products back within 14 days of your return notice. Stop using them once you have notified us. Clean the pan, include its supplied parts and pack everything securely. The original packaging is preferred, but another adequately protective package is acceptable. Keep proof of posting; tracked shipping is recommended.
Return shipping costs
Returns are free. We cover the cost of return shipping.
Refunds
For a return that meets the trial conditions, we refund the price you paid for the returned product, including VAT and reflecting any discounts applied. We do not charge use or restocking fees for ordinary marks from the home trial.
We refund within 14 days of your return notice, using the original payment method unless you expressly agree otherwise. We may withhold the refund until we receive the products or you provide evidence of return shipment, whichever occurs first.
If you withdraw from your entire order within the statutory cooling-off period, we also refund the original cost of the least expensive standard delivery offered. Supplements for a more expensive delivery option you selected are not refunded. Original delivery costs are not refunded for partial returns or returns solely under our voluntary scheme, except where the return is due to our error or the law requires otherwise.
Other products
The cooking trial applies to our pans. Other physical products retain our voluntary 30-day return period if they are unused and in their original condition; unpacking and inspection as in a shop are allowed. Gift cards are excluded from the voluntary scheme. Statutory return rights and any more favourable purchase terms remain unaffected, including for sale items.
Statutory withdrawal and guarantee rights
For online consumer purchases in the EU, a statutory 14-day right of withdrawal generally runs from the day after you, or a third party you nominate other than the carrier, receive the goods. For an order delivered in separate parts, it runs after receipt of the final product. You can withdraw without giving a reason by a clear statement by email, post or another available contact method. You then have 14 days to send the goods back. Mandatory consumer rights in your country, including applicable UK withdrawal rights, are unaffected.
Our voluntary home trial gives you extra room to cook with your pan. A return falling outside that trial does not automatically remove your statutory right of withdrawal. A deduction for diminished value caused by handling beyond what is necessary to assess goods is only possible where permitted by law. Trial conditions never limit your statutory rights regarding faulty or non-conforming goods, including after 30 days. Existing commercial guarantee commitments remain unchanged.
Damaged, faulty or incorrect items
Contact us as soon as possible with your purchase details and, where possible, photos. We help with an appropriate solution at no cost to you. The 30-day period is not a deadline for statutory guarantee claims. Reporting within 48 hours is not required to preserve your statutory rights.
Model withdrawal form
You may complete and send the text below, but using this form is optional.
To: Titanoré Labs; info@titanorelabs.com.
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Product(s): …
Ordered on / received on: …
Name of consumer(s): …
Address of consumer(s): …
Order number (optional): …
Date: …
Signature (only if submitting this form on paper): …
We send the return shipping address after you notify us. Asking for that address is not a condition for timely withdrawal.
