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Welcome to the colourful world of Neoflam and The Healthy Kitchen Revolution!

We trust your experience cooking with our award winning cookware will be an enjoyable one and we congratulate you for taking one more important step towards a healthy life.


What is Ecolon Natural Non-Stick?

Ecolon Natural Non-Stick is a ceramic-based coating, which is mostly made of silicon dioxide (also known as silica or SiO2), a material commonly found in natural elements such as stone and sand. The Ecolon Natural Non-Stick coating offers an environmentally friendly, perfectly safe, scratch resistant cooking performance and stands as the only healthy, chemical free alternative to the common and misused traditional PTFE non-stick coating. Being a natural-based non-stick surface Neoflam cookware does not behave exactly as you may expect of a chemical-based PTFE non-stick and in return will not release harmful chemicals into your food and environment.



How to use my Neoflam

Neoflam pans are made from Natural Ecolon which is a non stick ceramic coating made of sand, stone and silica and is a healthy and safe alternative to the toxic PTFE non-stick coatings.

Being a non-stick cookware there is sometimes a comparison of Neoflam Ecolon Natural Non-Stick coating to the toxic PTFE based cookware. This comparison can often lead to using cooking methods that are not suitable for the Ceramic coating and may result in food sticking to the pan.

The Four Golden Rules:

  1. Cooking Temperatures

Neoflam Ecolon Natural Non-Stick coating is durable, toxin free and can stand any desired cooking temperatures. UNLIKE traditional PTFE based non-stick cookware which can release toxic fumes when overheated the Neoflam Ecolon Natural Non-Sticknatural elements will provide a clean and healthy cooking environment. So don’t be afraid to use high heat when required.

Proper cooking temperatures can prevent sticking.  A great example is if a high protein food, like eggs are cooked on low heat, it may stick.

Useful  Tip

Preheat your pan to the desire temperature.

Pour a bit of oil in your preheated pan, enough to cover the bottom of the cooking surface. This helps to form a natural barrier that prevents food from sticking.

Now add your food, there should be a sizzling sound when your food touches the preheated pan, indicating that the browning or searing process has begun.

Allow your food to cook without disturbing it for a bit.

If your food makes no sound on initial contact with the pan your heat is too low, and if it is more of a crackle than a sizzle, your heat is too high. In both scenarios sticking may occur.

  1. Use a bit of cooking oil

The EcolonTM Natural Non-Stick coating is made of natural materials and requires a bit of oil every time you cook to create a natural barrier between the food and the pan.

Thanks to the Neoflam EcolonTM Natural  surface, you can cut down on fat quantity without compromising the flavour.

  1. Right size pan

It is important to use the right size pan for the amount of food being cooked, otherwise this allows the heat to concentrate on the area of the pan not cooking the food eventually overheating and diminishing the effectiveness of non-stick surface.

  1. Don’t forget to give your pan a good clean after every use.

Using the soft cloth or a paper towel only smears the food residue around the surface making it appear clean whereas in fact imperceptible traces of food can be left behind if the pan is not cleaned properly.

Neoflam EcolonTM Ceramic coating is a strong, durable material applied in a few layers for extra durability. Don’t be afraid to give your pans a good clean removing any small traces of food that when remain on the pan and with repeated use, will burn into the pan and sticking will occur.

Do not use coarse scouring pads or harsh abrasives to clean cookware and do not gouge the non-stick-coating. Do not use oven cleaners to clean cookware, as these are not designed for this purpose and will ruin the cookware.

For full Cooking instructions Neoflam Use and Care


What oil can I use with Neoflam?

We don’t recommend a particular oil to use, however be mindful of the smoking point of the oil when cooking. Smoke point is the temperature to which oil can be heated before it smokes and discolours — indications of decomposition. At the smoke point, the oil begins to emit unpleasant odours and impart unsavoury flavours to your meal. This may burn your food and damage your pan non stick surface.

Don’t use spray on oils as these contain sugar and will create build up on the surface of your pan and eventually effect the non-stick surface



What cooktop can I use with my Neoflam?

Neoflam cookware is suitable on ceramic, halogen and gas cook-tops with specific items being induction compatible.

For induction suitability, only cookware with a magnetic base works on induction cook-tops. To check cookware suitability, place a magnet on the base. If the magnet adheres, the cookware is induction compatible. Look for the Induction Ready symbol on Neoflam cookware packaging.


Is Neoflam cookware oven safe?

Neoflam cookware is oven-safe.

  • For fan assisted ovens, adjust the temperature in line with the oven manufacturer’s guidelines.
  • The max temperatures depend on the handle on your Neoflam pan. Please check packaging for details.
  • Lids with Bakelite knobs are not to be used in temperatures higher than 180o
  • Always place the pan in the centre of the oven where it is not touching or close to the heating element. This will avoid heating your pan to a higher temperature than your recipe calls for, which may burn your food and damage your cookware.
  • Always use silicon gloves or oven mitts when removing cookware from the oven
Is Neoflam cookware dishwasher safe?

For dishwasher suitability please refer to your cookware packaging information.

We always recommend hand washing to prolong the life of the cookware.


My Neoflam pan is sticking? Why? What can I do?

Regardless of the surface technology, natural or synthetic, loss of non-stick performance is attributed to the way it is used and cleaned.

Being a natural, ‘breathing’, surface it is far more effected by the way it is used and cleaned but when used correctly, EcolonTM coating can offer a natural non-stick performance, and while different to the traditional toxic PTFE non-stick performance (remember Ecolon does not contain Phosphorus or any other heavy metals in its blend), it is still highly regarded in the alternative non-stick world.

So why your pan stick?

  1. Cooking Surface Too-Hot &/or Too Cold

Using cooking methods not suitable to the food prepared may result in food sticking to the pan. The most common mistake is when cooking high protein food such as eggs and meat on low to medium heat. High protein foods do require high heat when cooked otherwise can stick to the pan.

Neoflam EcolonTM Natural Non-Stick is durable, toxin free and can stand high heat so don’t be afraid to up the flames when needed!

Useful Tip:

If food sticks to the pan during cooking, add a small amount of water to the part of the pan that the food is stuck to.  Adding moisture will create a burst of steam that should lift any food stuck to the pan.

  1. Cooking Surface Not Properly Cleaned

The build-up of baked-on, or carbonised, micro layers of cooking residue form a barrier between the food and the non-stick surface. Give your pan a good cleaning after each use to prevent this carbonisation build up will help maintain non-stick performance and longevity.

Hard to remove stains on the cooking surface are usually an indication of the carbonisation of oils and fats from cooking.

Useful Tip:

Make a paste from of equal parts of baking soda and water. With a non abrasive scourer or brush, rub the paste over the stained area. The discoloration of the paste is your indication that the stain is lifting. Wash and rinse well before use.

Neoflam warranty does not cover the non-stick performance unless reported after first use



Why my Neoflam coating scratched? Can I still use it?

As the Neoflam Ecolon Natural Non-Stick coating is made out of natural elements like sand and stone and is 100% free of any harmful chemicals and heavy metals, scratched cookware will not harm you, your family or the environment. Unlike traditional PTFE based non-stick cookware which can release toxic fumes if damaged and even before, you can rest assured knowing that your Neoflam will always provide a clean and healthy cooking environment.

Neoflam uses the most advanced ceramic technologies and its Ecolon Natural Non-Stick coating is quality tested to resist peeling or chipping, however these may occur if cookware is misused.

Cutting and using metal utensils on the surface can scratch the non-stick interior. If knives or forks are used these may also damage the interior surface. Improper cleaning methods like the use of abrasive scouring pads, steel wool, abrasive cleansers, bleach and/or oven cleaners can cause scratches. Stacking the cookware with no protective layer in between pans may damage the coating surface.

Any of these procedures will void the warranty.



There are stains on my cookware? What may have caused them? and how do I clean them?

The brown marks are an indication of scorching which is caused through cooking.

If black deposits form on your non-stick coating this is likely to have resulted from prolonged exposure of the non-stick surface to high heat during cooking with fats and oils, which can break down. This can create carbonised oil and fat films. These factors will accelerate the loss of the non-stick performance. If this happens then empty any loose food, make a paste out of equal parts baking soda and water. Rub in a circular motion with a non-metallic soft scourer, or perhaps a soft brush. If the baking soda mixture starts turning brown, you are on the right track. Rinse well with cool water and dry.

For more stubborn stains and dried or burnt food, bring to boil three parts water with one part detergent or white vinegar in the Neoflam pan for five minutes, set aside for a period to cool and allow these deposits to soften then rub with a soft brush. Discard solution, rinse and dry.

Sometimes it is too late and the baked on grease cannot be removed.

The exterior surface of your Neoflam can stain if grease is allowed to burn on to it. This can be very difficult to remove, if at all. Making a paste of baking soda and water and then applying it to the stain and rubbing will dull it and sometimes remove it completely



My pan started to wobble. What may have caused it?

Some of Neoflam cookware is designed to have a “little belly” in the middle to allow liquid to run to the sides, especially when grilling.

The wobbling effect may also appear when using a smaller flame than the pan size. This allows the heat to concentrate on the middle area of the pan creating temperature difference between the middle and the edges of the pan possibly resulting in uneven surface.


I think my pan is faulty. What can I do?


Neoflam warranty

*** As of the 1st January 2017 there is no need to register your cookware for warranty.  Warranty would be given for items purchased only at Neoflam Australia authorised retailer and upon presenting your purchase receipt.

Limited Lifetime warranty.

Neoflam Australia offers a limited lifetime warranty for any defects in materials and manufacturing from the date of original purchase.

This is strictly limited to the repair or replacement of the purchased product and does not cover damage or wear & tear of the product caused by misuse or other external causes.  Any attempt to disassemble a Neoflam product will result in withdrawal of warranty privileges.

The customer is responsible for all shipping and handling costs along with the itemised proof of purchase (hold onto your receipt).

Neoflam must be notified of your return item before sending out the product.  Neoflam reserves the right to refuse and return damaged items that do not follow the above description after inspecting the returned item.

All shipping and returning costs are non-refundable and will be charged to the customer.  If Neoflam decides to replace the item, the replacement will not extend the life of the warranty.

Neoflam will not accept any additional charges for work performed by the customer or third party unless it is authorised by Neoflam Australia.

Neoflam Australia guarantees to repair or replace any cookware found with a manufacturer default.

The warranty does NOT cover:

  • Misuse
  • Ordinary wear and tear
  • Impact damage or breakage, dropping, accidents
  • Extreme temperature changes (such as pre-heating cookware empty, letting liquids boil dry, immersing hot pan into cold water resulting damage to the pan and/or other property)
  • Nonstick performance if the problem is not reported after first use
  • Minor imperfections and slight colour variations which are normal because each piece of Neoflam cookware is hand crafted so there might be some slight imperfections on the ceramic surface that do not affect the performance of the product.

What will void my warranty?

  • If your Neoflam is used on high heat for an extended period of time, the metals may separate and cause extreme damage to your Neoflam.
  • If your Neoflam is left empty on a heated burner for an extended period of time.
  • If your Neoflam pieces are used in the microwave
  • If metal utensils are used on the nonstick cooking surface.
  • If improper cleaning methods causing scratches been used, or the use of abrasive scouring pads, steel wool, abrasive cleansers, bleach and/or oven cleaners.

If your cookware looks something like this it is probably not covered by warranty

 

Please read our FAQs and Neoflam Warranty Terms & Conditions for more information

You prefer us to assess your cookware and determine if it is eligible for replacement?

Please send your item with a short description of the problem and a copy of your purchase receipt. Please make sure you include your name, your postal address and contact details (phone and email).

Please note that we will not accept and/or assess any claims without proof of purchase.

Send it to:

Neoflam Australia Pty Ltd,

Unit 2, 13 Towers Drive,

Mullumbimby NSW 2482

 

In the event of a defect, malfunction or other failure of the product covered by this warranty, we will remedy the failure or defect, without charge to you, within thirty (30) days.

Should a defective item no longer be available, for whatever reason, an item of similar function and value will be substituted.

Replacement parts.

Neoflam Australia can provide  handles or knobs that need replacement, a postage and handling fee will apply of $7.00 aud.   Please contact us on  sales@neoflam.com.au for availability and quote.

Returns Policy – Online purchases only: 

We want you to be 100% happy with your Neoflam purchase.  If any of the issues listed below occur, please contact our warranty department on warranty@neoflam.com.au

RETURNS

Damaged in transit 
Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

Replace the product (subject to availability)

  • Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Wrong item delivered  
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims
Neoflam  Australia  warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

This Faults and Warranties policy does not cover:

Normal wear and tear

  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care.
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

 

14 day returns  
We want you to love the products you buy from us. If have purchased your Neoflam product from our website and you change your mind, you may return it to us within 14 days of the date you received it, no questions asked.

You will be responsible for all shipping charges to facilitate a change of mind return. If you change your mind, we will provide you with a store credit voucher in an amount equal to the price you paid for the product, less all shipping costs

Items returned must be in ‘as-new’ condition. This means you have not used, assembled, damaged, washed  any of the items. Please return items secured in their original packaging. If you cannot return an item ‘as new’ in its original packaging, a handling and restocking fee may apply up to 30% of the value of the item.

If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

Cancellations
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product. After your order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavor to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.

Your consumer rights
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you

Still have a claim? Click here to fill in our return form



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