*** 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:
- 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
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.
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 email@example.com 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 firstname.lastname@example.org
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.
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.