Warranty & Returns
Our Lifetime Guarantee
We care about beautiful cookware that will last you a lifetime. Unless expressly stated otherwise on the warranty information that comes with your Essteele product, all our cookware comes with our Essteele lifetime guarantee, which is designed to ensure that you can get the most out of your cookware by ensuring that it is free from defects in materials and workmanship under normal domestic household use for the lifetime of the Product.
If the warranty information that comes with your Essteele product specifies that the product has a limited warranty, your product is guaranteed to the extent and/or time period stated, and you should refer to the product's warranty information for further details in this regard.
Please note that your product's warranty only covers Essteele cookware products purchased in Australia or on the Australian Essteele website (Essteele.com.au). The below is general in nature and is intended to supplement the warranty information that came with your product, which contains specific warranty information for your product. To ensure the validity of your warranty, please retain proof of purchase and register your product with us online or via mail using the printable registration form available on the product registration page.
Please note that only Essteele products purchased in Australia can be registered on the Australian Essteele website.
What is covered under my product warranty?
Each range of goods provided by Essteele is subject to specific warranty terms, limitations and exclusions:
- Which are supplied with the goods; and
- Which are available from Essteele upon contacting Customer Service
Essteele guarantees its cookware products against defects in materials and workmanship for the time period stated in your product's warranty information. If your product has such a defect, we will investigate the issue and if the defect is valid and not excluded from warranty coverage, we will (at our election) repair or replace your product free of charge. In the event that your exact product is unable to be repaired and is no longer available, we will provide you with the most similar alternative product that is currently available.
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law (Non-Excludable Guarantees). You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits of your product's warranty are in addition to any rights and remedies imposed by Australian State and Federal legislation that cannot be excluded (including the Non-Excludable Guarantees). Nothing in this warranty information or the warranty information that came with your product is to be interpreted as excluding, restricting or modifying any State or Federal legislation applicable to the supply of goods and services which cannot be excluded, restricted or modified, including the Non-Excludable Guarantees.
Your product's warranty does not apply where:
- The damage to or the defect in the Product is caused by normal wear and tear;
- The Product has been on-sold or assigned by the original purchaser;
- The Product has been used for any purpose other than normal domestic household use;
- The Product has been used for purposes other than the purpose for which it was designed;
- The Product has been repaired by someone other than Essteele or an authorised repairer of Essteele;
- The Product has been subject to abnormal conditions, whether of temperature, water, humidity, pressure, stress excess weight or similar;
- Corrosive or abrasive matter has been applied to the Product;
- The defect in the Product has arisen due to the original purchaser's failure to properly maintain, clean or use the Product in accordance with the Use and Care Instructions specified by Essteele;
- The Product has been misused, abused, neglected or involved in an accident, such as dropping the Product.
- The Purchaser is unable to provide valid proof of purchase.
Further, your product's warranty does not cover scratches, stains, discoloration or damage caused by overheating.
Can I return or exchange an item I am not happy with that I’ve purchased from Essteele.com.au?
Your Essteele product is subject to specific warranty terms, limitations and exclusions that are supplied with the goods and available on request. This policy is subject to any rights you may have under State or Federal legislation applicable to the supply of goods and services including the Australian Consumer Law.
Essteele will replace any goods that arrive at their destination faulty or damaged. Notification of faulty or damaged products must be received by Essteeles Customer Service Department within 48 hours of the package being delivered. Under these circumstances, Essteele will provide instructions on how to return goods in an appropriate manner. These details can be obtained by contacting our Customer Service Department.
If you wish to return an Essteele product purchased from Essteele.com.au due to incorrect choice or change of mind, Essteele will replace any undamaged item within 30 days of purchase so long as the product is returned in its original condition including unopened and unmarked packaging, and accompanied by proof of purchase in the form of an original tax invoice/receipt and/or packing slip.
Any products returned to Essteele are at the customer's own cost and risk, unless otherwise specified in writing by Essteele. Delivery and handling charges on returns are not refundable for incorrect choice or change of mind.
Can I return or exchange an item I am not happy with that I’ve purchased elsewhere?
If you have a warranty issue, please contact our Customer Service Department and select "Product Issue/Warranty".
For change of mind for an Essteele product that was not purchased directly from Essteele.com.au, contact the retailer whom you purchased from for their specific returns policies.
What do you require for the refund?
The goods in their original condition including unmarked packaging, accompanied by proof of purchase in the form of the original tax invoice/receipt and/or packing slip.
If I return an item to Essteele, will I get reimbursed for shipping costs?
No, you are responsible for the cost to ship any product back to Essteele. Shipping costs will not be refunded, except where the product returned is found by Essteele to be faulty.
How long will it take to get my refund after the goods have been sent?
A refund takes approximately 30 days and will be paid into your bank account via EFT. Essteele will only process refunds to the bank account associated with the original payment method used to purchase the goods.
How do I find warranty information for a product that is no longer shown on the website?
If a product is no longer available, please contact our Customer Service Department.
I have a problem with my cookware. How do I have it assessed?
We are sorry to hear you have a problem. Please contact our Customer Service Department and select "Product Issue/Warranty".