Returns and refunds

Last updated 4 September 2026. Readable before you pay, and part of our
Terms of sale.

The short version

Thirty days from delivery. Unused, in its original packaging, with everything that came with it. We pay
return carriage if the fault is ours; you pay it if you changed your mind. Refunds go back to the original
payment method within five business days of the return reaching us. Used blades, seasoned cast iron and
opened consumables are the exceptions, and they are listed below.

1. The window

You have 30 calendar days from delivery to start a return. Email us with the order number
and what you would like to do. We reply with an authorisation and the return address. Please do not send
anything back before you have that; unauthorised returns are hard to match to an order and slow your refund.

2. Condition

Unused and in the packaging it arrived in, with lids, guards, cards and any fixings. Opening a box and
handling a piece is not “used”. Cooking in a pan, cutting with a knife, oiling a board or running
a service through a dishwasher is. We would rather you ask a question before you use something than discover
afterwards that it was not what you wanted.

3. What we cannot take back

• Knives that have been used or sharpened. Once an edge has been through food or across a
  stone we cannot resell it, and hygiene rules that out in any case.
• Cast iron that has been cooked on. Seasoning is a change to the surface and it is not
  reversible.
• Boards that have been oiled or cut on.
• Opened consumables — wax wraps, filters, and anything sealed for hygiene.
• Made-to-order or personalised pieces, where we say so on the page before you buy.

If anything in that list arrives faulty or damaged, section 5 applies instead and you are fully covered.

4. Who pays carriage

We do, with a prepaid label, if the piece is faulty, damaged in transit, not what you
ordered, or not as described. You do if you changed your mind, and we recommend a tracked
service — until it reaches us it is still your parcel. There is no restocking fee either way.

5. Faulty, damaged or wrong

Tell us within 7 days if a parcel arrives damaged and photograph the outer packaging as well as the piece;
that is what the carrier claim needs and it is much harder to make later. For a fault appearing later within
the manufacturer’s warranty, we handle the claim for you rather than sending you to them. Either way you
choose a replacement or a full refund including the original carriage.

6. What is not a fault

Some of what looks like damage is the material behaving normally, and we would rather say so here than
argue about it later. Cast iron develops a mottled patina. An unpolished stainless interior discolours to a
faint straw or blue tint with heat, which is oxide and not damage. Wood moves seasonally and darkens with
oil. Stoneware glaze varies in tone between batches, and small dark specks in a body are iron in the clay.
None of those are defects. Chips, cracks, warping, a handle working loose or a glaze that crazes in normal
use all are, and they are covered.

7. Refunds

We inspect a return the day it arrives. Once accepted the refund is issued to the original payment method
within five business days; your bank then takes its own three to five for a card. We refund
the price of the goods and any tax on them, plus outbound carriage when the return is our fault. We email you
when the refund is issued, with the amount.

8. Exchanges

We do not run exchanges, because they are slower for you. Return for a refund and place a new order; if the
new order goes in before the return reaches us, send us the new order number and we will handle the two
together.

9. Cancelling before dispatch

Cancel before dispatch and nothing is taken. We ship quickly, so email as soon as you can. If it has gone,
treat it as a return.

10. Parcels that do not arrive

If tracking says delivered and it is not there, tell us within 14 days. We open a carrier investigation,
which takes five to seven business days, and resend or refund at the end of it. We do not ask you to chase
the carrier.

11. Your statutory rights

Nothing here limits any right you have under consumer law. Where the law gives you more than this policy
does, the law wins.

12. Where to send a return

We give you the address with your authorisation. Please do not send anything to the registered office; it
is not a warehouse. Questions: support@tblholdings.store.