Exchange & Return Policy

Thank you for choosing COAL Cast Iron Cookware. Our priority is your satisfaction
— if for any reason you’re not completely happy with your purchase, we’re here to help. Please review our policy below, and contact us if you have any questions.

1. Eligibility for Returns & Exchanges

• You may request a return, exchange or refund within 07 calendar days
  of the delivery date of your item to you (or to your nominated recipient).

• To be eligible, the cookware must be:

  • Unused, unheated, and in brand‐new condition.

  • Returned in its original packaging, with all parts, accessories
    and documentation (e.g., user manual, maintenance guide) included.

• Items that show signs of use (e.g., cooked food residue, burn marks)
  damage, or missing parts may not qualify for return or may be subject to a deduction.

2. What Can Be Returned or Exchanged

• Defective or damaged items:
  If your cookware arrives damaged or has manufacturing defects,
  contact us immediately so we can prioritize replacement or refund.

• Wrong item shipped:
  If you receive the wrong model, size or variant, notify us within 48 hours with your order number
  and a photo of the item and packaging so we can arrange a replacement.

• Change of mind:
  If you simply change your mind, you can request a return within the 14-day window
  provided the item meets the ‘new, unused’ condition above. Exchanges (for a different size or model) may also be requested.

3. How to Request a Return or Exchange

1. Email our customer care team at order@coalcookware.com  with:

   • Your order number

   • Name and email used for the original order

   • A short reason for your request

   • (If applicable) Attached photo(s) showing any damage, defect, or issue

2. We will respond within 1 business day to confirm eligibility and provide the return instructions, including the return shipping address or exchange shipment details.

3. Once the item is received and inspected, we will process your refund or exchange promptly (see section 5 below).

4. Return Shipping & Costs

• For defective, damaged or wrongly‐shipped items:
  We will cover the cost of return shipping (from Bangladesh or your country of origin) and the cost of shipping the replacement item.

• For change-of-mind returns: The customer is responsible for the return shipping cost. We recommend using a trackable courier and insuring the package for its declared value.

• Items must be safely packaged for shipping back to prevent damage in transit. Damaged returns may affect your eligibility.

5. Refunds & Exchange Processing

• Once we receive your returned item and confirm it complies with our policy, we will notify you and process:

  • Refund: We will issue a refund to the original payment method.
    Please allow 5-10 business days for the credit to appear in your account, depending on your bank or payment processor.

  • Exchange: We will ship the replacement item once we’ve verified the return.

• For partially used or damaged items returned outside policy,
  we reserve the right to either reject the return or issue a partial refund.

6. Non-Returnable Items

The following cannot be returned or exchanged unless defective:

• Items used for cooking (showing signs of use)

• Items returned without original packaging, missing accessories or user / care guides

• Items damaged due to misuse, improper maintenance, or non‐compliance
  with our care instructions (e.g., dropping cast iron, exposing it to sudden temperature changes)

• Sale items, special clearance items (unless defective)

• International returns sent without prior authorisation from our team

7. International Shipping Considerations

• If you ordered from outside Bangladesh, you are responsible for ensuring that
  the return shipping customs paperwork is completed and any duties or taxes upon return/import are covered by you (unless we have advised otherwise).

• Refunds for international orders may be subject to currency conversion and foreign payment processing fees.

8. Contact Us

If you have any questions or concerns about your order, return, exchange or refund, please contact us:

• Email: order@coalcookware.com

• Phone/WhatsApp (Bangladesh): +880 1410 039 089 

• Business hours: Mon–Fri, 10:00 am–6:00 pm (BST)
  We aim to respond to all customer queries within 24 hours (excluding weekends & holidays).

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Summary Table

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Feel free to adjust the 14-day window, shipping policy, refund timeframe or wording to fit your operational exchange policies!