Refund & Return Policy

Refund & Return Policy

At Cookvala, operated under 13 COFFEE PTY LTD, customer satisfaction is foundational to our brand value. We stand behind the design and manufacturing of our culinary products. If you are not completely satisfied with your purchase, we provide a structured, transparent, and fair returns framework.

1. 30-Day Money Back Guarantee & Free Returns

We provide a 30-Day Return Window. You have exactly 30 calendar days from the date of package delivery (as verified by the carrier tracking timestamp) to request a return. Cookvala offers Free Return Shipping for all valid returns from Singapore; we do not impose restocking fees or return handling deductions.

2. Eligibility Criteria for Returns

To ensure eligibility for a full refund under quality and safety guidelines, returned items must adhere to the following conditions:

  • The kitchenware item must be completely unused, unwashed, and in the exact condition that you received it.
  • The product must be enclosed inside its original protective inner packaging, manufacturer cartons, and include all accompanying tags, inserts, and structural styrofoam padding.
  • Any item returned with visible food residue, physical knife scratches, thermal cracks from improper user handling, or missing original components cannot be accepted for reimbursement.

3. Detailed Step-by-Step Return Process

  1. Initiate the Claim: Email our support desk at support@cookvala.com. Provide your order number, full contact information, and state the reason for return. For damaged items, please attach clear photographs.
  2. Receive Your Prepaid Label: Upon approval, our team will generate and email you a prepaid return shipping label along with specific drop-off instructions. Do not mail items back to the registration address without prior written confirmation.
  3. Package Security: Safely place the item into its original manufacturer box, enclose it securely within an outer shipping parcel, apply the prepaid return label to the exterior, and drop it off at the designated carrier counter.

4. Inspection Period & 10-Day Refund processing

Once your returned package arrives back at our warehouse facility, it will undergo a formal structural and quality inspection by our staff within 3 business days. Following product verification:

  • We will notify you via automated email regarding the approval or rejection of your refund request.
  • Approved claims are processed immediately. Cookvala guarantees that your refund will be credited back to your original payment method within 10 Business Days from the date of evaluation approval.

Please Note: Financial institutions may require additional processing time (typically 2 to 5 business days) to clear funds and reflect the transaction balance on your statement.

5. Damaged, Defective, or Incorrect Deliveries

Please inspect your kitchenware thoroughly upon delivery. If an item arrives broken due to transit handling, contains structural flaws, or does not match your ordered specifications, please alert support@cookvala.com within 48 hours of delivery. We will issue an expedited replacement package or process an immediate full refund at zero additional cost.