Refund policy

Culinara – Return & Refund Policy

At Culinara, we’re committed to delivering high-quality, practical kitchen utensils and accessories designed to elevate your cooking experience. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe
  • The item is unused and in its original packaging
  • The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

  • Items that have been used, washed, or altered after delivery
  • Items returned without original packaging
  • Custom or made-to-order products
  • Final sale or discounted items
  • Products marked non-returnable at checkout
  • Items damaged due to misuse, improper handling, or excessive force

📝 How to Request a Return

To start a return, please contact our support team with:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the product and packaging, where applicable

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information if needed.

2. Return Instructions

If your request is approved, we will provide:

  • Return address
  • Shipping instructions

Return shipping costs are the customer’s responsibility unless:

  • The item is defective
  • The item arrived damaged
  • The wrong item was delivered

3. Refund Issuance

Once your return is received and approved:

  • Your refund will be issued to the original payment method
  • Processing time is typically 5–7 business days, depending on your payment provider

 


Return Address

Culinara  – Returns Department

UNIT 903A, 9/F., CAMERON COMM CENTRE, 458-468 HENNESSY ROAD, CAUSEWAY BAY HONG KONG

Return Shipping Costs

  • Customer Responsibility: Standard returns are shipped at the customer’s expense unless the item is defective, damaged, or incorrect.
  • Defective/Damaged/Incorrect Items: Culinara covers the return shipping costs for these items.

Order Cancellation

  • Cancellation Window: Orders may be canceled within 24 hours of placement, provided the order has not yet been shipped.
  • Order Processing Time: Culinara processes orders within 1–2 business days after a customer places an order.

Refund Method & Timeframe

  • Refund Method: Refunds are issued via the original payment method used during checkout.
  • Processing Time: Once the returned item is received and approved, refunds are processed within 5–7 business days, depending on the payment provider.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

📌 Important Notes

  • All returns must be pre-approved
  • Items must be returned in original condition
  • Shipping fees are non-refundable unless the item is faulty
  • Returns showing signs of use, damage, or missing packaging may be rejected
  • Excessive or suspicious return requests may be declined

💬 Need Help?

We’re here to support you every step of the way.

If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your Culinara experience remains smooth, simple, and worry-free.