Refund & Returns Policy
We want you to love your GINSEI. If something isn’t right, returns are simple, and you have more time than the law requires.
30-day home trial. Try your GINSEI at home for 30 days. If it isn’t for you, send it back for a full refund of the item price.
1. Your right to cancel (EU)
If you are a consumer in the EU, you have a statutory right to withdraw from your purchase within 14 days of receiving your item, without giving a reason. Our 30-day home trial extends this, you have 30 days from delivery to request a return.
2. How to start a return
Email support@ginseicookware.com with your order number and let us know what you’d like to return. We’ll reply with simple instructions and a return address. Please don’t send items back before contacting us, so we can make sure your return is tracked and refunded correctly.
3. Condition of returned items
Because our products are made for daily use, you’re welcome to try them properly. We ask that returned items are clean and returned with any original packaging where possible. We may reduce a refund only if an item shows damage or wear beyond what’s needed to try it.
4. Return shipping
Return shipping within the 30-day trial is on us, we’ll provide a return label or cover the cost. If an item arrives faulty, damaged or incorrect, we always cover the full cost of the return and the replacement.
5. Your refund
Once we receive your return (or proof that you’ve sent it), we’ll process your refund within 14 days, to your original payment method. You’ll get an email confirmation when it’s done. Depending on your bank, it can take a few extra days to appear.
6. Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or not what you ordered, contact us within a reasonable time and we’ll put it right at no cost to you, a replacement or a full refund, including any shipping you paid. This is in addition to your statutory rights and our manufacturer’s warranty.
7. Exchanges
Want a different item instead? The easiest way is to return your order for a refund and place a new one, so you get exactly what you want as quickly as possible. If you’d prefer a direct exchange, just ask and we’ll help.
8. Warranty
Beyond returns, our products carry a manufacturer’s warranty against defects; the length depends on the product and is stated on its product page. Warranty claims don’t affect your statutory consumer rights. See our Terms of Service for details.
9. Contact us
Need help with a return or refund? Email support@ginseicookware.com, we’re happy to help.
This policy is a general template tailored to GINSEI Cookware and is provided for convenience, it is not legal advice. Please have it reviewed by a qualified professional before relying on it.