Shipping Policy for Kitchen Knives and Sharp Tools

Special Handling & Secure Packaging:
All sharp tools and knives are shipped in specially designed, secure packaging that fully encases the blade edge and point to ensure safety during transit. This packaging is non-retail and intended solely for transport. We comply with all carrier regulations for shipping sharp objects.

Age Verification & Adult Signature Confirmation:
Due to the nature of the products, all deliveries of knives and sharp tools require an adult signature (21+) upon delivery. The carrier will not leave the package unattended. Please ensure someone of appropriate age is available to sign for the package. We are not responsible for missed deliveries or additional carrier fees resulting from the absence of a qualified signatory.

Returns & Refunds Overview

We offer a 14-Day Money-Back Guarantee from the date of delivery for most items, subject to the conditions outlined below.

• Refund Processing Time: Please allow a minimum of 14 business days for your refund to be processed and appear in your original payment method. For PayPal refunds, please allow 14-30 business days, as processing times vary by region and financial institution.
• Shipping Costs: Buyers are responsible for all original and return shipping costs. Original shipping fees are non-refundable. For refunds on defective items, we will provide a pre-paid return label.
• Return Process: To initiate a return, please contact our customer service team (details below) with your order number and reason for return. Once approved, you will receive instructions. All returns must be sent to the following address:

Company：frostbakeware.com
Tel：00852-5374774
Email：help@frostbakeware.com
Address：795, Tai Tong Street, Wong Tai Sin District, Hong Kong

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Detailed Product Category Return Policies

1. Small Kitchen Appliances (Blenders, Coffee Makers, etc.)

To be eligible for return, the item must be: in its original packaging, include all accessories, manuals, and warranty cards, and be reset to factory settings. Items missing any components or not in resalable condition may be subject to deductions or refusal.

2. Hygiene & Safety Policy (Non-Returnable Items)

For health and safety reasons, the following items are non-returnable unless defective or unopened: used cutlery, opened food storage containers, or personal care kitchen gadgets (e.g., travel electric toothbrushes). Hygiene seals must be intact.

3. Performance Guarantee for High-End Cookware

Our high-end cookware (e.g., copper pans, chef’s knives) is guaranteed to perform as advertised (e.g., even heat distribution, edge retention). If you are not satisfied with its performance within 30 days, you may return it for a full refund, provided it shows only minimal signs of careful use. Normal wear is not considered a defect.

4. Electrical Appliance Testing Policy

All returned electrical items are tested upon receipt. If no fault is found, a testing fee and the cost of return shipping may be deducted from your refund.

5. Local Incompatibility (Voltage, Plug, Cooktop)

It is the customer’s responsibility to verify product compatibility (voltage, plug type, gas vs. induction) with local standards before purchase. Returns for incompatibility are subject to a restocking fee (up to 20%).

6. Assembly-Required Items (Kitchen Carts, Shelving)

Returns are accepted only if all parts are present, unassembled, and in the original packaging. Missing hardware or assembly will result in deductions from the refund.

7. Cast Iron Cookware Policy

Cast iron items may arrive with a light coat of oil from seasoning and may develop minor surface rust during shipping due to humidity. This is not a defect. We provide care instructions and do not accept returns for these reasons.

8. Bundled Sets (Knife Blocks, Cookware Sets)

For discounted bundles, the entire set must be returned to qualify for a refund. Individual pieces from a set may be returned for a pro-rated refund only if sold separately at a higher price.

9. Damages Discovered After Initial Use

For issues arising after first use (e.g., coating peeling, loose handle), please contact us for a warranty claim rather than a standard return. Proof of purchase and photos/videos are required.

10. Food-Grade Silicone & Plastic Items

These items are returnable only if the original hygiene seal is intact, in compliance with safety regulations.

11. International Shipping for Items with Heavy Batteries

Shipping appliances with lithium-ion batteries internationally is subject to restrictions and extra fees. Returns of these items to certain countries are logistically impossible and therefore not accepted. Please verify before ordering.

12. Open Box & Refurbished Appliances

These items are sold “as-is” at a discount with all flaws disclosed. All sales are final, non-returnable, and covered only by the stated limited warranty.

13. Customer Error & Improper Use

Damage resulting from improper use (e.g., using metal utensils on non-stick pans, dishwashing non-dishwasher-safe items) voids eligibility for return and warranty claims.

14. Missing Parts from a Sealed Box

If parts are missing from a new, sealed box, do not initiate a standard return. Contact our support immediately with photos of the box contents and shipping label for resolution.

15. Smart Kitchen Appliances

Before returning a smart appliance (e.g., Wi-Fi ovens), you must perform a factory reset, erase all personal data, and unlink the device from your account. We are not responsible for your data.

16. Heavy or Oversized Items

For heavy items (e.g., stand mixers, large cookware sets), the customer is responsible for the full cost of return shipping, which will not be refunded, even if the original order qualified for free shipping.

17. Holiday & Gifting Season

Items purchased as gifts between November 1st and December 24th may be returned until January 31st of the following year. Proof of purchase is required.

18. Trade-In & Recycling Program

We offer a disposal service for old appliances with the delivery of new ones. This service must be scheduled in advance and may involve a fee. This program is separate from our return policy.

19. Loyalty Program Members

Elite members receive one “no-questions-asked” return per year on a non-defective item and free return shipping on appliances. Terms apply.

20. Commercial-Grade Equipment for Home Use

Warranty and return terms for professional-grade equipment sold to home users differ from standard terms. Please review the specific product documentation.

21. Product Demonstrations & “How-To” Content

Minor cosmetic differences may exist between the product used in our videos/photos and the item you receive. These are not grounds for return.

22. Personalized or Engraved Items

All personalized items (e.g., engraved knives) are final sale and cannot be returned unless we made an error in the personalization.

23. Warranty Registration

Registering your product warranty online is recommended. While not mandatory for returns, it significantly expedites the process for warranty claims.

24. Returns with Promotional Items

If you return an item purchased with a promotional gift card or bonus item, the value of the unreturned promotional item will be deducted from your refund.

25. Temperature-Controlled Shipping Issues

For items requiring temperature control, you must notify us within 2 hours of delivery with photos of the product and packaging if there is an issue. Delayed reporting may void eligibility for a refund.

26. Subscription Services

To cancel a subscription (e.g., monthly kits), you must manage this in your account or contact us before the next billing cycle. Returns for already-shipped kits are handled on a case-by-case basis for defective items only.

27. Contact for Returns – Required Information

To ensure speedy processing, contact us via help@frostbakeware.com with your 1) Order Number, 2) Product Name, 3) Reason for Return, and 4) Clear Photos/Videos of the item (and packaging, if applicable). Incomplete requests will delay processing.