Refund policy

At Oro & Pearl, we are committed to your satisfaction. If you’re not completely happy with your order, we’re here to help under the conditions outlined below.

Standard returns - 14 days

You may request a return within 14 days of receiving your order. To be eligible, the item must meet the following return conditions:

Items eligible for return:

• The cookware is unused, unwashed, and returned in its original packaging

• All accessories (e.g. lids, inserts) are included

• The product shows no signs of use, including heat exposure or food contact

Extended Returns - Up to 100 Days

For certain products, we offer an extended return period of up to 100 days. If this applies, it will be clearly stated on the product page.

Non-Returnable Items

For hygiene and food safety reasons, we cannot accept returns on:

• Cookware that has been used, heated, or washed

• Products returned without original packaging or protective seals

• Items that show visible wear, residue, or discoloration

• Orders received outside the 100-day return period

• Items marked as “non-returnable” on the product page

We follow international hygiene standards for food-contact products. Once used, cookware cannot be resold or returned, in line with health and safety guidelines.

Damaged or Incorrect Items

If you receive a damaged or broken item, please notify us within 14 days of delivery. To help us resolve the issue promptly, kindly provide clear photos of the damaged item. If we are notified within this time frame, we will arrange for a replacement to be sent at no additional cost.

Please note, if the damage is reported after 14 days, we may not be able to offer a replacement free of charge.

Return Instructions

1. Contact us within 100 days at info@oroandpearl.com

2. We’ll provide the return address and instructions

3. Return the product in unused condition using a trackable shipping method

4. Include your order number and send us the tracking code

Return Shipping

The customer is responsible for return shipping costs to our international return center.

Returns must be initiated and approved by our support team before being sent back. Unauthorized returns may not be accepted or processed.

Refund Processing

Once we’ve received and inspected your return:

• Approved refunds will be issued to your original payment method

• Your bank may take a few days to process the refund

Important note

Orders refused at delivery may not automatically qualify for a refund. Refunds are only processed once items are successfully returned and received at our warehouse.

If a return shipment is lost or destroyed by the carrier, we will review the case and provide a fair resolution at our discretion.

Questions?

Feel free to contact us at info@oroandpearl.com, we’re here to help.