Refund & Returns Policy

Effective date: September 17, 2026

We want every parcel from Onlinecooks to arrive in perfect shape. If something goes wrong, this policy explains what we can put right, how to ask, and how refunds are paid.

What can be returned

A return is accepted when one of the following applies:

• Manufacturing defect: a fault in the materials or workmanship of the product.
• Transit damage: the product was damaged on its way to you.
• Wrong item: what arrived is not what you ordered.

We do not accept returns for change of mind, for a size or capacity that turned out different from what you expected, or for personal preference. Product dimensions and materials are listed on every page; if anything is unclear, ask us before you order and we will help you decide.

Time limit

Contact us within 30 days of the delivery date shown by the carrier. Requests received after 30 days cannot be accepted.

Damaged parcels: report within 72 hours

Transit damage must be reported within 72 hours of delivery. Keep everything and send us photos of:

• the damage to the product itself;
• the outer shipping box, showing its condition;
• the shipping label, legible;
• the inner packaging and any padding.

The carrier needs these to accept a claim, so we cannot process a damage report without them.

How to request a return

• Email support@onlinecooks.com with your order number, a description of the problem and the photos above where damage is involved.
• We review every request and confirm within 1-2 business days whether it qualifies.
• If approved, we send you return instructions and a prepaid label.
• Pack the item securely and ship it as instructed.
• When it arrives and has been inspected, we issue the refund.

Return shipping

For approved returns, we pay the return shipping. You will not be charged to send back a defective, damaged or incorrect item. Items sent back without an approved return request, or outside the conditions above, may not be refunded.

How and when you are refunded

Refunds go to the original payment method used at checkout and are processed within 3-7 business days after we receive and inspect the returned item. Your bank or card issuer may take a few extra days to show the credit. We do not issue store credit and we do not offer exchanges; if you would like a replacement, we will refund the original item and you can place a new order.

Cancelling an order

Email support@onlinecooks.com as soon as possible if you need to cancel. We process orders quickly, so an order that has already been prepared or shipped may not be cancellable; in that case the rules above apply once it arrives.

Contact

• Email: support@onlinecooks.com
• Phone: +1 (623) 457-9959
• Hours: Monday-Saturday, 9:00 AM - 6:00 PM MT