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Pan & Hearth
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Pan & Hearth

Returns & Refunds

Take a little time to decide whether a piece belongs in your kitchen. You have 30 days after delivery to tell us you would like to return it. Please keep the cookware unused, complete and packed in its original packaging. Cooking with a piece means it is no longer eligible for a change-of-mind return.

How to send a return

  1. Email [email protected] or call (718) 314-4385 with your order number and the item you want to return. You may also send an eligible return directly to the address below.
  2. Pack the cookware securely in its original packaging, with all included pieces. Place the order number and your contact details inside.
  3. Send the parcel to Veltrix Solutions LLC, 1455 Lakeside Estates Dr #1204, Houston, TX 77042, United States. Keep a tracking receipt.

Who pays return shipping

We cover return shipping when an item has a quality defect, arrives damaged or is different from what you ordered. Contact us with a description and, where possible, photos so we can arrange the appropriate next step. For other reasons, such as a change of mind or a size that does not suit your stove, the customer covers return postage.

Inspection and refunds

After the return reaches us, inspection takes 3–5 business days. Once approved, we initiate a refund to the original payment method for the returned merchandise and applicable tax. We apply no restocking deduction. Original delivery charges are refundable when the return is due to our error, a defect or transit damage; otherwise they are not refundable. Your bank or payment provider determines when the credit becomes visible in your account.

If a return does not meet the conditions above, we will explain the reason and discuss the available next steps. These conditions do not limit remedies for defective or incorrectly supplied goods.

Exchanges and cancellations

For a different size or style, contact us about returning the original item and placing a separate order. Cancellation requests are easiest to handle before processing begins; once a parcel is on its way, the return process applies.

Customer care is available Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time at [email protected] or (718) 314-4385.