Refund & Return Policy

SASITEPAN is always committed to providing every customer with high-quality cookware products and a transparent, reliable shopping experience. To protect your legitimate rights and interests and ensure a worry-free shopping experience, we have specially formulated this return and refund policy to clarify all relevant processes, applicable conditions and liability division. Please read it carefully before shopping or applying for returns and exchanges. This policy will take effect automatically from the date you place your order.

I. Return and Exchange Application Period (Return Window)

1. You may submit a return or exchange application within 30 calendar days after receiving the purchased cookware product; applications submitted after 30 calendar days will not be accepted by SASITEPAN, and no return, exchange or refund services will be provided.
2. Products applying for return or exchange must meet the following basic conditions: the product is unused, unwashed, and free of any damage (including but not limited to coating scratches, pot deformation, loose handles, etc.), and the original packaging is kept intact. All original accessories (such as instruction manuals, gifts, etc.) and product labels must be complete and not torn or altered.
3. Warm Reminder: To avoid missing the application period, please open the package and check the appearance, integrity and function of the product immediately after receiving it. If you find any problems, please contact our customer service team in a timely manner.

II. Applicable Scenarios for Returns and Refunds

If one of the following scenarios is met, you may apply for a return or refund within the specified period. After verification by SASITEPAN customer service, it will be handled in accordance with the provisions of this policy:
  • The product itself has quality defects (such as coating peeling off at the factory, pot body damage, handle cracking, abnormal heat conduction, etc.) and is not caused by man-made damage;
  • The received product is seriously inconsistent with the description on the store page (such as material, size, color, function inconsistent with the marked ones, and not within the normal range such as shooting color difference and slight size error);
  • Product damage or breakage caused during transportation (photos of damaged outer packaging of the package and damaged product need to be provided, which is verified not to be caused after you sign for it yourself);
  • Store shipping errors (such as sending the wrong product model, wrong color, missing products or accessories);
  • The product is unused, unwashed, the packaging and accessories are complete and undamaged, and within the 30-day return and exchange period, you apply for a return due to personal reasons (such as changing your mind, no longer needing it, etc.) (you need to bear the return shipping fee yourself).
    We regret that return and refund applications will not be accepted in the following scenarios:
    • The product has been used, washed, modified by you, or damaged due to improper manual operation (such as scratching the coating with a metal shovel, deforming the pot body due to dry burning, damaging due to sudden cold and heat, etc.);
    • The original packaging, labels and accessories of the product are missing (such as lost instruction manual, torn product label, damaged original packaging box, etc.), which cannot be restored to its original state;
    • Return and refund applications submitted after the 30-day return and exchange period;
    • Due to personal subjective preferences (such as not liking the product appearance, feeling that the size is inappropriate but conforming to the store's marking, using feel not meeting expectations, etc.), and the product has no quality problems;
    • Products purchased through non-SASITEPAN official channels (such as purchasing on behalf of others, second-hand resale, etc.), for which formal order information cannot be provided;
    • Normal wear and tear, slight scratches (does not affect use and safety) appearing after the product is used, or slight loss of coating caused by normal use.

      III. Explanation of Return Handling Fees

      SASITEPAN does not charge any return handling fees or service fees for all return and exchange applications that meet the conditions stipulated in this policy. Whether you apply for a return due to product quality problems, shipping errors, or personal reasons, we will not charge any additional fees in any form, and only bear or you bear the return shipping fee in accordance with the agreement.

      IV. Explanation of Return and Exchange Shipping Fee Responsibility

      The bearer of the return and exchange shipping fee will be clearly divided according to the reason for the return, as follows:
      • Scenarios where SASITEPAN bears the shipping fee: For returns or exchanges caused by product quality defects, transportation damage, shipping errors (wrong delivery, missing delivery), both the return shipping fee and the secondary shipping fee for exchanges will be borne by SASITEPAN;
      • Scenarios where you bear the shipping fee: For returns applied for due to personal reasons (such as changing your mind, not liking it, etc.), you need to bear the return shipping fee yourself; when exchanging goods, if the exchange is caused by your personal reasons (such as choosing the wrong model, color), you need to bear the round-trip shipping fees yourself;
      • Warm Reminder: We recommend that you choose a shipping method with trackable logistics information (such as express delivery, registered parcel, etc.) when returning goods, and properly keep the tracking number and shipping receipt to prevent the product from being lost or damaged during the return process. If the product is lost due to not choosing trackable logistics, SASITEPAN will not bear relevant responsibilities.

        V. Return Application Process (Steps Required by the Customer)

        If you need to apply for a return or exchange, please follow the following process strictly to avoid rejection or delay of your application due to improper process:
        1. Submit Application: Within 30 calendar days after receiving the product, contact the SASITEPAN customer service team through the contact information agreed in this policy (email, phone), explain your order number, reason for return/exchange, and provide relevant supporting materials (such as photos of defective products, photos of damaged packaging, order screenshots, etc.);
        2. Review and Confirmation: The customer service team will verify your application within 2 business days after receiving it. Once approved, we will send you detailed return instructions by email, including return packaging requirements and exclusive return address (please note: Do not directly mail the product to our business address or the original shipping address. We will not sign for returns without customer service confirmation, and you will bear the losses caused thereby);
        3. Return the Product: Pack the product properly according to the return instructions provided by the customer service (it is recommended to use the original packaging to avoid damage during transportation), and mail the product to the designated return address through trackable logistics. After sending, please inform the customer service of the tracking number in a timely manner so that we can track the logistics progress;
        4. Inspection and Verification: After we receive your returned product, we will conduct an unpacking inspection within 3 business days to verify the integrity of the product and whether it meets the return conditions;
        5. Completion of Processing: After passing the inspection, we will handle the return refund or exchange according to your needs (the return refund will be returned to the original payment method within the agreed time, and the exchange will be shipped as soon as the inventory is confirmed).

          VI. Refund Processing Time

          1. Refund Review: After we receive your returned product and pass the inspection, we will complete the refund review and processing within 5 business days;
          2. Arrival Time: The refund will be returned to the payment method you used when purchasing the product (such as credit card, Alipay, PayPal, etc.). The specific arrival time depends on the processing speed of your payment platform and bank, usually 3-7 business days. If it has not arrived after more than 7 business days, please contact our customer service to verify in a timely manner.

          VII. Supplementary Instructions on Exchanges

          1. If you apply for an exchange, please clearly state the product model, color and other information you need to exchange when contacting customer service, and confirm that the model is in stock before returning the original product according to the process;
          2. If there is a price difference between the exchanged product and the original product (such as exchanging for a higher-priced model), you need to make up the price difference before the exchange; if the price of the exchanged product is lower than the original product, the price difference will be returned to the original payment method together with the refund;
          3. Secondary Shipping Time for Exchanges: After we receive and pass the inspection of the original product you returned, we will arrange shipment within 3 business days. The specific logistics time depends on the selected courier.

          VIII. Important Notes

          • If you mail the product to other addresses (including business address and original shipping address) without confirmation by SASITEPAN customer service and without obtaining the exclusive return address, we will not sign for it, and will not bear any responsibility for product loss or damage, and will not handle your return and refund application;
          • The returned product must be properly packaged. If the product is damaged twice during the return process due to improper packaging, we have the right to refuse inspection and reject your return and refund application;
          • After applying for a return, please send the product in a timely manner and keep the tracking number and shipping receipt for verification in case of logistics abnormalities;
          • The inspection standard for all returned products shall be based on the verification result of SASITEPAN professional inspectors. If you have any objection to the inspection result, you can provide relevant supporting materials, and we will further verify and handle it;
          • If the product you apply for return includes gifts, you need to return the gifts together, and the gifts must be kept intact and unused; otherwise, the corresponding value of the gifts will be deducted from the refund amount.

            IX. Contact Information (For Return and Exchange Inquiries Only)

            If you have any questions about returns, exchanges, refunds, or need to submit relevant applications, please contact our customer service team through the following methods, and we will answer and handle them in a timely manner on working days:
            • Email: service@sasitepan.store (preferred recommendation, you can attach order screenshots, product photos and other supporting materials to facilitate quick verification);
            • Phone: +1 (218) 551-3359;
              Customer Service Business Hours: Monday to Friday, 10:00 AM to 8:00 PM Eastern Time (closed on holidays, and inquiries received during holidays will be replied to at the first time on working days).
              SASITEPAN reserves the final right of interpretation of this return and refund policy. If the policy is updated, it will be posted in a prominent position on the store website, and the updated policy will take effect from the date of posting. Thank you for your understanding and support!