At HIGHLAND FORGE COOKWARE LLC, we stand behind the quality of our culinary tools. If your purchase does not meet your expectations, our dedicated support team is here to assist you with a streamlined return and refund process.
- THE 30-DAY SATISFACTION GUARANTEE
We offer a 30-day return window from the date your package is marked as “Delivered.” To maintain high standards of hygiene and safety for all our customers, eligible returns must meet the following criteria:
Original Condition: Items must be unwashed, unused, and free from any signs of wear or food residue.
Complete Packaging: All original boxes, protective inserts, manuals, and accessories must be included.
Proof of Purchase: A valid order number or receipt is required for all requests. - DEFECTIVE OR DAMAGED SHIPMENTS
If your cookware arrives with structural defects or transit damage, we take full responsibility.
Reporting Window: Please report any damage to [email protected] within 7 days of receipt.
Required Documentation: Include clear photos of the damaged item and the outer shipping carton (with the shipping label visible).
Resolution: Upon verification, we will provide a prepaid return label and issue a priority replacement or a full refund at no additional cost to you. - NON-RETURNABLE ITEMS
For safety and health reasons, the following items cannot be returned:
Items showing clear signs of use or seasoning.
Products without original packaging or missing components.
“Final Sale” items or gift cards. - HOW TO INITIATE A RETURN
Please do not send items back to the origin address without prior authorization, as this may delay your refund.
Request: Email us at [email protected] with the subject line: Return Request – [Your Order Number].
Authorization: Once approved, we will provide a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
Shipping: Pack the item securely. For non-defective returns, customers are responsible for the return shipping costs. We strongly recommend using a trackable shipping service. - REFUND TIMELINES & METHODS
Inspection: Once your return arrives at our Upland facility, it will undergo a quality inspection within 3 business days.
Approval: We will notify you via email whether your refund has been approved or rejected based on the item’s condition.
Credit: Approved refunds are automatically applied to your original payment method.
Banking Window: While we process refunds immediately, most financial institutions require 5–10 business days to reflect the credit on your statement. - CANCELLATIONS
Our automated fulfillment system is designed for speed. You may request a cancellation within 12 hours of placing your order. If the order has already been processed or dispatched, please follow the standard return procedure after delivery.
CUSTOMER SUPPORT CONTACT
For any questions regarding your order status or our policies, please contact our team:
HIGHLAND FORGE COOKWARE LLC
Address: 1571 N SAN ANTONIO AVE, UPLAND, CA 91786
Email: [email protected]
Phone: +1 (840) 257-8014