Refund Policy

We encourage all customers to choose their items carefully before making a purchase.

We do not offer refunds for any reason. However, exchange requests are accepted only under the following conditions:

• The product must be in its original sealed packaging, unopened, and unused
• The exchange request must be made within 30 days from the date of receiving the product
• Proof of purchase is required

We do not accept exchanges for change of mind, incorrect purchase, or incompatibility once the product has been opened or used.

However, if an item is defective, faulty, or damaged, we will gladly assist you with a replacement, repair, or refund, provided the request is made within 30 days of purchase, in accordance with the policy below.

If your item arrives defective or damaged due to a manufacturing defect, please notify us as soon as you receive it.

• The defective or damaged item must be returned within 30 days from the purchase date.
• Items returned as “defective” must not have scratches, cracks, dents, or marks. Discs with visible damage will be rejected and returned at your cost.
• If a replacement is unavailable, a full refund will be issued.

• Return postage for defective items is shared equally.
• You pay for shipping the item back to us.
• We cover the shipping cost for sending the replacement to you.
• For all returns, we strongly recommend using a trackable courier service. We are not liable for lost or damaged return shipments.

We sincerely apologize if you received an incorrect item. This is rare, and we aim to correct it quickly.

• Return the item in the same condition when you received it.
• Item must be returned within 14 days from the day you received it.
• A refund or replacement will be provided once the item is returned and inspected.

If you believe your item is faulty:

1. Please first refer to the user or manual guide, especially any troubleshooting section.
2. You may also contact our support team, as many issues can be resolved through basic troubleshooting.
3. If the fault persists, contact us directly with a description of the issue and any troubleshooting steps you have tried.

We will advise you on the next steps.

Cookaburra provides technical support and repair services for selected bbq grills, ovens and spiral dough mixers through our in-house Repair Service Department.

To ensure efficient support, please note the following:

• The product must be from brands that we carry
• Proof of purchase from Cookaburra may be required for support or repair services

Our technical team will assess and assist with eligible issues. However, Cookaburra is not responsible for problems arising from grill, pizza ovens or spiral dough mixers incompatibility, unsupported software or accessories, or user-modifications.

To return a defective item:

1. Email us at sales@cookaburra.com.sg with your order number, a description, photos or videos of the defect.
2. Our customer service team may contact you for further details or troubleshooting steps.
3. This return policy applies ONLY to defective products, such as bbq grills, ovens or spiral dough mixers unable to function at all within the warranty period due to a manufacturing defect. We do not exchange products purchased by mistake or items incompatible with your unit.
4. All returned items must be sent back in their original packaging, including any included manuals and accessories.
5. Our customer service team may follow up again to ensure all details are correctly recorded.

Refunds are only applicable in cases where a product is confirmed to be defective, faulty, or damaged due to a manufacturing issue, and where a replacement is unavailable.

Once your returned item is received and inspected, we will notify you via email of:

• Receipt of the returned item, and
• Approval or rejection of your refund request

If approved, the refund will be processed and credited automatically to your original method of payment. Please allow several business days for the refund to reflect, depending on your payment provider.

If you have not received your refund after approval:

1. Please recheck your bank account.
2. Contact your credit card company, as processing times may vary.
3. Contact your bank, as additional processing time may be required.

If you have completed all the above steps and still have not received your refund, please contact us at sales@cookaburra.com.sgfor assistance.

Only items purchased at regular price are eligible for refunds (if applicable).
Sale or discounted items are strictly non-refundable, unless the item is defective and no replacement is available.

We only offer exchanges for items that are defective or damaged. Exchanges are limited to the same item and are subject to stock availability.

To request an exchange, please email sales@cookaburra.com.sg with your order details. Approved exchange items should be sent to Cookaburra Commonwealth

• 1 Commonwealth Lane, #02-19,
  Singapore 149544
• Monday to Saturday: 10.30am to 6pm,
  Public Holiday: 10.30am to 5pm.

Customers are responsible for ensuring returned items are properly packed and sent via a trackable courier service.