Refund policy

Last updated: 26 October 2026

This policy applies to products you buy from our online shop at www.andy-cooks.com, sold by ANDY COOKS PRODUCTS PTY LTD (“Andy Cooks”, “we”, “us”). It should be read together with our Shipping Policy and Terms of Service.

1. Faulty or damaged products

We want you to be happy with every Andy Cooks product. If something you’ve received is faulty, email support@andy-cooks.com with:

your name and order number
a description of the problem
photos of the fault or damage.

We may ask for more information. In some cases, we may ask for the item to be returned. Where we ask you to return a faulty item, we’ll cover the reasonable cost of returning it.

If we confirm the product is faulty, we’ll repair or replace it, or refund you. If the fault is major, you can choose whether you’d like a repair, a replacement or a refund. Refunds for faulty products include the original shipping cost.

For damage that happened in transit, please contact us within 7 days of delivery (see our Shipping Policy).

What isn’t a fault

A product isn’t faulty because of normal wear and tear, misuse, accidental damage after delivery, or use that doesn’t follow the care instructions.

If we find a product isn’t faulty, we’ll explain why and talk with you about next steps.

2. Change-of-mind returns

This section applies to customers outside the EU, UK and Norway. If you’re in the EU, UK or Norway, see the next section.

We don’t offer change-of-mind returns as standard. If you’ve changed your mind about a purchase, email support@andy-cooks.com and we’ll consider your request.

If we approve it, we may offer a refund, store credit or an exchange. For an approved change-of-mind return:

the item must be unused and in its original packaging
you arrange and pay for the return postage
the original shipping cost is not refunded.

Final sale items

Items marked as final sale or clearance on the product page can’t be returned for change of mind. This doesn’t affect your rights if an item is faulty, or the 14-day right to cancel for customers in the EU, UK and Norway.

3. EU, UK and Norway: 14-day right to cancel

If your order is delivered to the EU, the UK or Norway, you can cancel your purchase without giving a reason within 14 days. The 14 days start on the day you receive your order. If your order arrives in more than one parcel, they start on the day you receive the last one.

How to cancel

Use the “Withdraw from contract (cancel or return)” link at the bottom of our website. Sign in to your account and request a cancellation or return on your order.

You can also email support@andy-cooks.com with your name, order number and a clear statement that you want to cancel. You can use the model cancellation form at the end of this policy, but you don’t have to. We’ll confirm by email that we’ve received your request.

If your order hasn’t been dispatched

We’ll cancel it and refund everything you paid.

If your order has been dispatched

Once dispatched, your order can’t be stopped in transit. Please accept the delivery, then return the items as explained below.

If you refuse the delivery instead, we’ll refund you once the parcel is back with us, less the actual cost of returning it to us.

Returning items

Send the items back within 14 days of telling us you’re cancelling.
Returns go to our warehouse in Texas, USA. We’ll email you the full return address when you tell us you’re cancelling.
You arrange and pay for the return shipping. We recommend a tracked service, and you should keep your proof of postage.

Your refund

We’ll refund everything you paid, including the cost of standard delivery. If you chose a more expensive delivery option, we’ll refund only the standard delivery cost.
We’ll refund you within 14 days of the day you told us you were cancelling. We may wait until we’ve received the items back, or until you’ve shown proof that you’ve sent them, whichever is earlier.
Refunds go to your original payment method, at no cost to you.

Condition of returned items

You can handle the items as you would in a shop to check them. If items have been used, or handled more than needed to check them, we may reduce your refund by the loss in value.

4. Refunds

Refunds go to your original payment method. If that fails, we’ll contact you to arrange another way.
Approved refunds are processed within 5 business days. Your bank or card provider may take longer to show the refund. For cancellations from the EU, UK and Norway, the 14-day timing above applies.
Original shipping costs are refunded for faulty products and for cancellations from the EU, UK and Norway. They aren’t refunded for change-of-mind returns.
Please contact us before sending anything back, so we can match your return to your order.

5. Your legal rights

Nothing in this policy limits any rights you have under the consumer laws of your country. Depending on where you live, these include:

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
New Zealand: your rights under the Consumer Guarantees Act 1993.
EU and Norway: your legal guarantee rights if goods don’t conform to the contract, for at least two years from delivery.
UK: your rights under the Consumer Rights Act 2015, including a 30-day right to reject faulty goods.
United States: any implied warranties that apply under the law of your state.

6. Contact us

Email support@andy-cooks.com with your name and order number, and we’ll get back to you.

7. Model cancellation form

For customers in the EU, UK and Norway. Complete and return this form only if you want to cancel your contract.

To: ANDY COOKS PRODUCTS PTY LTD, PO Box 502 Alexandria, New South Wales 1435, Australia, support@andy-cooks.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.