Return Policy

At Okura Cookware, customer satisfaction is our priority. If there is any issue with your order, we are committed to resolving it quickly and fairly.

1. Important Notice About Chargebacks

Before initiating a chargeback or payment dispute with your bank or credit card provider, you must contact our support team first at:

📧 support@okuracookware.com

We respond within 24 business hours and resolve the vast majority of issues through refunds, replacements, or reshipments. Initiating a chargeback without contacting us may significantly delay resolution and refund processing.

2. Return Eligibility

Items may be returned within 30 days of delivery, provided that:

• Products are unused and in original condition
• Original packaging and accessories are included
• A valid return tracking number is provided

Refunds are issued only after the returned item has been received and inspected.

3. How to Start a Return

To initiate a return:

1. Contact us at support@okuracookware.com
2. You will receive the correct return instructions and address
3. Ship the item to our return address using a tracked and insured shipping method
4. We will confirm receipt and inspection
5. Approved refunds are processed within 14 business days

Return Address: Jin Lixia 4th Floor, Shuanglun Yurong, No. 288-1, Dongkang Road, Xinfeng Village, Xiaoshan District, Hangzhou, Zhejiang Province, China 📞 +86 189 6910 3459

4. Return Shipping Costs

Standard Returns (Change of mind, ordered the wrong item)

• Return shipping costs are the responsibility of the customer
• Tracked shipping is mandatory
• Okura Cookware is not responsible for lost return shipments

Defective, Damaged, or Incorrect Items

• We fully cover return shipping costs
• A refund or replacement will be issued after inspection

5. Damaged or Defective Items

Please report any damage or defect within 48 hours of delivery, including:

• Order number
• Description of the issue
• Clear photos showing the defect

Failure to report within this timeframe may affect eligibility.

6. Incorrect Item Received

If you received the wrong item, notify us within 48 hours and include:

• Order number
• Item ordered
• Item received
• Photo of the received item

7. Delivery Confirmation & Lost Packages

Once an order is marked as Delivered by the carrier, it is considered fulfilled. If your package has not arrived or appears lost:

• Contact us immediately
• We will investigate with the carrier
• If confirmed lost, we will offer a replacement or full refund

8. Refund Processing

Once a return is approved:

• Refunds are issued to the original payment method
• Processing time: up to 14 business days
• Banks may require additional time to post the refund

Refunds cannot be issued for items that are:

• Used
• Returned incomplete
• Damaged after delivery
• Missing original packaging

9. International Returns

International customers are responsible for return shipping unless the item is defective or incorrectly delivered. Import duties, taxes, or customs fees are non-refundable.

10. Policy Updates

Okura Cookware reserves the right to update this policy at any time. Updates apply only to future purchases.

11. Swap Your Product?

When a customer is not satisfied with their purchase they are free to return their package and pick out a new product!

Need Help?

Customer Support: support@okuracookware.com
Phone number: +(1) 929 224 5049
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (local U.S. time)