Sixty days, no questions
You have sixty days from the date of delivery to return any unused pan for a full refund, including the original shipping cost. The pan must be unused, unscratched, and in its original packaging.
To begin a return, write to support@hehagoods.com with your order number. We will email a pre-paid returns label and instructions. Refunds are issued within five working days of receipt.
If you have used the pan
A used pan can still be returned within thirty days, for a refund of 70% of the price paid. We deduct the difference because, much as we love our pans, a used one is no longer new.
Used returns are donated to a London cookery school we have worked with for many years. They are never resold.
Lifetime guarantee
Every pan we make is guaranteed against manufacturing defects for the lifetime of the original owner. A crack in the casting, a delamination in the bonding, a handle that fails - these are our fault, and we will repair, re-tin, or replace the pan free of charge.
Patina, surface marks, light scratches, and normal wear from use are not defects. They are evidence of a pan being a pan.
Re-tinning service
Our copper pans can be re-tinned, by us, forever. Send the pan in; we send it back, indistinguishable from new, for £40 plus return shipping. We are usually able to turn re-tinning around within three weeks.
Exchanges
For an exchange - a different pan, the same price - write to us first. We will hold the new piece for you while your return is in transit, so nothing slips out from under you.
Refund timing
Once your return reaches us, we inspect it the same day and issue your refund within two working days. Refunds appear on the original payment method within five to ten working days, depending on your bank.