Return & Refund

🛒 Refund & Return Policy – Chef James

📌 This policy applies to all orders placed through www.chefjames.com and affiliated channels.

✅ Eligible Returns

We accept returns within 10 calendar days of delivery if your item meets one of the following conditions:

  • Received the wrong product.

  • Product arrived damaged.

  • Item has a clear factory defect (non-edible items only).

📩 To request a return:

  • Email us at shop@chefjames.com

  • Include your order number, clear photos of the issue, and a brief explanation.

  • Our team will review your case and guide you through the return or replacement process.

❌ Non-Returnable Items

Some items cannot be returned or refunded due to product type or special conditions. These include:

  • Promotional items, bundles, or discounted products.

  • Gifts included with any promotion or purchase.

  • Edible products that have been opened or tampered with (spices, broths, collagen, etc.).

  • Items with signs of misuse (burns, dents, improper cleaning).

  • Requests made after the return window (10 days).

  • Digital products (like eBooks) once downloaded.

🛡 What Is Onward Shipping Protection?

Onward™ is our premium shipping protection service available at checkout.

By selecting Onward, you get:

  • Instant replacement or refund in case of loss, theft, or damage during shipping — no questions asked.

  • Faster resolutions without needing to wait for the carrier to complete an investigation.

  • Peace of mind knowing your order is covered, even if it’s out of our control.

🔒 Without Onward, we are not able to guarantee replacements for packages marked as delivered but not received.

We highly recommend adding Onward to every order.

🛠 Product Warranty (Non-Edible)

All Chef James non-edible products (such as pans, knives, and utensils) are covered for 6 months against manufacturing defects.

Covered:

  • Non-stick surface peeling (with correct use)

  • Handle detachment

  • Factory-level flaws

Not covered:

  • Burns from overheating while empty

  • Scratches from metal utensils

  • Dishwasher damage

  • Physical damage (drops, dents, broken handles)

  • Incompatibility with heat sources or induction

📌 You’ll be required to show photos and proof of proper use.

💸 Refund Process

Once your return is approved and received at our warehouse, your refund will be processed to your original payment method within 5 to 10 business days.

Please note:

  • Shipping costs are non-refundable unless the return is due to our error.

  • If the return is due to a customer error (wrong address, didn’t like it, etc.), the customer is responsible for return shipping.

📦 Return Address

Please send all approved returns to:

Chef James – Returns Department
2025 NW 102 Ave, Suite 111
Doral, Florida 33172

We recommend using a trackable service. Chef James is not responsible for lost or delayed return shipments.

📢 Need Help?

We’re here to make your experience amazing — even if something goes wrong.

💬 Chat with us on WhatsApp
📧 Email us at shop@chefjames.com

Our customer service team will take care of you.