Returns & Refund Policy
Returns & Refunds Policy – Titanox
At Titanox, we are committed to offering you a simple, transparent and satisfying shopping experience. This policy aims to clearly inform you of your rights and the conditions applicable to returns, refunds and order cancellations.
1. 30-day guarantee – Defective or damaged products
You benefit from a 30-day guarantee from the date you receive your order. This guarantee covers exclusively:
- Proven manufacturing defects;
- Products damaged during delivery;
- Products not compliant with the description shown on our site.
In these situations, we will proceed with a product replacement or a full refund, according to your preference, at no additional cost.
2. Items not eligible for return or exchange
For reasons of hygiene and food safety, our pans and cooking utensils that have been used cannot be returned, exchanged or refunded.
In accordance with Article L221-28 of the Consumer Code, the right of withdrawal cannot be exercised for goods which, after being opened or used, cannot be returned for reasons of hygiene or health protection.
A product is considered used once it has been used for cooking or shows signs of use (food residue, heat marks, scratches, grease marks, etc.). In this case, no refund or exchange can be granted.
The customer remains free to unpack and visually inspect their product in order to check its conformity, without using it for cooking.
3. Sale or promotional items
Items benefiting from a promotional discount, a discount code or a special offer (sales, flash sales, bundles, limited offers, etc.) are not eligible for a refund.
By taking advantage of a promotion, the customer acknowledges having benefited from an exceptional commercial advantage which excludes any possibility of a subsequent refund. This measure allows us to continue offering attractive prices to all our customers.
4. Order cancellation
You may request the cancellation of your order as long as it has not been dispatched, by contacting our customer service as soon as possible at contact@titanox.com.
Any accepted cancellation is subject to a fixed administration fee of €10, deducted from the refunded amount. These fees cover:
- The administrative processing of your order;
- The bank fees linked to the transaction, not refunded by payment operators (Stripe, PayPal, etc.);
- The preparation and transmission of the order to our logistics centre, triggered automatically as soon as payment is confirmed.
Important: once the order has been dispatched, it can no longer be cancelled. Only the conditions of the 30-day guarantee (Article 1) remain applicable.
5. Product damaged or defective upon receipt
If you receive a damaged, defective or non-compliant product, please contact our customer service within 48 hours of receiving the parcel.
To help us process your request, please attach to your message:
- Your order number;
- Clear photos of the product and its packaging;
- A precise description of the issue encountered.
Contact address: contact@titanox.com
6. Refund procedure and timescales
Once your request has been approved by our team, the refund will be made via the same payment method used for the purchase.
The processing time is generally between 5 and 10 working days, depending on the timescales specific to your banking institution. No refund can be made in cash, by cheque or to a payment method different from the one initially used.
7. Customer service
For any question regarding your order, a return, an exchange or a refund, our team is at your disposal:
We are committed to replying within 24 to 48 working hours.