Returns, Refunds & Cancellations
Last updated November 4, 2026
How returns, refunds and cancellations work, in plain terms. Unused items in their original condition and packaging can be returned within 30 days of delivery. Because they touch food, pans, pots, lids, boards, bowls and utensils that have been used for cooking or food, and opened Coil Scrubbers, cannot be returned for a change of mind. A product that arrives defective, damaged or wrong, or shows a defect within those 30 days, is replaced or refunded, even if it has been used. A broken glass lid must not be mailed back: send us photos and we replace or refund it without a return.
On this page
At a glance
| Change of mind | Within 30 days of delivery, for unused items in their original condition and packaging |
|---|---|
| Items used for cooking or food | Pans, pots, lids, boards, bowls and utensils that have been used for cooking or food cannot come back for a change of mind. Coil Scrubbers only unopened |
| Defective, damaged or wrong items | Tell us within 30 days of delivery. Replaced or refunded, even if used |
| A broken glass lid | Never mailed back. Send us photos, and we replace or refund it without a return |
| How to start | E-mail contact@facet-delta.com first, with your order number. We reply within 2 business days with a return authorization, the return address and instructions |
| Return address | Sent to you by e-mail with your return authorization, before you send anything. It may be outside the United States, and it is not the mailing address on our Seller Information page |
| Who pays to send it back | Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it. |
| Refund | The price you paid for each returned item, plus any sales tax on it, to your original payment method within 5 to 10 business days after we receive and check the return |
| Cancellation | At no cost, if your e-mail reaches us before your order ships |
Changed your mind
You can return an item within 30 days of delivery, for any reason, as long as it meets the condition for its product:
| Product | It can come back if |
|---|---|
| Everyday Pan, Sauté Pan, Wide Pan, Wok, Crêpe Pan, Pan Trio, Deep Pot | It has never been heated or used for cooking or food, and it comes back complete, in its original packaging. You are welcome to open the box and look at it. |
| Glass Lid | It has never been used on a pan, and it comes back in its original packaging. If you chose the size for the wrong pan, the same applies. |
| Titanium Board, Steel Board, Walnut Board | It has never been used to cut, prepare or serve food, and it comes back in its original packaging. |
| Mixing Bowls, Wood Utensils | They have never been used for food, and they come back complete, the three bowls together, or the six utensils with their holder, in their original packaging. |
| Rolling Sharpener | It has never been used on a knife, and it comes back complete, the roller with its angle block, in its original packaging. |
| Coil Scrubbers | Their packaging is unopened. |
Why the food-contact rule: pans, pots, lids, boards, bowls and utensils touch food, and Coil Scrubbers go inside your pans. Once they have been used, they cannot be passed on to anyone else as unused. This rule applies to a change of mind only: a defective, damaged or wrong item is always replaced or refunded, even if it has been used, as explained below.
Please protect every returned item so that it travels safely, in its original packaging with padding around it, the Glass Lid especially. For a change of mind, the return shipping is paid by you, and we refund the price you paid for each returned item, together with any sales tax paid on it.
Defective, damaged or wrong items
We protect every order for the trip, but a package can still be knocked about on the way, and a product can have a defect. If an item arrives damaged, defective or not what you ordered (a Glass Lid in a size other than the one you chose, for example), if something is missing, or if a product shows a defect within 30 days of delivery:
- Stop using it.
- Take photos, or a short video, of the item, the packaging and the shipping label.
- E-mail them to contact@facet-delta.com with your order number, within 30 days of delivery. The sooner we hear from you, the sooner we can open a claim with the carrier.
- We send you a replacement, subject to availability, or refund the item in full, as you prefer, even if you have used it.
Photos are usually enough, and we often do not need the item back. If we do, we pay the return shipping and send you the instructions. The unused and original packaging conditions do not apply in these cases.
Normal signs of use are not a defect, such as small marks or changes of color on the metal from cooking, and neither is damage that happens after delivery, for example from a fall, a knock, a sudden change of temperature, an empty pan left on the heat, the dishwasher, or use against the instructions on the product page.
A broken glass lid
A broken glass lid must never be mailed back: broken glass can cut the people who handle the package. This applies whether the lid arrived broken or broke later.
- Keep everyone away from the pieces, children and pets especially, and clean up as our Care & Safety page explains, with gloves.
- Before you throw the pieces away, take photos of them, of the packaging and, if it arrived broken, of the shipping label.
- E-mail the photos to us with your order number and a few words on what happened.
- We reply within 2 business days and handle it as described in Defective, damaged or wrong items, without a return.
Problems after the return window
If a product develops a problem more than 30 days after delivery, please write to us anyway, with your order number, a short description and photos. We will look at it with you. We give no separate written warranty for a fixed period, but every product comes with the implied warranties that the law of your state gives you, and nothing in our policies takes them away. See Implied warranties and your rights.
How to start a return
- E-mail us at contact@facet-delta.com within 30 days of delivery. Include your order number, the items you want to return and the reason.
- We reply within 2 business days with a return authorization, the return address and instructions for each item.
- Put the items in their original packaging, with padding around them, in a sturdy box. A Glass Lid needs padding on every side.
- Send the package within 30 days of our reply, with a tracked service, and reply to our e-mail with the tracking number. Keep your receipt until your refund arrives.
No return can be accepted without our authorization. Please do not send anything to the mailing address on our Seller Information page: it is for letters and legal notices only, and a package sent there or without our instructions may never reach us.
Return shipping and the return address
- Who pays: Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it.
- Where returns go: to the address in our return authorization e-mail. You get it before you send anything, so you can check the shipping cost first. Because that address may be outside the United States, a change-of-mind return can cost more than a parcel sent within the country, and pans, pots and boards are heavy to send.
- Our mistake, a defect or damage: when we need the item back, we pay for the return shipping and tell you how in our reply. Often we do not need it back at all.
Refunds
- We check every return when it arrives and e-mail you to confirm.
- Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when we do not need the item back. Your bank or card issuer may need a few more days to show it on your statement.
- For each returned item, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. The return shipping of a change of mind is not refunded.
- If a return does not meet the conditions on this page, for example a pan that has clearly been heated or a board that has been cut on, we e-mail you photos, explain why, and agree with you how it goes back to you.
Cancellations
You can cancel your order at no cost at any time until it ships.
- How to cancel: e-mail us at contact@facet-delta.com with your order number and "Cancel" in the subject line, as soon as possible.
- What counts is when your e-mail reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation e-mails before every order leaves.
- Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by e-mail.
- If it left anyway: if your e-mail reached us before your order shipped but the package still went out, your cancellation stands. Keep the package unopened and write to us: we refund the full amount you paid and tell you what to do with the package.
- Part of an order: you can also cancel one item, or one Glass Lid size, the same way, until the order ships.
- If you write after it has shipped: the order can no longer be canceled. It becomes a return: eligible items can come back within 30 days of delivery, as described above. Please accept the delivery rather than refuse it: see Refused packages.
- If we cancel: if we cannot ship your order, cannot deliver to the address given, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.
Lost packages
If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, as you prefer, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.
Orders for someone else
If someone else ordered FACET products for you, the same conditions apply, and you can contact us yourself about a defect or damage. A refund always goes to the original payment method of the person who placed the order.
Your rights
This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not take them away.
Questions
E-mail us at contact@facet-delta.com. We reply within 2 business days.