Quick Navigation
Returns Policy Overview
At EasyCook, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we offer a straightforward returns process.
14-Day Returns
Return most unused products within 14 days of delivery for a full refund.
6-Month Warranty
Defective products can be returned within 6 months under CPA Section 56.
Easy Process
Simple 5-step returns process with clear instructions and support.
Free Returns
Free return shipping for defective items under warranty.
CPA Compliance: Our returns policy complies with Section 56 of the Consumer Protection Act, which gives you the right to return defective goods within 6 months of delivery.
Return Timeframes & Conditions
Different return reasons have different timeframes and conditions. Here's what you need to know:
| Return Reason | Timeframe | Conditions | Shipping |
|---|---|---|---|
| Change of Mind | 14 days | Unused, original packaging, all accessories | Customer pays |
| Wrong Item Received | 14 days | Notify within 48 hours of delivery | EasyCook pays |
| Defective Product | 6 months (CPA) | Manufacturing defect, proof of purchase | EasyCook pays |
| Damaged in Transit | 7 days | Report immediately, photos required | EasyCook pays |
| Warranty Claim | 12-60 months | Varies by product, see warranty terms | EasyCook pays |
Return Condition Requirements
- Product must be in original condition (unused, unassembled)
- All original packaging, manuals, and accessories must be included
- Proof of purchase (order number or invoice) required
- Products must be returned in saleable condition
- Safety seals must be intact (if applicable)
Easy 5-Step Return Process
Returning a product is simple. Follow these 5 steps to initiate your return:
Contact Us
Email returns@easycookstoves.co.za or use our contact form with your order number and reason for return.
Get RMA Number
We'll issue a Return Merchandise Authorization (RMA) number and return instructions.
Package Product
Pack product securely in original packaging with all accessories. Include RMA number on outside.
Ship to Us
Use provided shipping label or arrange shipping. Keep tracking number for reference.
Receive Refund/Exchange
We process within 5-7 business days of receiving your return. You'll receive confirmation.
Return Shipping Address
Send returns to:
EasyCook Returns Department
RMA: [Your RMA Number]
123 Returns Street
Industrial Area
Johannesburg, 2001
South Africa
Do not ship returns to our office address. Use only the returns address provided with your RMA.
Refunds Process
We process refunds quickly once we receive and inspect your return. Here's our refund timeline:
Step 1: Return Received
We receive your return at our warehouse and log it into our system (1-2 business days after delivery).
Step 2: Inspection
Our quality team inspects the returned item to ensure it meets return conditions (1-2 business days).
Step 3: Processing
We process the refund in our system and initiate the payment (1 business day).
Step 4: Bank Processing
Your bank processes the refund (3-10 business days depending on your bank).
Refund Methods
Refunds are issued to the original payment method:
- Bank Transfer/EFT: 3-5 business days after processing
- EcoCash (Zimbabwe): 1-2 business days after processing
- FNB Deposits: 2-3 business days after processing
We do not refund to different accounts or payment methods for security reasons.
Refund Amounts: Full refund for change-of-mind returns (minus original shipping if not defective). For used or damaged returns, we may issue a partial refund based on condition.
Product Exchanges
Need a different size, color, or model? We offer straightforward exchanges for most products.
Fast Exchange Process
- Request exchange within 14 days of delivery
- Product must be unused and in original condition
- We ship replacement once return is received
- No extra charge for size/color exchanges
Upgrade Exchanges
- Upgrade to higher-value model
- Pay only the price difference
- Free return shipping for original item
- Priority processing for upgrades
Exchange Timeframes
- Standard Exchange: 10-14 business days total (return + replacement shipping)
- Expedited Exchange: 5-7 business days (additional shipping charge applies)
- Out of Stock Items: We'll notify you of expected restock date or offer alternative
Warranty Returns & Repairs
Products under warranty that develop faults are handled differently from standard returns.
Warranty Return Process
- Contact support with your order number and issue description
- We may provide troubleshooting steps first
- If repair/replacement needed, we issue warranty RMA
- Free return shipping for warranty items
- We repair or replace at our discretion
- Warranty period is not extended by repair/replacement
Important: Warranty does not cover damage from misuse, accidents, unauthorized repairs, or normal wear and tear. Proof of purchase is required for all warranty claims.
Warranty Periods by Product
| Product Category | Warranty Period | Coverage |
|---|---|---|
| Portable Stoves | 12 months | Manufacturing defects, burner issues |
| Professional Stoves | 24 months | Extended commercial use coverage |
| Emergency Kits | 60 months | Complete kit including canister |
| Gas Canisters | 60 months | Shelf life, seal integrity |
| Accessories | 6 months | Regulators, hoses, wind guards |
Return Restrictions
For safety and hygiene reasons, certain items cannot be returned. Please review these restrictions before purchasing.
Non-Returnable Items
- Gas Canisters (used or opened): Cannot be returned for safety reasons once seal is broken
- Personalized/Custom Items: Made-to-order stoves with custom engraving
- Downloadable Products: Digital manuals or guides
- Gift Cards: Non-refundable but transferable
- Clearance/Damaged Goods: Sold "as is" with noted defects
- Hygiene Products: Items where hygiene seal is broken
Partial Refund or No Refund
We may issue partial refunds or no refund for:
- Items returned used, damaged, or with missing parts
- Products not in original packaging
- Returns without proof of purchase
- Items returned after return window has closed
- Products damaged by customer misuse
- Shipping costs for change-of-mind returns
Safety First: Gas canisters and other pressurized items must be returned empty and with safety caps in place. We cannot accept returns of pressurized containers that pose safety risks.
Need Help With a Return?
Our returns team is here to help you through the process quickly and easily.
Hours: Monday-Friday 8am-5pm, Saturday 9am-1pm
Response time: Within 24 hours for email, immediate for live chat during business hours.