Refund policy

Fissman AU, we are committed to offering high-quality products and customer satisfaction. Please review our policy on returns, warranty claims, and other key details.

FISSMAN Product Warranty

Your FISSMAN product is covered by a manufacturer’s warranty from the date of purchase. The warranty covers manufacturing defects such as chips, dents, and cracks.

Warranty Periods:
12 Months

  • Stainless steel pots, pans & steamers
  • Stainless steel cutlery, sets, trays & wine glasses
  • Stainless steel kettles & mills
  • Thermoses & knife sharpeners
  • Kitchen scales

6 Months

  • Products with non-stick coating
  • Stainless steel accessories & tools
  • Knives (excluding ceramic)
  • Cast iron products

3 Months

  • Products with chrome coating
  • Wood & bamboo products

Warranty Claims

How to Make a Claim

If your purchase is covered under our warranty, please follow these steps to make a claim:

  • Check Eligibility: Ensure the issue aligns with our warranty terms and is not excluded as wear and tear or misuse.
  • Complete Registration: Contact us via email with proof of purchase, photos and a detailed explanation of the situation.
  • Contact Customer Service: Call us at (03) 9087 1234 to confirm information received and we will email a return shipping label if applicable.
  • Return the Item: Safely package the item and return it to:
    • Fissman AU
    • 50 Concorde Drive, Keilor Park, Victoria, 3042

Exclusions from Warranty The following are not covered under warranty:

  • Damage caused by misuse, improper care, or use of the product outside its intended purpose.
  • Normal wear and tear, including discolouration, scratches, cracks from accumulated stress, or deterioration of non-stick coatings over time.
  • Damage resulting from overheating, overloading, dropping, or prolonged exposure to temperatures beyond recommended use.
  • Damage caused by thermal shock (e.g. placing hot cookware into cold water) or exposure to extreme temperatures.
  • Issues arising from improper cleaning or use, including abrasive cleaning tools or metal utensils on non-stick surfaces.
  • Any item that has been altered, repaired, or modified by the customer or a third party without prior written approval from Fissman AU.

Receive Written Approval To receive written approval to have an item altered by either the customer or an external service provider, please submit a request via our Customer Service email. Our team will review your warranty status and contact you with the available options.

Inspection Process All claims are subject to inspection. If the issue is due to misuse, wear, or any excluded cause, repair or replacement options will be offered at a reasonable cost.

Returning Faulty or Incorrect Items

If you’ve received a faulty, damaged, or incorrect item, you may return it or request an exchange.

Conditions for Return

  • The item must be in its original packaging, including instruction manuals and all accessories.
  • The item must be unused and in as close to its original condition as possible, unless the fault itself prevents this.
  • The return must be initiated within 30 days of receiving the item.

Replacement or Exchange

  • If your item is found to be faulty, defective, or incorrect, and you notify us within 30 days, we will inspect it and offer a replacement or exchange at no additional cost.
  • We will cover the cost of return shipping if the item is faulty, damaged, or incorrect. For minor purchases under $50 with a manufacturing fault, the faulty part will be replaced accordingly.
  • We are required to receive the original item from purchase in our warehouse before the new exchanged item can be sent out.

What We Need From You

  • Proof of purchase (original purchase receipt).
  • A description of the fault or issue with the product.
  • An image and video of the fault or issue with the product.


Note: If a product is returned to us as a “faulty item” and, following our in-house inspection, it is determined that the product is operating as intended and not faulty, the following conditions will apply:

  • The customer will be notified, and the item will be returned to them.
  • Alternatively, upon request, a 25% refund of the purchase price (excluding shipping costs) may be issued.

 

Note: Returns must be shipped back within 60 days of receiving your return label. Returns initiated after this period will be ineligible for refund.

If you have special circumstances preventing timely return, please contact us in advance. We may grant a one-time extension of up to 15 days upon approval.

Shipping for Returns

  • If the return is due to a fault or incorrect item, Fissman AU will organize and cover the cost of return shipping.
  • For other returns, you may be required to cover return shipping costs and assume responsibility for any loss or damage during transit. We recommend using insurance for such returns.

Exchanging a non-faulty item

When exchanging a non-faulty item for a new item the following procedure applies:

  • This process is initiated within 30 days of the original purchase date. 
  • The item is unopened, unused and in original packaging. 
  • You will cover the return shipping costs. 
  • There will be a $15 re-shipping fee to have the new item sent out to you. 
  • We are required to receive the original item from purchase in our warehouse before the new exchanged item can be sent out.

Change of Mind Policy

We are not required to accept returns or offer refunds for change of mind, but we may accept if the all following conditions are met:

  • The item is unopened, unused, and in its original packaging.
  • You agree to pay a service fee to cover processing costs.
  • You will cover return shipping costs.

Return to Sender Policy – Fissman AU

If your parcel is returned to Fissman AU, the following policy applies:

Re-shipping the Order:

If your order is returned to us and you wish to have it re-sent, a $15 re-shipping fee will apply. This fee covers the cost of shipping the parcel back to you.

Return Without Notification:

If your parcel is returned to us without prior notice or email communication, you will be responsible for covering:

  • Any return costs charged by the courier.

We recommend notifying us immediately if you experience delivery issues to avoid unnecessary charges.

Store Credit Option:

If you prefer not to pay the re-shipping fee, we are happy to issue a store credit equal to the value of your order (excluding shipping).

Important Notes:

  • This policy applies to parcels returned due to incorrect address details, failed delivery attempts, or unclaimed packages.
  • Original shipping fees are non-refundable

Frequently Asked Questions

  • What qualifies as a manufacturing defect?
    • Manufacturing defects include issues like non-stick coating peeling (without misuse), handle detachment due to faulty assembly, or warping under normal cooking conditions.
  • What if my cookware deteriorates over time?
    • Normal wear and tear including scratches, discoloration and coating degradation, is not covered under warranty. Proper care and use will extend the life of your cookware.
  • What if I am unsure whether my issue is covered?
    • Our team will thoroughly assess every claim. If the issue is covered under warranty, we will provide a resolution. If not, we will offer repair or replacement options at a reasonable cost.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or sent in error:

  • Items that have been used or show signs of wear.
  • Cookware sets that are missing pieces.
  • Clearance or final sale items.

For questions or concerns regarding these items, contact our Customer Service Team at (03) 9087 1234 or info@fissman.com.au.

Legal Compliance

Our Returns & Warranty Policy complies with Australian Consumer Law (ACL). This policy does not exclude or limit your rights under ACL, which include your right to a refund, repair, or replacement if goods are faulty, not fit for purpose, or do not match the description.

Policy Updates

Fissman AU reserves the right to update or amend this policy at any time. Any significant changes will be communicated to customers through our website.

For further assistance, feel free to contact our Customer Service Team at (03) 9087 1234 or email info@fissman.com.au.