Our aim is to ignite a passion for healthy living in every home, to support and contribute to the growing awareness of the need for a sustainable,
non-toxic cooking future. We achieve this by combining cutting-edge concepts, technologies and materials to create the most stylish, colourful, eco-friendly kitchenware and cookware in the Australian market today.
We continue to develop, improve and maintain sustainable production methods and materials sourced in concerted effort to minimize our environmental footprint.

Bunnings' lowest prices policy and price guarantee does not apply to products sold directly by Bunnings' Trusted Sellers

Neoflam orders are processed and dispatched within 1-2 business days of your order being placed. Orders take 2-5 working days for metropolitan areas; however orders for remote and regional areas may take longer. \r
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Neoflam Australia operates from two locations – ACT and Northern New South Wales. We will always do our best to ship your order from the location closest to you; however this may depend on the availability of goods at the time.\r
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If there are multiple items on your order it may be shipped from one warehouse (as a complete order) or from both locations (as multiple deliveries). You will be advised by email with a tracking number when your order is shipped.\r
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Returns Policy:
We want you to be 100% happy with your Neoflam purchase. If any of the issues listed below occur, please contact our warranty department on warranty@neoflam.com.au
RETURNS

DAMAGED IN TRANSIT

Unfortunately, damage can occur during transit.
If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
We will work with you to find an outcome that you’re happy with.
WRONG ITEM DELIVERED

If the wrong item has been shipped to you. Let us know as soon as you can, ideally within 3 business days of receiving it. We will organise the correct item and arrange for the pickup and return of the incorrect item received.
30 DAYS CHANGE OF MIND

We want you to love the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked
The item must be in a re-saleable condition that includes:

• In its original packaging, including instruction manuals and all accessories;
• It is unused, unwashed and in its original condition.
We will provide you with either a store credit or refund in an amount equal to the price you paid for the product, less all shipping costs.
If you cannot return an item ‘as new’ in its original packaging, a handling and restocking fee of 30% of the sale value of the item will apply.
If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from the refund. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

FAULTS AND WARRANTY CLAIMS

Neoflam Australia warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided by Australian Consumer Law.
If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example, we may arrange one or a combination of the following:
• Send you any missing parts or components
• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full store credit voucher or refund

THIS FAULTS AND WARRANTIES POLICY DOES NOT COVER:

Normal wear and tear
• Damage arising from abnormal use or abuse
• Damage, wear and tear as a result of improper or lack of maintenance and/or care.
• Damage to external or product packaging only
• Damage occurring during your handling and transportation of goods
• Insignificant minor variations in dimensions, colour, grain or finish
• Insignificant minor imperfections or superficial blemishes

CANCELLATIONS

You may cancel an order or part thereof, only before an order reaches the dispatch processing stage, in this case, you will receive a store credit voucher or refund in the amount you paid for the product. After your order or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.

YOUR CONSUMER RIGHTS

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.