Return & Refund Policy

At Xemeso, we stand behind the quality of our cookware and bakeware. We want you to be completely satisfied with every pot, pan, and tool you purchase. However, if you are not entirely happy with your order, we are here to help.

1. Return Window

You have 30 days from the date your order was delivered to request a return. If 30 days have passed since the delivery date shown on your tracking information, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must be in “Sellable Condition.” Because kitchenware is a hygiene-sensitive product, we strictly adhere to the following conditions:

  • Unused & Unwashed: The item must be brand new. Cookware that has been seasoned, heated on a stove, put in an oven, or washed with water cannot be returned.

  • Original Packaging: The item must be returned in its original product box with all internal protective packaging (styrofoam, cardboard inserts), manuals, and accessories.

  • Completeness: Sets (e.g., a 10-piece pot set) must be returned in full. We cannot accept partial returns from a set.

3. Non-Returnable Items

The following items are “Final Sale” and cannot be returned:

  • Gift Cards.

  • Items marked as “Clearance” or “Final Sale” at the time of purchase.

  • Items damaged through normal wear and tear, misuse, or overheating.

4. Damaged or Defective Items

We take great care in packing your kitchenware, but glass lids and ceramic items can occasionally be damaged in transit.

  • Inspect Immediately: Please check your box immediately upon arrival.

  • Reporting Period: You must report any damages or defects within 48 hours of delivery.

  • Photo Evidence: Do not dispose of the broken item or the packaging. Email [email protected] with your Order Number and clear photos of the damaged item and the shipping box.

  • Resolution: For damaged items, we will offer a free replacement or a full refund. You generally do not need to ship broken glass back to us for safety reasons, provided photos are submitted.

5. Return Shipping Costs

  • Defective/Wrong Item: If the return is due to our error (you received a wrong or defective item), Xemeso will provide a pre-paid shipping label.

  • Change of Mind: If you are returning an item due to personal preference (e.g., size, color, or you simply changed your mind), the customer is responsible for the return shipping costs.

  • Original Shipping: The original shipping fee (e.g., the standard $6.99) is non-refundable. If you receive a refund, the cost of original shipping will be deducted from your total.

6. How to Return an Item

  1. Request a Return: Email us at [email protected] with your Order Number and the reason for the return.

  2. Receive Authorization: We will review your request and reply with a Return Authorization (RA) number and our return address in Saint Louis.

  3. Pack Carefully: Kitchenware is heavy and fragile. Please pack the item securely in its original box and place that inside a shipping box to prevent damage.

  4. Ship: We recommend using a trackable shipping service (UPS, FedEx, or USPS) and purchasing shipping insurance. We are not responsible for returned items that are lost or damaged in transit back to us.

7. Refunds

Once your return is received and inspected at our Saint Louis warehouse:

  • We will send you an email to notify you that we have received your returned item.

  • We will inspect the item to ensure it is unused and in original packaging.

  • If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 to 10 business days.

Contact Us

If you have questions about a specific return, please contact us:

  • Email: [email protected]

  • Address: 8025 Maryland Ave, Saint Louis, MO 63105, USA

  • Hours: Mon – Fri, 8am – 6pm (CST)