Refund policy
Return & Warranty Policy
Last updated: October 12, 2026
Every Still order comes with 30-day returns and a limited lifetime warranty. If anything isn't right, our team at support@stillcookware.com is happy to help and replies within one business day.
30-day returns
Cook with it for up to 30 days from delivery. If it isn't your favorite pan, send it back. It doesn't need to be unused.
The 30-day guarantee covers our pans and physical accessories. eBooks are digital, so they can't be refunded once downloaded. If a file won't open or arrives damaged, email support@stillcookware.com and we'll fix it or refund you.
Returned items should be:
- Complete, with the free gifts included in the order
- Washed and packed securely (in the original packaging if you still have it)
Every return is inspected when it reaches us. Pans returned clean and in good condition after normal cooking are refunded the full item price.
A deduction of up to 20% of the item price applies only for damage beyond normal use, such as dents, warping, deep gouges, or burnt-on residue from overheating or heating the pan empty. Missing free gifts are deducted as set out below.
If a deduction applies, we'll email the amount with photos before the refund is processed. You can accept it, or ask for the pan to be sent back to you instead.
Free gifts
Free gifts ship with the pan and are returned along with it:
- Tempered glass lid: included in the return. A lid that isn't returned is deducted at its listed value of $20.
- Still spatula: included in the return. If it isn't returned, $25 is deducted.
- eBooks: digital, so they're yours to keep. They aren't returned or deducted when you return a pan.
Returning part of a Set of 3
One or two pans from a Set of 3 can be returned. Since the Set is discounted, the refund is the Set price paid minus the regular single-pan price of the pan(s) kept.
Pan(s) kept |
Set price paid |
Single price of pan(s) kept |
Refund |
|---|---|---|---|
10 in |
$378 |
$140 |
$238 |
8 in + 12 in |
$378 |
$280 |
$98 |
Single-pan prices are those listed on our site on the day of the order. Each returned pan is sent back with its lid.
How to start a return
- Email support@stillcookware.com within 30 days of delivery with the order number and the item(s) being returned.
- Our team replies within one business day with the return address and instructions.
- Pack the item(s) securely and ship with a tracked service.
- Reply with the tracking number so we can watch for it.
Return shipping
Return shipping for change-of-mind returns is the customer's responsibility. A tracked service is recommended so the return can be followed to our door.
For items that arrive damaged, defective or incorrect, we cover all shipping (see below).
Refunds
Refunds go back to the original payment method within 5 business days of the return reaching us and being inspected. A confirmation email is sent once it's processed. Banks can take another 3–10 business days to show the refund.
Exchanges
To switch sizes, return the original pan as above and place a new order for the size wanted. Not sure which size fits? Email us and we'll help choose.
Damaged, defective or incorrect items
If an order arrives damaged, defective or isn't what was ordered, email us within 7 days of delivery with the order number and a few photos of the item and box. We'll send a replacement at no cost, or a full refund if a replacement isn't available. In most cases nothing needs to be sent back, and if it does, we provide a prepaid label.
Cancelling or changing an order
Orders can be cancelled or changed within 12 hours of being placed, as long as they haven't been dispatched. Just email us with the order number. After that, the return process above applies.
Limited lifetime warranty
Every Pure Pan comes with a limited lifetime warranty against manufacturer defects in materials and workmanship under normal household use.
Not covered:
- Normal wear and tear
- Cosmetic changes that don't affect cooking, such as discoloration, heat tint, rainbow marks or utensil marks
- Damage from misuse or overheating, including heating the pan empty on high heat, thermal shock (such as plunging a hot pan into cold water) and burnt-on residue
- Drops, dents, accidents or fire damage
- Alterations or repairs made by anyone other than Still
- Free gifts (covered for damage on arrival, as above)
Eligibility: the warranty applies to the original purchaser with proof of purchase from stillcookware.com, and isn't transferable.
Making a claim: email support@stillcookware.com with the order number, a photo or a short video, and a line on what happened. Approved claims receive a free replacement, usually without the original needing to be returned. If a pan has been discontinued, we replace it with the closest current equivalent.
Consumer rights
This policy is offered in addition to consumer rights under local law and doesn't limit them. Customers in the UK and EU may also cancel an online purchase within 14 days of delivery, and customers in Australia and New Zealand are covered by local consumer guarantees. Where the law provides more, the law applies.
Contact
Still Cookware · support@stillcookware.com · PO Box 99900 SD 629 074, Markham ON L6C 0V2, Canada