Return policy

Return Policy
1. General Policy

We want you to be completely satisfied with your purchase of beef tenderizers, scrapers, plating tools, patty presses, and shaping molds. If for any reason you are not satisfied, you may return eligible items in accordance with this Return Policy. This policy applies to all orders placed through our website, operated by our company, with our address at 5585 W PICO BLVD LOS ANGELES, CA 90019. All transactions are in Euro (EUR).

2. Return Period

You have 30 calendar days from the date you receive your order to initiate a return. Returns requested after 30 days will not be accepted unless required by mandatory consumer protection laws in your country (for example, certain European Union countries may provide longer periods). We comply with all applicable local laws.

3. Eligibility Conditions for Returns

To be eligible for a return, the following conditions must be met:

The product must be unused, in its original condition, and free of any damage caused by the customer.

The product must be in its original packaging, including all accessories, instruction manuals, and protective materials.

The product must not be a final sale item (see section 11 below for non-returnable items).

The return request must be submitted within the 30-day return period.

For hygiene reasons, any product that has come into direct contact with raw meat (such as tenderizers or scrapers) must be thoroughly cleaned before return. We reserve the right to refuse returns of items that arrive in unsanitary condition.

4. How to Initiate a Return

To initiate a return, please follow these steps:

Step 1: Contact us using the contact form on our website within the 30-day return period. Include your order number, the name of the product(s) you wish to return, and the reason for the return.

Step 2: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions for where to send the package. Do not send any item back without first obtaining an RMA number. Returns without an RMA number may be rejected or delayed.

Step 3: Pack the product securely in its original packaging, include the RMA number clearly on the outside of the package, and ship the item to the address provided in our return instructions.

Step 4: Provide us with the tracking number of the return shipment by replying to the return authorization email. We strongly recommend using a trackable shipping service. We are not responsible for lost return packages.

5. Return Shipping Costs

For change of mind or customer error (wrong size, no longer needed, etc.): The customer is responsible for all return shipping costs. Original shipping fees paid at checkout are non-refundable.

For defective, damaged, or incorrect items received: We will cover the return shipping costs. Please provide clear photos or video evidence of the defect or damage when you contact us. We will either send you a prepaid return label or reimburse reasonable return shipping costs upon proof of payment, up to the amount of our original shipping charge for that order.

6. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Processing time for returns is typically 3 to 7 business days after delivery to our return facility.

If approved:

Refunds will be issued to the original payment method (credit card, PayPal, or other gateway used at checkout).

The refund amount will include the product price (excluding original shipping fees) unless the return was due to our error (defective, damaged, or wrong item), in which case original shipping fees will also be refunded.

You will receive the refund in Euro (EUR). Currency conversion fees, if any, are the responsibility of your bank or payment provider.

Refunds may take 5 to 10 business days to appear on your statement, depending on your financial institution.

If rejected (for example, product shows signs of use, missing parts, unsanitary condition, or return period exceeded), we will send the item back to you at your expense, or you may arrange for its disposal. No refund will be issued.

7. Exchanges

We do not offer direct exchanges. If you need a different product or size, please return the original item for a refund (following the return process above) and place a new order on our website.

8. European Union Consumer Rights

For customers located in the European Union, you have a statutory right of withdrawal under EU consumer law. This policy does not replace or limit those rights. Under EU rules, you may cancel your order within 14 days of receiving the goods without giving any reason, provided the products are not exempt (see section 11). However, our 30-day policy gives you more time. In case of conflict, the more generous right (ours or the statutory) applies. To exercise your EU withdrawal right, you must notify us in writing within 14 days of receipt. You will be responsible for return shipping costs unless we agree otherwise. For further details, contact us using the contact form on our website.

9. Defective or Damaged Items

If you receive a product that is defective, damaged during shipping, or not as described, please contact us within 7 days of delivery using the contact form on our website. Include your order number, a description of the issue, and clear photos showing the defect or damage. We will, at our option:

Replace the item at no additional cost to you (including shipping), or

Issue a full refund including original and return shipping costs.

We do not require you to return defective items unless the item is large or the defect is not obvious from photos. If we request a return, we will provide a prepaid shipping label.

10. Late or Missing Refunds

If you have not received a refund after 15 business days from the date we approved it, first check with your bank or credit card company. There is often some processing time before a refund is posted. If you have done this and still have not received your refund, please contact us using the contact form on our website.

11. Non-Returnable Items

The following items cannot be returned:

Products that show signs of use, wear, or damage caused by the customer.

Products that are not in their original packaging or missing parts.

Items purchased on final sale or clearance (clearly marked on the product page).

Gift cards.

Customized or personalized products (e.g., molds engraved with a logo) unless they arrived defective.

Products returned without an RMA number.

Items returned after 30 days.

12. Restocking Fee

We do not charge a restocking fee for standard returns. However, if the returned product is not in original condition (e.g., damaged packaging that does not affect the product's functionality), we may deduct a reasonable fee of up to 15% of the product price to cover repackaging or refurbishment.

13. Return of Free Gifts or Promotional Items

If you received a free gift or promotional item with your purchase, that gift must also be returned in new condition to receive a full refund for the main product. If the free gift is not returned, we will deduct the retail value of the gift from your refund.

14. Contact for Return Questions

For any questions regarding returns, please use the contact form on our website and include your order number. We aim to respond within 1 to 2 business days.