Refund policy

Return & Refund Policy

Last updated: July 2026

At Paelluxe, we want every meal to be a feast — and every purchase to be a great experience. If you're not completely satisfied with your order, we're here to make it right.

30-Day Return Window

You may return most items within 30 days of the delivery date for a refund or exchange.

To be eligible for a return, your item must be:

  • Unused and in the same condition you received it (paella pans and burners that have been cooked with cannot be returned for hygiene and safety reasons, unless defective)
  • In its original packaging with all accessories, manuals, and components included
  • Accompanied by your order number or proof of purchase

How to Start a Return

  1. Email us at hola@paelluxe.com with your order number, the item(s) you'd like to return, and the reason for the return.
  2. Our team will respond with a Return Authorization and step-by-step return instructions, including the return shipping address and a shipping label if applicable.
  3. Pack the item securely in its original packaging and ship it back using the instructions provided.
  4. Once we receive and inspect your return, we'll process your refund or exchange.

Please do not send returns without contacting us first. Items returned without a Return Authorization may not be accepted or may experience significant processing delays.

Return Shipping Costs

  • Defective, damaged, or incorrect items: We cover all return shipping costs and will provide a prepaid return label. You will receive a full refund or a free replacement — your choice.
  • Change of mind / all other returns: The customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot issue refunds for returns lost in transit.

There are no restocking fees.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.

Original shipping charges (if any) are non-refundable, except in cases where the return is due to our error or a defective product.

Exchanges

Want a different size pan or a different set? The fastest way to get the product you want is to return the original item for a refund and place a new order. Alternatively, contact us at hola@paelluxe.com and we'll be happy to help arrange an exchange.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at hola@paelluxe.com with:

  • Your order number
  • Photos of the damaged item and the packaging

We will send a free replacement or issue a full refund — no need to return the damaged item unless we specifically request it.

Wrong Item Received

If you received the wrong item, contact us right away. We'll ship the correct item at no charge and provide a prepaid label for returning the incorrect one.

Non-Returnable Items

The following items cannot be returned:

  • Used cookware or burners (unless defective)
  • Items damaged through misuse, improper care, or normal wear and tear
  • Gift cards
  • Items returned more than 30 days after delivery

A Note on Packaging

Paelluxe orders are fulfilled through Amazon's fulfillment network, so your order may have arrived in Amazon-branded packaging. This does not affect your return rights in any way — all returns are handled directly by the Paelluxe team through hola@paelluxe.com. Please do not attempt to return Paelluxe.com orders through Amazon.com.

Order Cancellations

Orders can be cancelled free of charge before they ship. Once shipped, an order cannot be cancelled, but you may return it under the terms of this policy.

Questions?

Our team is happy to help with any questions about returns, refunds, or exchanges. Reach out anytime at hola@paelluxe.com.