Refund policy

RETURNS AND CANCELLATIONS – QUICK SUMMARY

1. Purchased from a retailer

If you purchased your Roebenhoff product through a retail partner, please contact the retailer directly and follow their return policies.

2. Purchased at a Roebenhoff pop-up or event

Products purchased at our pop-up shops or market events cannot be returned online. Please contact us directly at canada@roebenhoff.com for assistance.

3. Purchased at Roebenhoff.ca (Online)

If your order was delivered within the last 30 days, and the product is unused, undamaged, and in its original packaging, follow these steps:

Step 1 – Contact Customer Service

• Email: canada@roebenhoff.com

Step 2 – Have this information ready

• Your full name
• Order number
• Product name and size
• Billing address
• Photo evidence if the item is damaged

Step 3 – Receive your RA (Return Authorization)

After reviewing your request, our Customer Service team will email you a Return Authorization (RA) number and the correct return address.

Important: Returns sent without the RA number or to an unauthorized address will be refused.

SHIPPING YOUR PRODUCT BACK

• Customers are responsible for paying their own shipping costs for returning items.
• Shipping costs are non-refundable.
• All returns must be shipped only to the address provided in the RA email. Packages sent elsewhere will not be accepted.
• Always include the RA number inside your package. Returns without an RA number will be refused.
• Use a trackable and insured shipping service to ensure safe delivery, especially for items valued over $75.
• Returns cannot be made in person, as our warehouse is not open to the public.

REFUNDS

For orders placed on Roebenhoff.ca, once your return is received and inspected, we will notify you via email that your return has been received. We will also inform you whether your refund or replacement has been approved or rejected.

If approved, your refund will be processed, and a credit will be applied to your original method of payment. Please allow 7–10 business days from the date we receive your return for the refund to be processed, depending on your payment provider.

Roebenhoff is not responsible for returned packages that lack tracking or delivery confirmation. Always use an insured, trackable service.

Please allow 2–3 weeks from the time your return is delivered to our facility for the full processing of your refund or exchange.

This return policy does not affect your legal and statutory rights.

LATE OR MISSING REFUNDS

If you have not received your refund after the standard processing time:

  1. Check your bank account again.

  2. Contact your credit card company, as posting times can vary.

  3. Contact your bank, as there may be a delay before the refund appears.

  4. If you have completed these steps and still have not received your refund, email us at canada@roebenhoff.com for assistance.

PACKAGING YOUR PRODUCT FOR RETURNS

• Repackage products securely in the original packaging whenever possible.
• If returning cookware, wrap items carefully to prevent damage during shipping.
• If returning a knife or other sharp-edged product, wrap it securely to protect its point and edges from cutting through the box or padded envelope.
• Always include your RA number in the return package.

SPECIAL NOTE FOR GROUP BUY / FLASH SALE ORDERS

For purchases made through Group Buy or Flash Sale events, returns are only accepted in cases of product defect or damage. In such cases, customers must contact us within 3 days of receipt and provide photos of the defect or damage to initiate a return.
Returns or cancellations due to change of mind are not permitted for these orders.