Refund policy
RETURNS, REFUNDS & EXCHANGES POLICY
We want you to love your Trilonium cookware. If for any reason you don't, we're here to make it right — quickly and without hassle.
Reach us on WhatsApp: wa.me/918838990853 Support Hours: Monday – Saturday, 10:00 AM – 6:30 PM IST
Our 7-Day Return Window
You have 7 days from the date of delivery to raise a return, exchange, or refund request. Just reach out to us on WhatsApp with your order details and we'll guide you through the process.
Damaged or Defective Products
If your product arrives damaged or with a manufacturing defect, we'll make it right — no questions asked.
Simply contact us on WhatsApp within 7 days of delivery with a short video or photos of the issue. Please ensure you have an unboxing video ready — this is the fastest way for us to process your claim without any back and forth. Once we receive and verify the returned product (with original packaging and accessories), we'll send you a replacement or issue a full refund within 7 days.
We arrange the reverse pickup. You don't have to worry about logistics.
Changed Your Mind?
We get it — sometimes things don't work out. If you'd like to return a product for reasons other than a defect, you can do so within 7 days provided the product is unused and in its original packaging.
A small shipping cost will be deducted from your refund — ₹150 per kg for returns, or ₹90 per kg if you'd prefer an exchange. These are based on the packed shipment weight as billed by our courier partner. For exchanges, the replacement will be processed at the current selling price on our website.
Please note: an unboxing video is required for all return requests — it protects you as much as it protects us, and ensures we can process your request without delays.
A Few Things to Know About Cast Iron
We want to set the right expectations so you're never disappointed:
Surface texture: Cast iron cookware naturally has a rough, slightly uneven texture — this is a characteristic of the material, not a defect. It's very different from chemical non-stick surfaces, and many of our customers come to love it. It is not eligible for return.
Seasoning: Our cookware is seasoned with natural cold-pressed oils. Occasionally, a small amount of seasoning may flake or chip off during initial use — this is completely normal and easy to restore. Your product comes with a use and care manual that walks you through it. This is not a defect.
Handles: Our cast iron and carbon steel cookware is crafted as a single piece — no joints, no weak points. This means handles will get warm during cooking. Please use a handle cover or kitchen towel. This is by design and not eligible for return.
Rust: Cast iron requires basic maintenance — just dry it well after washing and apply a light coat of oil. Rust due to improper care is not covered under our return policy, but our team is always happy to guide you on how to restore your pan.
Policy Details & Conditions
| Situation | Policy |
|---|---|
| Defective / damaged on arrival | Full refund or replacement, we arrange pickup |
| Change of mind (unused, with unboxing video) | Return accepted, shipping cost deducted |
| Orders below ₹750 | Not eligible for return (shipping costs exceed order value) |
| Buy 2 Get 1 / Buy 3 Get 1 offers | Returns accepted only for defective/damaged items |
| Bundle or combo orders with coupons | Not eligible for return or exchange |
| Orders placed using coupon codes | Not eligible for return or partial exchange |
| Commercial use purchases | Not eligible for return |
| Boulder Series tawas above ₹1,999 | Not eligible for return |
| Kitchen accessories & outdoor cooking category | Not eligible for return or replacement |
| Glass lids | Not eligible for return, exchange, or warranty |
| Replacement already issued once | Further replacements not applicable |
Order Cancellations
You can cancel your order anytime before it is shipped — just drop us a message on WhatsApp. If your order has already been dispatched, a restocking and logistics fee of 25% will apply. For prepaid orders cancelled after dispatch, a shipping charge of ₹120 per kg (both ways) will be deducted.
International Orders
Our return and support services are available only within India. If a product is taken outside India after delivery, we won't be able to arrange reverse pickup. You're welcome to ship it back to us at your own cost — any applicable refund will be processed after inspection at our facility.
Purchases from Other Platforms
This policy applies only to orders placed directly on trilonium.com. We maintain serial number records for all products — if a product's serial number doesn't match our records, we won't be able to process a return. If you purchased from a marketplace or reseller, please contact them directly.
Shipping Partner Limitations
In rare cases, our courier partners may not be able to pick up from your pin code. If this happens, you can ship the product back to us yourself and we'll reimburse your shipping cost upon receiving a scanned copy of the airway bill (AWB).
Return Address
eKitchen Ventures 123/55, Venkatesapuram, Shankar Nagar Salem – 636007, Tamil Nadu, India (Near Vaniyar Kalyana Mandapam) 📞 +91 88389 90853 ✉️ trilonium@gmail.com
Lifetime Support
Even after your return window closes, we're here. Whether it's seasoning advice, cooking tips, or maintenance guidance — our team offers lifetime support for every Trilonium product. Just reach out on WhatsApp.
Frequently Asked Questions
How do I initiate a return?
Reach out to us on WhatsApp at +91 88389 90853 within 7 days of delivery. Share your order details and an unboxing video, and we'll take it from there. We'll guide you through every step of the process.
What is the return period?
7 days from the date of delivery. Requests raised after this window cannot be accepted, so please inspect your order as soon as it arrives.
Can I cancel my order?
Yes — you can cancel anytime before your order is shipped. Just message us on WhatsApp and we'll sort it immediately. If your order has already been dispatched, a restocking and logistics fee of 25% will apply. For prepaid orders cancelled after dispatch, a shipping charge of ₹120 per kg (both ways) will be deducted.
Do I need an unboxing video?
Yes, for all return and damage claims. We know it can feel like an extra step, but it's the single fastest way to get your claim resolved — no delays, no disputes. We recommend making it a habit to record a short video whenever you receive any online order.
What if my courier partner can't pick up from my location?
In rare cases this can happen. If it does, you can ship the product back to us yourself and we'll reimburse your shipping cost once we receive a scanned copy of the airway bill (AWB).
I bought from Amazon / Flipkart / another platform. Does this policy apply?
This policy applies only to orders placed directly on trilonium.com. For marketplace purchases, please raise your return request through the respective platform.
My pan has developed rust. Is that covered?
Rust is not a manufacturing defect — it results from moisture exposure during storage or use. The good news is it's completely reversible. Our team will walk you through the restoration process on WhatsApp. Cast iron is virtually indestructible with a little care.
I've had my pan for a while and have a question about using it. Can I still contact you?
Absolutely. We offer lifetime support on all Trilonium products — seasoning tips, cooking guidance, maintenance advice, you name it. Just reach out on WhatsApp anytime during business hours.