Warranty Policy

Velosan warrants to repair or replace any product manufactured by Velosan and purchased directly from Velosan or Velosan’s authorized retailers if it is found defective in material, construction, or workmanship under normal non-professional use, and following instructions for care for a period of one year from the date of purchase. This Limited Warranty is valid only in the United States.

Should your product require warranty service, please contact us at help@velosan.com for a warranty evaluation. Upon approval of your claim, Velosan will repair or replace the item without charge. You may then return the product properly packaged and postage prepaid along with your proof of purchase, name, address, telephone number, and a description of the claimed defect. If the replacement product is no longer available, one of equal or greater retail value will be given. Replacement products may be provided in a color different from the product you originally purchased. Velosan shall not be obliged to replace any product which is not accompanied by a valid proof of purchase.

Ceramic Cookware

Ceramic cookware comes with a 1-year limited warranty. Improper storage, like unprotected stacking, and improper use and care are not covered. Use of medium heat or higher, exposure to temperatures above 500F, metal utensils, dishwasher use, or exposure to heat while empty will void warranty. Velosan’s diamond-infused ceramic non-stick coating is professional grade, but no coating will last a lifetime and normal depreciation from use is expected and not covered under warranty. 

◦  For all handle, lid and knob of Velosan’s products, we offer a 1-year warranty for a new part replacement under the condition that the parts are during the arrival of the package. If the customer accidentally damaged the handle, lid or knob and wish to get a replacement, we will send a replacement free of charge, but the customer will require to pay the shipment cost. 

For non-stick coating, we offer 1-year warranty. The warranty covers the whole item replacement with a new one and does not cover the issues related to damages taken place by the customer.

Warranty Exclusions

This warranty does not cover:

a. Abuse, commercial use, or other non-consumer use, neglect, abnormal wear or tear, overheating, or any use not in accordance with the product instructions

b. Cosmetic damage, such as scratches, dents, dings, scuffs, stains, discoloration, color changes, minor paint chips, normal wear and tear, or other nonfunctional changes in the appearance of the product that occur during normal handling and use of Cookware by any party and which do not impair the functionality of the product as intended

c. Damage due to improper storage, excessive heat, or metal or sharp utensils

d.Damage arising from thermal shocks, drops, improper use, failure to follow the use and care instructions, or an unauthorized modification or repair

e. Damage caused by the use of scouring pads, steel wool, abrasive cleaners, bleach and other similar products

f. Replacement of any non-defective components in the product (for example, if you purchase products with multiple components and only one component is defective, then we will only replace the defective component).

This warranty is limited to the original US consumer, or in the case of a gift, the original US recipient of the product, with proof of purchase and is not transferable. If the product was not purchased new from the Velosan or an authorized dealer, distributor, reseller within the United States, this warranty is null and void.

Warranty Remedies

If the product has a defect during the applicable warranty period we will, in our sole discretion, either repair or replace the product. The purchaser shall not be charged (whether for parts, labor or otherwise) for the repair or replacement of a defective Product during the Warranty Period.

How to Obtain Warranty Service

To request a Warranty Service within the warranty period, please first contact the support team for warranty check. You must provide information listed below via email:

1. Full name and Order no. 

2. Address to receive

3. Telephone number

4. Photographs (e.g., the defective part or whole package to show any problem).

We will determine the problem and the most appropriate solutions for you. Please keep the packaging your product arrived in or packaging providing equal protection, so that you have the required packaging available in the event of a return.