Our Place Return Policy 2026: Free Returns, Rules & Complete Guide
Shoppers search for the Our Place return policy when a pan arrives in the wrong color, a pot does not fit their stovetop, or they receive duplicate gifts. Cookware is an investment, and buyers want to know their options for refunds, exchanges, or returning damaged items before they commit.
If you recently bought an Always Pan or Perfect Pot, you need to understand the strict condition rules. Our Place offers a 30-day return window from the delivery date. Customers in the United States get free return shipping. The biggest hurdle for shoppers is the unused condition requirement. If you cook with the item even once, you lose your right to a standard refund.
This guide covers exactly what items qualify, how to start a return, your expected refund method, shipping costs, and step-by-step instructions. All information reflects the latest available rules verified for 2026.
Our Place Return Policy Overview
| Topic | Details |
|---|---|
| Return Window | 30 days from the delivery date |
| Eligible Items | Unused, unwashed, original tags, in original packaging |
| Return Methods | Online portal (UPS drop-off), in-store (at retail locations) |
| Refund Methods | Original payment method, store credit for gift returns |
| Non-returnable Items | Final sale items, personalized goods, used cookware, gift cards |
| Fees | Free returns for US orders. International buyers pay shipping. No restocking fees. |
Return Window & Eligibility Requirements
The 30-Day Deadline
Our Place allows returns within 30 days of the delivery date. Day 1 starts the moment the carrier marks your package as delivered. If your order arrives on November 1, you have until December 1 to complete the return process. This timeline applies to both online and physical store purchases.
Used vs. Unused Cookware
The most common pain point for Our Place customers is the "unused" rule. To get your money back, the cookware must be completely unused.
- Acceptable: Taking the pan out of the box, setting it on your stove to check the size, and placing it back in the box.
- Not Acceptable: Frying an egg, washing the pan, and then trying to return it.
- Not Acceptable: Removing the tags and throwing away the internal packaging inserts.
Our Place inspects returned packages. If they find signs of wear, oil residue, or heat marks, they will deny the refund.
Defective or Damaged Items
If your order arrives scratched, dented, or missing parts, contact customer service immediately. Do not attempt to use the damaged pan. Our Place handles transit damage and manufacturing defects through a separate replacement process rather than the standard return channel. The brand also offers a limited lifetime warranty for structural defects that occur after the standard 30 days.
How to Return Items to Our Place
Our Place is primarily a direct-to-consumer brand, meaning most returns happen through the mail.
How to Process an Online Return
An online return is the fastest way to send back your purchase.
- Go to the official Our Place return portal.
- Enter your order number and the shipping zip code.
- Select the specific item you want to send back.
- Choose a reason for the return from the dropdown menu.
- Print the prepaid UPS return shipping label generated by the system.
- Pack the item securely inside its original box, including all accessories like the wooden spatula or steamer basket.
- Attach the label to the outside of the box.
- Drop the package off at any UPS location or schedule a carrier pickup.
- Keep your UPS drop-off receipt to track the package.
In-Store Returns
Our Place operates a small number of physical retail locations. An in-store return is permitted if you bring the unused item, all original packaging, and your proof of purchase. The store associates will inspect the item on the spot. If approved, they will process the refund to your original credit card. Store locations cannot process returns for international orders.
Comparing home goods return policies? Read our guides on the Nebraska Furniture Mart return policy, the Ashley Furniture return policy, or the Micas return policy.
Our Place Refund Methods & Processing Time
Shoppers want to know exactly when their money will hit their bank account. Our Place does not issue refunds the moment you drop the box at UPS.
The standard processing time happens in two stages:
- Transit and Inspection: The package takes up to a week to reach the warehouse. Staff then take 5 to 10 business days to unpack and inspect the cookware.
- Bank Transfer: Once approved, Our Place releases the funds. It takes 3 to 5 business days for credit card companies to post the money to your statement.
Realistically, you should expect the entire refund process to take 8 to 18 days from the day you mail the box.
Refunds go back to the original credit card, debit card, or PayPal account used at checkout. If you used a gift card to pay for part of the order, that portion returns to a new digital gift card.
Our Place Exchange Policy
If you bought the Always Pan in "Spice" but decided you want "Blue Salt" instead, you can request an exchange.
The exchange policy follows the same 30-day window and unused condition rules. You initiate the exchange through the same online portal used for returns. You select the new color or product you want. Our Place will not ship the replacement item until the carrier scans your return package. Exchanging an item is free for US customers.
Non-Returnable Items
Certain products cannot go back to the warehouse under any circumstances. Review these non-returnable items carefully before buying.
- Final Sale Items: Any product labeled "Final Sale" at checkout. This often includes discontinued colors or deep-discount warehouse sales.
- Personalized Goods: Any pan or accessory that features custom engraving.
- Opened Food Products: Pantry items, spices, or cooking oils that have a broken seal.
- Gift Cards: Digital or physical gift cards are non-refundable.
- Used Cookware: Any item showing heat marks, food residue, or missing original tags.
- Incomplete Bundles: If you buy a cookware set and use one of the pots, you cannot return the rest of the bundle.
Fees, Deductions & Exceptions
Our Place is transparent about costs, but a few specific charges apply depending on where you live.
Shipping Costs
For shoppers in the United States, return shipping is completely free when using the prepaid UPS label generated by the website portal. If you choose to use your own shipping carrier, you must pay the postage out of pocket.
International customers, including those in Canada or the UK, do not get free return labels. International buyers must pay their own return shipping costs. The company will not refund any original expedited shipping fees you paid to get the item faster.
Restocking Fees
Our Place does not charge a restocking fee on eligible returns. As long as the item passes the warehouse inspection, you get the full purchase price back.
Price Adjustments
The brand does not offer price adjustments. If you buy a Perfect Pot at full price and it goes on sale a week later, customer service will not refund the difference.
Holiday & Extended Return Policies
Many retailers give shoppers extra time during the winter months. Our Place handles things differently.
Currently, there is no extended holiday return policy for 2026. Purchases made during Black Friday, Cyber Monday, or the December holiday rush still follow the standard 30-day window from the delivery date. If you buy a pan as a Christmas gift in early November, the return window will likely close before the recipient opens it.
Gift Returns
If you received an Our Place item as a gift, you can return it. You need the original order number, the buyer's email address, or a specific gift receipt. Gift returns are processed as store credit sent to your email address, allowing you to pick out a different item without notifying the original buyer.
Our Place Return Without a Receipt – Is It Possible?
Our Place is a digital-first company. They track all purchases electronically.
Strict no-receipt returns are generally not allowed because the company needs proof that you bought the item directly from them and not from a third-party reseller. However, a physical paper receipt is rarely required. You can look up your order using the email address and order number found in your confirmation email. If you bought an item at a physical Our Place store, you will need the digital receipt texted or emailed to you at the register.
If you have zero proof of purchase and no order number, customer service will reject the return request.
Our Place Return Policy vs Competitors
How does Our Place stack up against other premium cookware brands?
| Brand | Return Window | Condition Required | Return Shipping |
|---|---|---|---|
| Our Place | 30 Days | Unused only | Free (US) |
| Caraway | 30 Days | Used or unused | Free |
| Made In | 45 Days | Unused only | Free |
| HexClad | 30 Days | Used or unused | Free |
Our Place matches the industry standard for the 30-day window and free shipping. They fall behind competitors like Caraway and HexClad, which allow buyers to test the pans by cooking in them before deciding to return them.
Customer Support & Contact Information
If you run into issues with the returns portal or need to report transit damage, contact the brand directly.
Good customer support can speed up a delayed refund or help you process a complex gift return.
- Phone Support: Call 1-310-620-0200 (Available Monday through Friday, 9 AM to 6 PM PST)
- Email: hello@fromourplace.com
- Live Chat: Available directly on the Our Place website during standard business hours.
- Online Portal: Access the returns system by logging into your account at fromourplace.com.
Email responses usually take 24 to 48 hours. Using the live chat feature during morning hours often results in the fastest resolution times.
Frequently Asked Questions
Q: Does Our Place offer free returns?
A: Yes, Our Place offers free return shipping for standard returns within the United States using their provided UPS label. International customers are responsible for their own return shipping costs.
Q: What is the Our Place return window?
A: You have 30 days from the exact date of delivery to start a return or exchange.
Q: Does Our Place have a holiday return policy for 2026?
A: No, Our Place does not currently offer an extended holiday return window. The standard 30-day policy applies to all Black Friday, Cyber Monday, and December purchases.
Q: Can I return an Our Place pan if I have used it once?
A: No. All returned items must be completely unused, unwashed, and in their original packaging. Cookware showing signs of heat, oil, or washing will be rejected by the warehouse.
Q: How long does an Our Place refund take?
A: The entire process takes about 8 to 18 days. The warehouse takes 5 to 10 business days to inspect the item, and banks take an additional 3 to 5 business days to post the funds.
Q: Can I return an item to Our Place without a receipt?
A: You do not need a paper receipt, but you do need an order number and the email address used at checkout. Returns without any proof of purchase are not accepted.
Q: What items are final sale at Our Place?
A: Final sale items include personalized or engraved goods, opened food items, digital gift cards, and items explicitly marked as final sale during clearance events.
Q: How do I print an Our Place return shipping label?
A: Log into the online returns portal on the Our Place website, enter your order details, select your items, and the system will generate a free printable UPS label.
Q: Does Our Place charge a restocking fee?
A: No. Our Place does not charge any restocking fees as long as the returned items are in brand-new condition and fall within the 30-day window.
Q: What is the difference between the Our Place return policy and their warranty?
A: The return policy applies to unused items sent back within 30 days for a refund. The limited lifetime warranty covers manufacturing and structural defects that happen while using the pan over time.
Disclaimer: Return policies may change and vary by location. Always confirm details on the official Our Place website or with your local store. Information verified January 2026.
Found this helpful? Bookmark this page for the latest Our Place return policy updates and check our other guides before your next purchase.
