Refund policy

To start a return or refund request, email us at contact@titanella.com and our team will take it from there. A real person replies within one business day.

Order Cancellation

We start preparing orders soon after you place them. Here’s how cancellations work:

  • If you ask us to cancel within 12 hours of placing your order and it hasn’t been packed or shipped yet, we cancel it and refund you in full.
  • If you ask after 12 hours but before it ships, we’ll do our best to cancel it.
  • Once your order has shipped, we can’t cancel it. You can still use our 90-Day Returns below.

90-Day Returns

You have 90 days from the day your order is delivered to return it. We refund the full price you paid for the product. There is no restocking fee and no subscription.

  • To qualify, the product must be new and unused, in the condition you received it, in its original packaging.
  • Email us within 90 days of delivery. We’ll tell you where to send the product before you ship anything.

Approved refunds go back to your original payment method. Your bank may take a few business days to show the credit.

The 90-Day Sear Test (The Pan)

The Pan is meant to be cooked with, so its return doesn't require it to be unused:

  • Cook with The Pan for up to 90 days from delivery. If it's not for you, send it back complete, even used, and we refund the price you paid for the pan.
  • We email you a prepaid return label: you don't pay for the return.
  • Email us within 90 days of delivery with your order number before sending anything.

Manufacturing defects (warping, a base that separates) remain covered for 2 years under our warranty.

Bundle Offers

Some products may come in bundle offers. Items included in a bundle are part of it:

  • If you ask for a refund on the whole bundle, we refund what you paid for it.
  • If you keep part of a bundle, the bundle discount no longer applies to the items you keep: we refund what you paid, minus the regular price of those items.

Return Shipping

  • Please email us before sending anything back. Returns sent without our go-ahead can’t be accepted.
  • Return shipping is at your cost, unless the product arrived damaged or defective, or you return The Pan under the 90-Day Sear Test (prepaid label).
  • Please don’t send returns that need a signature on pickup: it delays processing.
  • Refused or rejected deliveries are not refunded or reshipped. If a delivery fails, contact us: we’ll check your details and reship once, free of charge. If the second delivery also fails, we can’t offer another free reshipment or a refund.
  • We can’t issue refunds for orders that are the subject of a chargeback.

Damaged or Defective Product

Sometimes a product is damaged in transit or arrives defective. If that happens, email us at contact@titanella.com within 30 days of delivery with a photo of the problem, and we’ll send you a free replacement or a full refund. We may ask for more details to process your request.

Exchanges

Need a different size? The fastest way to get the item you want is to place a new order for it, then return the first one within 90 days of delivery, under the 90-Day Returns above.

Wrong Address Entered During Order

You are responsible for entering the correct shipping address at checkout. We can update it if you contact us before your order ships.

Once your order has shipped, we can’t change the address. You can contact the carrier and ask for the package to be redirected. For USPS shipments, you can use the USPS Package Intercept service.

Item Lost or Stolen After Delivery

If the carrier shows your package as delivered and it is then lost or stolen (for example by “porch pirates”), XLAB LLC can’t be held responsible. Please choose a safe delivery spot. Any refund or replacement in that case is at our sole discretion. We recommend filing a report with your local post office and police.

Contact

Titanella is operated by XLAB LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States. Email: contact@titanella.com