Warranty would be given for items purchased only at Neoflam Australia authorised retailer and upon presenting your purchase receipt.
Limited Lifetime warranty.
Neoflam Australia offers a limited lifetime warranty for any defects in materials and manufacturing from the date of original purchase.
This is strictly limited to the repair or replacement of the purchased product and does not cover damage or wear & tear of the product caused by misuse or other external causes. Any attempt to disassemble a Neoflam product will result in withdrawal of warranty privileges.
The customer is responsible for all shipping and handling costs along with the itemised proof of purchase (hold onto your receipt).
Neoflam must be notified of your return item before sending out the product. Neoflam reserves the right to refuse and return damaged items that do not follow the above description after inspecting the returned item.
All shipping and returning costs are non-refundable and will be charged to the customer. If Neoflam decides to replace the item, the replacement will not extend the life of the warranty.
Neoflam will not accept any additional charges for work performed by the customer or third party unless it is authorised by Neoflam Australia.
Neoflam Australia guarantees to repair or replace any cookware found with a manufacturer default.
The warranty does NOT cover:
What will void my warranty?
If your cookware looks something like this it is probably not covered by warranty
Please read our FAQs and Neoflam Warranty Terms & Conditions for more information
You prefer us to assess your cookware and determine if it is eligible for replacement?
Please send your item with a short description of the problem and a copy of your purchase receipt. Please make sure you include your name, your postal address and contact details (phone and email).
Please note that we will not accept and/or assess any claims without proof of purchase.
Send it to:
Neoflam Australia Pty Ltd,
Unit 2, 13 Towers Drive,
Mullumbimby NSW 2482
In the event of a defect, malfunction or other failure of the product covered by this warranty, we will remedy the failure or defect, without charge to you, within thirty (30) days.
Should a defective item no longer be available, for whatever reason, an item of similar function and value will be substituted.
Replacement parts.
Neoflam Australia can provide handles or knobs that need replacement, a postage and handling fee will apply of $7.00 AUD. Please contact us on customerservice@neoflam.com.au for availability and quote.
We want you to be 100% happy with your Neoflam purchase. If any of the issues listed below occur, please contact our warranty department on customerservice@neoflam.com.au
RETURNS
Damaged in transit
Unfortunately items are occasionally damaged in transit.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:
Replace the product (subject to availability)
If we require you to return the product to us, we will pay the cost of the return.
Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.
Faults and Warranty Claims
Neoflam Australia warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:
This Faults and Warranties policy does not cover:
Normal wear and tear
14 day returns
We want you to love the products you buy from us. If have purchased your Neoflam product from our website and you change your mind, you may return it to us within 14 days of the date you received it, no questions asked.
You will be responsible for all shipping charges to facilitate a change of mind return. If you change your mind, we will provide you with a store credit voucher in an amount equal to the price you paid for the product, less all shipping costs
Items returned must be in ‘as-new’ condition. This means you have not used, assembled, damaged, washed any of the items. Please return items secured in their original packaging. If you cannot return an item ‘as new’ in its original packaging, a handling and restocking fee may apply up to 30% of the value of the item.
If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.
Cancellations
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product. After your order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavor to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.
Your consumer rights
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.
Delivery ETA 1st of November
Perfect for longer cuts of meat, the Oval Cast Iron Casserole (6.2L) is your go-to for roasting, braising, and slow-cooking with ease. Whether you're preparing a tender, fall-off-the-bone chicken or a succulent leg of lamb, the casserole’s oval shape provides ample room for larger cuts while leaving space in your oven for side dishes and trimmings.
Backed by Neoflam's Limited Lifetime Guarantee, this durable two-piece set ensures you cook with confidence and peace of mind for years to come.
Neoflam pans are made from Natural Ecolon™ a non stick ceramic coating made of sand, stone and silica and 100% free from harmful chemicals – making Neoflam a healthy and safe alternative to the toxic PTFE (Teflon) non-stick coatings.
Being a non-stick cookware there is sometimes a comparison of Neoflam Ecolon™ non-stick coating to Teflon based cookware. This comparison can often leads to using cooking methods that are not suitable for our Ecolon™ ceramic coating and may result in food sticking to the pan.
The Four Golden Rules:
1. Cooking Temperatures
Neoflam Ecolon™ non-stick coating is durable, toxin-free, and can withstand any heat required while cooking.
Proper cooking temperatures prevent sticking. Preheat your pan to the desired temperature according to your recipe. Don't be afraid to use high heat when needed.
Certain high protein foods, such as eggs, meat, and fish, require a well-heated pan to prevent sticking.
It's important not to get confused by other brands of toxic PTFE (Teflon) non-stick cookware that require cooking only at low to medium heat to avoid the release of harmful toxins when overheated. However, with Neoflam Ecolon™ non-stick cookware, you don't have to worry about this. It is completely free from toxins so you can cook at high heat without any concerns, when needed!
2. Use a bit of cooking oil
The Ecolon™ non-stick coating is made of natural materials and requires a bit of oil every time you cook to create a natural barrier between the food and the pan.
Thanks to the Neoflam Ecolon™ natural surface, you can cut down on fat quantity without compromising the flavour.
3. Right size pan
It is important to use the right size pan for the amount of food being cooked, otherwise this allows the heat to concentrate on the area of the pan not cooking the food eventually overheating and diminishing the effectiveness of the non-stick surface
4. Don’t forget to give your pan a good clean after every use.
Using the soft cloth or a paper towel only smears the food residue around the surface making it appear clean whereas in fact imperceptible traces of food can be left behind if the pan is not cleaned properly.
Neoflam Ecolon™ Ceramic coating is a strong, durable material applied in a few layers for extra durability. Don’t be afraid to give your pans a clean removing any small traces of food that when remain on the pan and with repeated use, will burn into the pan and sticking will occur.
Do not use coarse scouring pads or harsh abrasives to clean cookware and do not gouge the non-stick-coating. Do not use oven cleaners to clean cookware, as these are not designed for this purpose and will ruin the cookware.
What oils can be used with Neoflam Cookware?
We don’t recommend a particular oil to use, however be mindful of the smoking point of the oil when cooking. Smoke point is the temperature to which oil can be heated before it smokes and discolours — indications of decomposition. At the smoke point, the oil begins to emit unpleasant odours and impart unsavoury flavours to your meal. This may burn your food and damage your pan non stick surface.
Don’t use spray on oils as these contain sugar and will create build up on the surface of your pan and eventually affect the non-stick surface.
Warranty would be given for cookware purchased only at Neoflam Australia authorized retailer and upon presenting purchase receipt. Please retain your receipt as a proof of purchase.
COMPLETE THE SET
