CANCELLATIONS - RETURNS - DAMAGES - EXCHANGES - REFUNDS - BACK-ORDERS
(This Return Policy went into effect on April 25, 2008)

INSTRUCTIONS FOR RETURNING A PRODUCT FOR CREDIT

(A) You will need a return authorization number and label from us before you return a product to the warehouse.
DO NOT RETURN A PRODUCT TO OUR OFFICE ADDRESS, IF SO IT WILL BE REFUSED AND RETURNED TO YOU AT YOUR COST. A request for returning an item for credit should be made by email within 10 days of receiving the product. The cost for returning a product for credit is the responsibility of the customer.

(B) An RMA, or Return Merchandise Authorization, is valid for 30 days within which time the manufacturer must receive the returned product. The RMA is only good for the product named and must be purchased by the person returning the product. YOU MUST USE THE RMA LABEL TO SHIP YOUR RETURN, OTHERWISE IT MAY BE REFUSED BY OUR FACILITY.

(C) All returns should be made by prepaid shipment, the shipping cost is not refundable.

(D) All returns for credit should be in their original packing and cartons(s). The product should be packed as it was originally shipped. All paper work must be included with the returned products, including instruction material. There may be a fee for replacing any such material.

(E) Since all UPS ground orders are shipped free of charge (this company pays the original shipping cost for all products shipped inside the USA via UPS ground service), if a customer returns a product for credit, the customer will be refunded the cost of their product minus a 10% restocking fee. This is 10% of the total amount of the order minus our original shipping charge which you must pay in full if a refund is requested.

BACK-ORDERS
If we notify you that your product is not in our warehouse and it has been placed on back-order but you do not wish to receive the product at a later date, it is the customer's responsibility to notify our company to cancel the back-order. If the product is shipped and the customer does not want the product, then it is the customer's responsibility to pay the shipping charges to return the product.
If the customer cancels his order IN WRITING before the product is in our warehouse, then the back-order will be cancelled.


FEES THAT ARE APPLIED TO RETURNS FOR CREDIT ONLY

A breakdown of the fees applied to returns for credit is shown below.

(1) RESTOCKING FEE: 10% of the total amount of the products purchased for the receiving/restocking and examination fee.

(2) If you used a credit or debit card to pay for your purchase, this company was charged a 4% transaction fee to bill your credit/debit card, this amount is not returned to a business when a customer returns a product, therefore, an additional 4% for credit card processing is applied to a return for credit.

(3) Our company offers free shipping inside the continental USA, therefore, the amount that this company paid for shipping your product to you is deducted from the amount of the refund. If you were charged a $5.00 handling fee on your order, this is amount is not refunded.

(4) If you ship your return to the incorrect address, we will then have to ship the return to the correct address which is our warehouse in Texas.

THIS IS WHY IT IS IMPERATIVE THAT A CUSTOMER CONTACTS US BY EMAIL IF THEY WISH TO RETURN A PRODUCT FOR REFUND.
RealCook@aol.com We do not ship orders from our offices in North Carolina, so if your return is shipped to the incorrect facility, we will have to charge you the cost of shipping your return to the correct address in Texas.

The total of the descriptions above will be deducted from a customers return for refund.

Your refund will be processed after the manufacturer has received your products, examined them, `and refunded the cost of the products to The P. B. Helms Company.

ANY RETURN WITHOUT AN AUTHORIZATION WILL BE REFUSED
RETURNS SHIPPED FREIGHT COLLECT WILL BE REFUSED.

It is the responsibility of the customer to research the products as well as all other aspects of their order before actually placing the order.

We ask that our customers be completely sure that they are ordering exactly what they wish to receive - that a product is never ordered on a “whim” - that customers do not place an order for a product that they have questions about. We ask that customers do their comparison shopping, their research, and ask questions on products, shipping, etc. before placing their order.

Our customer service will help you find the information that you need in order to be fully informed about any product you are interested in.

If you have any question whatsoever about a product,
or are unsure about a detail, please ask, we are more
than happy to answer your questions.

ALL WARRANTIES ARE HELD BY THE
MANUFACTURER OF THE COOKWARE.

THIS MEANS THAT THE P. B. HELMS COMPANY, www.RealCook.com, DOES NOT HAVE THE OPTION OF CHANGING THIS POLICY. ACCORDING TO THE MANUFACTURER, EXCEPTIONS TO THE RETURN OR REFUND POLICY IS DONE ONLY AT THE DISCREPANCY OF THE MANUFACTURER.

ALL RETURNS MUST BE HANDLED THROUGH THIS COMPANY. THE MANUFACTURER WILL ONLY ISSUE A RETURN AUTHORIZATION TO A WHOLESALE CONTRACTOR.


REFUNDS ARE NOT GIVEN FOR A DAMAGED PRODUCT, THEY ARE REPLACED UNDER THE FACTORY LIFETIME WARRANTY. IF AN EXCEPTION IS MADE TO THIS RULE, FEES WILL BE APPLIED TO THE REFUND.

(A) All merchandise which is flawed or damaged is covered by the manufacturer's FACTORY LIFETIME WARRANTY.
This warranty specifies that any damaged product which is covered by this warranty will be replaced.

(B) Should the manufacturer require that the product be returned for inspection before replacement, it is the customer's responsibility to do so.

REFUNDS ARE NOT GIVEN FOR DAMAGED OR FLAWED ITEMS,
WHETHER NEW OR USED.

BACKORDERS
If we notify you that your product is not in our warehouse and has been placed on backorder and you do not wish to receive the product at a later date, it is the customer's responsibility to notify our company to cancel the backorder. If the product is shipped and the customer does not want the product, then it is the customer's responsibility to pay the shipping charges to return the product.
If the customer cancels his order IN WRITING the shipment of the product at a later date will be cancelled.

CREDIT FOR RETURNED MERCHANDISE

WHEN A PRODUCT IS RETURNED FOR CREDIT THE PRODUCT IS INSPECTED. CREDIT IS NOT GIVEN TO MERCHANDISE WHICH HAS BEEN USED OR IS IN A CONDITION OTHER THAN NEW AND UNUSED CONDITION.

Once you are satisfied with the quality and
have decided to use the merchandise,
the LIFETIME WARRANTY, also known
as the REPLACEMENT WARRANTY
with the manufacturer is your in-effect warranty.


ORDER CANCELLATIONS
Please understand that once an order is submitted to our system it is automatically processed by the system,.

Our company is charged a 4% fee for each credit card transaction a charge from PayPal for each transaction. If we allow an order to be canceled, this fee is not refunded by the bank or PayPal to our company, therefore, a cancellation can cost our company.
This is why CANCELLATIONS OF ORDERS ARE NOT ACCEPTED ONCE THE MONEY IS RECEIVED BY OUR BANK.
No refund will be applied, and the order will be shipped to the customer.

THE OFFICIAL REFUND POLICY OF THE PB HELMS COMPANY IS:
IF A CHARGE-BACK ON A CREDIT CARD OR A REFUND FROM PAYPAL IS REQUESTED AND RECEIVED BY THE CUSTOMER, THERE IS A FEE APPLIED TO THE REFUND TRANSACTION OF 3 TO 4 PERCENT DEPENDING ON THE ORIGINAL FEE CHARGED TO OUR COMPANY.

EXCHANGES OF MERCHANDISE ARE ACCEPTED ONLY UNDER THE FOLLOWING CONDITIONS:

The exchange must be approved by this company.

The customer must obtain a return authorization number with instructions.

The product being returned must be in absolutely new and unused condition, there are no exceptions.

All original paper work such as instructions must be returned with the product being exchanged. A fee of $10 per paper work item will be charged if not present.

The customer is responsible for shipping the original item back to the address stipulated as well as the shipping charges incurred in doing so.

The customer is responsible for the shipping charges incurred by shipping the replacement item to him or her.

A $10 service fee will be charged for each item exchanged.

To repeat, it is the responsibility of the customer to research the products as well
as all other aspects of their order before actually placing the order.

We ask that our customers be completely sure that they are ordering exactly what they wish to receive - that a product is never ordered on a “whim” - that customers do not place an order for a product that they have questions about. We ask that customers do their comparison shopping, their research, and ask questions on products, shipping, etc. before placing their order.

Our customer service will help you find the information that you need in order to be fully informed about any product you are interested in.

If you have any question whatsoever about a product,
or are unsure about a detail, please ask, we are more
than happy to answer your questions.

NON-STICK SURFACE COOKWARE
WARRANTIES DO NOT COVER A STAINLESS STEEL PAN IN WHICH FOOD STICKS. THERE
IS NO GUARANTEE THAT A STAINLESS STEEL PAN WILL NOT STICK. THIS COMPANY
DOES NOT CARRY COOKWARE WHICH IS COVERED WITH A NON-STICK SURFACE, IF
THIS IS WHAT YOU ARE LOOKING FOR, YOU DO NOT WANT OUR PRODUCTS.

THE UTENSIL SIZE
REFUNDS ARE NOT GIVEN BECAUSE A CUSTOMER IS UNHAPPY WITH THE SIZE OF A COOKING UTENSIL. ALL SIZES ARE POSTED ON OUR WEBSITE, IF YOU ARE UNSURE
OF A SIZE, PLEASE ASK OUR CUSTOMER SERVICE FOR HELP.

SHIPMENT AND DELIVERY TIMES
There is no guarantee on the shipping or delivery time UNLESS THE CUSTOMER HAS REQUESTED AND PAID FOR SPECIAL DELIVERY ORDERS.

*Please be sure you are ordering the correct product before you place your order (see below).

NOTE: Returns for credit on products destined outside the continental USA are not accepted.

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Please make sure that you have all the information available on your product before making your purchase.

IF YOU HAVE A QUESTION CONCERNING A PRODUCT AND CANNOT FIND THE ANSWER, PLEASE EMAIL OUR CUSTOMER SERVICE FOR THE ANSWER.

For questions on all products please contact us: Customer Service

NOTE: This company reserves the right to make changes to
this return policy at any time it is deemed necessary.

Customer Service

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All of our waterless cookware sets are constructed of 304 Surgical Stainless Steel. This Chef's Secret™ set comes with 15 pieces. Included is a stainless steamer basket and double boiler/mixing bowl. Lifetime Warranty, Instruction Book and Recipes. Sold here at wholesale.
Click to View All Sets at RealCook.com

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SPECIAL PRICES WHEN YOU PURCHASE A COOKWARE SET

Purchase any Waterless Cookware Set and you can also receive an extra discount on many of our individual cooking products.

PRECISE HEAT 3.5 Quart SURGICAL STAINLESS STEEL WATERLESS OIL-CORE ELECTRIC SKILLET Our Precise Heat 3.5 quart Surgical Stainless Steel Oil Core Skillet features a low dome cover with stay-cool handles and knobs. The surgical stainless steel has been given a beautiful mirror finish as well as for beauty and durability. The measurements are 12 1/4 inches outside and a diameter of 11 inches on the inside of the skillet. The inside depth of this skillet is 3 inches. Shipping weight is 14 lbs. UL approved. "Oil-Core" Waterless Stainless Steel Electric Skillets Discount Price $169.99 if ordered with set Discount Price $174.99 if ordered alone Oil-Core Waterless Cooking Electric Skillet

Chef's Secret by Maxam 304 Surgical Stainless Steel Round Griddle with See-Thru Lid The construction of this stove-top griddle allows you to grill all of your foods evenly and quickly. It has two stainless steel 'helper' handles and a see-thru glass lid. This griddle makes cooking several hamburgers, pancakes, chicken pieces, sausage, eggs or bacon easy and convenient. Suitable for electric, gas, or ceramic stove-tops. Measures 13 1/2 inches in diameter. Lifetime Warranty. Item No. KTGRID2 Retail Price: $149.95 Discount Price when ordered alone $79.99 Discount Price $69.99 if ordered with a cookware set $69.99 Click for the KTGRID2 Stove-top Griddle

PRECISE HEAT STAINLESS STEEL WATERLESS ELECTRIC SKILLETS Our 304 Surgical Stainless Steel Waterless and Greaseless Electric Skillets are constructed of 5-plies. This multi-ply construction makes greaseless cooking possible with fast, even heating. We have two stainless steel electric skillets, one with the oil-core bottom, and the other with a circular electrical-coil bottom. Either skillet will compliment your waterless cookware set perfectly. Suggested Retail Prices: $399.95 to $698.95 Your Discount Prices: $109.99 to $174.99 with a set of cookware. Details for Electric Skillets

SURGICAL STAINLESS STEEL "GRADUATED" VEGETABLE STEAMER By CHEF'S SECRET FITS VARIOUS SIZE POTS Our new Chef's Secret Graduated Steamer will make steaming fresh or frozen vegetables easier than ever. This surgical stainless steel steamer features a heavy gauge surgical stainless steel construction and ergonomically designed handles with stainless steel capped rivets to give you a secure grip. The graduated steamer lets you steam just the right quantity because it fits multiple sizes of saucepans from 1.7 quart to 3.2 quarts. Lifetime warranty. Item No. SMCWSTEAM Retail Price $42.95 Discount Price $25.99 if ordered with cookware set Discount Price $29.99 when ordered alone Click for Details & Prices for this Steamer

By Steam Control 9-Layer 304 Surgical Stainless Steel 8-Quart Multi-ply Cooker This 304 surgical stainless steel stockpot-cooker is an excellent utensil for pasta, seafood, soups, stews and rice. The 9-layer, 8-quart multi-cooker boils, steams, and blanches. Simply lift out the deep pasta insert after the pasta has cooked. There's no need to pour hot water into a separate colander. This way is much easier and less messy, not to mention so much safer. Comes with a Lifetime Warranty. Item No. KT82 Retail Price: $208.95 Discount Price When ordered alone $99.99 Discount Price if ordered with cookware set $89.99 Click for the KT82 Pasta/Rice Cooker

Chef Secret Tea Kettle Stainless Steel 2.4 Quart Stainless Steel No, it isn't a waterless utensil, however, this Chef Secret® Stainless Steel Tea Kettle features a beautiful stainless steel mirror finish and perfectly molded stay-cool handle. Comes with a Lifetime Warranty Item No. SMTEAK Regular Retail Price: $49.95 Discount Price if ordered alone $38.99 Discount Price if ordered with a cookware set $29.99 Details for Stainless Tea Kettle

304 Surgical Stainless Steel 9-Layer Omelet Pan 8" Diameter CURRENTLY OUT OF STOCK This 9-ply, 304 surgical stainless steel skillet has a heavy duty, phenolic handle and fits in perfectly with any of our waterless cookware sets. Measures 8 inches in diameter. Refrigeration and Dishwasher safe. Comes with Lifetime Warranty Item No. KTOP5 Retail Price $82.95 Discount Price when ordered alone $44.99 Discount Price if ordered with a cookware set $39.99 CURRENTLY OUT OF STOCK You can place this product on Backorder Today. Click for Details on this Omelet Pan

Surgical Stainless Steel 12-layer Large Stovetop Turkey-Roast-Ham Roaster and Grill By Precise Heat Our Precise Heat Multi-Baker Roaster with Wire Rack features surgical stainless steel construction on both the cover and the roaster. The construction allows you to bake a roast right on the stovetop to save energy and reduce heat build-up in your kitchen. Of course, you can also bake in your oven as well with this roaster. The lid will reverse in order to be used as an oval grill or frying pan on your stovetop - or use it in your oven as an open baking pan. The roaster measures 20-1/4" x 12" x 8-1/4" Item No. KTROAST3 Regular Retail Price: $219.95 Click for manufacturer's brochure for retail price authenticity. Your Wholesale Price $99.99 Click for details: Stainless Steel Roaster

Huge Waterless Stainless Vegetable Steamer This giant-sized skillet measures 14-inches in diameter and 4 3/8 inches deep. The steamer basket is just under 14 inches in diameter and 4 1/4 inches deep. You can easily place the stainless steel steamer inside and steam as many vegetables as you want. But this large steamer pot wasn't meant for use as a vegetable steamer alone. You can use the steamer as a hot dog steamer, a clam steamer, oyster steamer ... or any other type of seafood steamer. The pot itself can easily be used with the lid as a gumbo or soup cooker. Item No. KTGIANT2 Retail Price: $295.95 Discount Price: $109.99 (when purchased alone) Discounted Price: $99.99 (when purchased with a set of cookware) Click for this Giant Stainless Steel Steamer Mailing Address THE P. B. HELMS COMPANY 2819 Worley Dr. MAIDEN, NC 28650 Contact Information Telephone: (828) 466-7422 RealCook.com is a subsidiary of The P. B. Helms Company Copyright 1997 P.B. Helms Co. All Rights Reserved RealCook.com ~ Waterless Cookware