RETURN POLICY

 

Customer Satisfaction Guarantee: At Kitchenware Supplier, our commitment to customer satisfaction is unwavering. We offer a comprehensive return policy that aligns with Australian Consumer Law and Google Merchant Center standards, ensuring that your shopping experience is both secure and enjoyable.

 

Change of Mind / 7-Day Return Period: We provide a 7-day window for product returns. If you’re not entirely happy with your purchase or change of mind, you can return the item within this period. To be eligible for a return, items must be unused, in the original condition, and contain all packaging and labels. It will not affect future sales. Please note that in such cases, return shipping costs may not be covered by Kitchenware Supplier. In addition, customers also need to pay a 30% restocking fee.

 

Wrong Order Address: There is an address discrepancy with the order (which is due to your or the customer’s error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender.

 

Free Return Shipping for Faulty Products: If an item is faulty or not as described, we will cover the return shipping costs and offer you a choice between a full refund or exchange.

 

Making a warranty claim for damaged goods or missing parts: If an item is faulty or not as described, we will cover the return shipping costs and offer you a choice between a full refund or exchange.

  • Warranty claims should be sent to us via Return Request form.
  • The following should be included in the message:
    1. Order number
    2. The quantity of each product and/or part missing, faulty or damaged; and
    3. An image or video (of acceptable quality) of the product that clearly shows:
      • the fault or damage (if applicable)
      • what part is missing (if applicable);
      • the product in the original packaging (if applicable); and/or
      • the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.
  • All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
  • Customers should not dispose of items before a warranty claim has been made and completed as we may require the items to be inspected. Under the Australian Consumer Law, we reserve the right not to provide a credit, replacement or refund if a customer disposes of goods before a warranty claim has been completed.
  • Please do not to return the product to us or suppliers unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
  • For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch.
  • Due to ongoing unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

 

Special Conditions for Returns:

  • Restocking Fee: A restocking fee will not be applied for faulty or incorrectly supplied items. However, for returns due to change of mind, a restocking fee may be charged to cover the logistical costs, processing fees, payment platform fees. This fee will be clearly communicated at the time of the return request.
  • Unreasonable Return Requests: We reserve the right to refuse returns that we deem unreasonable. This includes repeated returns or items returned outside our 7-day policy without a valid reason. A unit that doesn’t fit is non-refundable and not returnable if the packaging has been removed and/or damaged. If the packaging is fully intact, photos must be provided, therefore the product is unopened, intact, photos must be provided.
  • Supplier Restocking Fee: In instances where our suppliers impose a restocking fee, we may need to pass this cost to the customer. We will strive to minimize these occurrences through careful product selection and quality control.

 

Refund Process: Refunds are processed promptly within 5 business days of receipt and inspection of the returned item. We will notify you once your refund has been issued.

 

Exchanges: We also offer exchanges within the 30-day return period. If you wish to exchange an item, please reach out to our customer support team to ensure the replacement item is in stock.

 

How to Initiate a Return: To initiate a return, please fill out our online Returns Form, which helps us process your request efficiently. Our customer service team is ready to assist you every step of the way.

 

Our Commitment to Fair Practice: We strive to be fair and transparent in our return practices, upholding the rights of our customers while also maintaining the integrity of our business operations.