Returns and Refunds Policy
This Returns and Refund Policy outlines the terms and conditions for returning or exchanging products purchased from Kitchenwaredd. By placing an order, you agree to abide by the rules and procedures outlined in this Policy. This Policy applies only to products purchased directly through our website and is subject to our terms and conditions, as well as other applicable policies.
1. Eligible Returns and Refunds
We only accept returns and offer refunds/exchanges in the following situations:
Product Defect or Damage: The product arrives with a manufacturing defect (e.g., cracked ceramic, faulty oven parts, broken handle) or is damaged during shipping (e.g., dented cookware, broken dishes).
Incorrect Product Shipment: The product you receive does not match your order (e.g., incorrect size, color, model, or item).
Functional Malfunction: The product does not function as described when used according to the instructions (e.g., non-stick coating peeling off, oven not heating, cookware incompatible with the specified stovetop).
Unwanted Products: Unused, unopened products that you wish to return within 30 days (subject to the following return conditions).
2. Return Policy and Non-Returnable Items
Return Policy
To return, refund, or exchange an item, it must meet the following conditions:
The item must be returned within 30 calendar days of receipt.
The item must be unused, unaltered, and in its original condition (free from scratches, stains, or abrasions).
All original packaging, labels, instructions, accessories, and parts must be complete (e.g., lids, cookware handles, original box).
You must provide valid proof of purchase (order number, receipt, or order confirmation email).
If there is a defect/damage, please provide clear photos/videos of the problem (submitted with the return request).
Non-Returnable Items
The following items are non-returnable, non-refundable, and non-exchangeable under any circumstances:
Used, damaged, or altered items (unless the damage/defect is due to manufacturing or shipping).
Customized or personalized items (e.g., engraved items, kitchenware, custom floral designs).
Products without original packaging, labels, or accessories.
Clearance or final sale items (marked "Final Sale" on the product page).
Consumables (if applicable) or expired products.
"Golden Resin Deer Lamp" (explicitly excluded from returns according to special instructions).
3. Return/Exchange Deadline
All return/exchange requests must be submitted within 30 calendar days of the receipt date (based on carrier delivery confirmation). Requests submitted after this period will be automatically rejected. We recommend initiating the return process immediately upon discovering the problem to ensure the return is completed within the stipulated time.
4. Detailed Return Process
Please follow these steps to initiate and complete a return:
Submit a Return Request: Please contact our customer service team within 30 days of receipt via email (connettkraig0@gmail.com) . Please provide your order number, product name, reason for return, and photos/videos (for defective/damaged items).
Obtain Return Authorization: Our team will review your application within 1-2 business days. If approved, we will send you a Return Authorization Number (RAN) and instructions on obtaining a dedicated return address (Note: The return address is not our company address—do not send items to the company address listed on the "Contact Us" page).
Properly Pack Your Item: Wrap your item with protective materials (bubble wrap, foam) to prevent damage during shipping. Please include the Return Authorization Number (print it out and place it inside the package or attach it to the outer box) and a copy of your proof of purchase.
Send Your Return: Send your package to the provided return address using a trackable shipping method. We recommend that you purchase insurance for valuable items, as we are not responsible for returns lost, stolen, or damaged during transit.
Notify Customer Service: After sending your package, please email our team the return tracking number and carrier information. This will help us track your return and expedite processing.
5. Detailed Refund Process
Refunds will only be processed after we receive and inspect your returned items:
Warehouse Inspection: Upon receiving your return, our team will inspect the item within 3-5 business days to confirm it meets the return criteria.
Refund Approval: If the inspection confirms the item meets the return criteria, we will approve the refund within 1 business day. You will receive a "Refund Approval" email containing details (refund amount, processing time).
Refund Processing:We will initiate the refund process within 5 business days of approval. The refund will be returned to your original payment method (PayPal account, linked credit/debit card, or bank account).
Refund Time:
PayPal Balance Refund: 1-3 business days.
Note: Actual refund arrival time may vary depending on your financial institution's processing policy—we are not responsible for delays caused by third-party banks/issuing institutions.
Refund Amount: Eligible refunds include the full purchase price of the item. Shipping costs are non-refundable unless the return is due to our error (e.g., wrong item sent, defective item).
6. Detailed Exchange Process
If you wish to exchange an eligible item for a different size, color, model, or product:
Submit an Exchange Request: Follow steps 1-2 of the return process (please indicate "exchange" in the reason for your request). Please specify the replacement product you require (size, color, model, etc.).
Return the Original Item: Please send the original item along with the Return Authorization Code (RAN) to the provided return address (see steps 3-4 of the return process).
Inspection and Replacement: After receiving and inspecting the original item (3-5 business days), we will confirm its eligibility for exchange. If approved, we will process your exchange order within 2 business days (depending on product stock).
Exchange Shipping: The new item will be shipped to your original address via standard shipping (free shipping for exchanges due to our error; non-essential exchanges incur shipping costs – see Section 7 for details).
Out of Stock or Discontinued: If the item you require for exchange is out of stock or discontinued, we will notify you and provide a full refund or a replacement of equal value.
7. Return and Exchange Costs
Return and exchange shipping costs depend on the reason for the return/exchange:
Our Error (Defective Product, Damaged Product, Wrong Item Shipped): We will cover all return and exchange shipping costs. We will provide a prepaid shipping label for returns, and the exchanged item (for non-essential exchanges) will be shipped free of charge.
Return Rejected: If your return request is rejected (e.g., the item does not meet return conditions, packaging is missing), we will send the item back to you at your own expense. We will notify you of the return shipping costs, which you must pay before the item is shipped.
8. Order Cancellation
Order cancellation is subject to the following rules:
Before Shipment: If you wish to cancel your order before it ships, please contact our customer service team immediately. We will issue a full refund within 5 business days, without any additional fees.
After Shipment: Once an order has been shipped, it cannot be cancelled. You must return the item according to the return process described in Part 4 (subject to return conditions and time limits).
Custom/Personalized Items: Orders for customized items cannot be cancelled once production has begun (we will notify you when production begins).
9. Contact Us
For any questions, concerns, or assistance regarding returns, refunds, or exchanges, please contact our customer service team:
Company: Guangzhou Yinchan Tao Trading Co., Ltd.
Address: Room 503, No. 2, Lane 1, Nansheng Zhijie Street, Hengjiao, Baiyun District, Guangzhou City
Email: support@Kitchenwaredd.com
Phone: +1 323 641 2842
Note：
Return Address: Please contact customer service for the return address
Open: 9:00 AM – Close: 18:00 PM (Mon-Fri),Saturday – Sunday: Close