We may provide returns and refunds depending on your situation. It's always best to reach out to get our advice. Our main process is a change of mind request.
To start a return, you can contact us at support@kitchenalliance.com.au.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@kitchenalliance.com.au.
Change of Mind Policy
We offer a 14-day change of mind return policy from the date you receive your order. Products must remain unopened and in their original packaging. When requesting a return, you must provide photos or videos showing the product's condition.
For approved returns, please note that customers are responsible for return shipping costs and a 10% restocking fee applies. Your refund will be processed once we receive and inspect the returned item at our warehouse.
If a delivery is returned to us as unclaimed, it will be processed as a change of mind return under these same conditions.
Please keep all items and original packaging until your return is approved. Contact our customer service team within 14 days of delivery to initiate your return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For items that arrive damaged or faulty, we will cover the return shipping costs and provide a repair, replacement, or refund depending on the nature of the issue
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards. Furthermore we cannot return already opened products
Consumer Guarantees
In addition to our voluntary return policy, under Australian Consumer Law, you have consumer guarantees which cannot be excluded. For major failures with a product, you are entitled to a replacement or refund. For minor failures, we will repair the product within a reasonable time (or provide a replacement if we can't repair it). These consumer rights exist regardless of our store policy.
Product Information and Specifications
Our product descriptions and specifications are designed to provide clear and accurate information about our products. By making a purchase, you acknowledge that you have read and understood the product information provided on our website.
Returns or refunds will not be accepted for issues that arise from not following clearly stated product information, specifications, or usage instructions that were prominently displayed on the product page at the time of purchase.
It is the customer's responsibility to review all product information before making a purchase to ensure the product meets their specific needs and requirements. If you have questions about a product's features or limitations before purchasing, please contact our customer service team for clarification.
Exchanges
We don't offer direct product exchanges due to varying price points across our product range. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@kitchenalliance.com.au.
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