Effective: 22/08/2023
Returns and Refund Policy:
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.
You have Thirty (30) days after receiving or picking up your order to return or exchange an item, provided that the merchandise is in its original state, i.e.unused and in its original, non-damaged, packaging with all the accessories, pieces and manuals included. You should raise a request via our chat or email to info@kitchenaltitude.org. We will raise a ticket in the backend typically within a day and work to resolve it.
Returns by mail
To return an item by mail, please contact Customer Service in one of the four (4) following ways:
- By Chat – Post your queries, and issues in the chat available on the website
- Contact Form – https://kitchenaltitude.org/contact-us/
- By email: info@kitchenaltitude.org
- By telephone:
A Customer Service Representative will contact you by Chat, telephone or email to advise you how to proceed. A ticket will be raised in the backend. Upon receipt of your shipment, we will process your return request within 2 to 5 business days and credit your account for the cost of the returned article according to the original method of payment. We will then notify you of the transaction by email or by telephone. We will then resolve the ticket in our backend. However, the initial handling costs (25% or $25 whichever is lesser) will not be reimbursed.
Please be sure to adequately package the item(s) you are returning in order to avoid any additional damage that would not be covered by our returns policy and product warranty
Please note:
- This policy does not apply to products that have been used.
- Shipping and handling costs are non-refundable. Only the cost of the item, including taxes, is refundable.
- For exchanges, the difference in price between the exchanged item and the replacement item will be paid by the customer.
- We assume no responsibility for loss, theft or damage incurred during a return of merchandise.
- For online purchases made using multiple payments (electronic gift card and credit card), we reserve the right to credit the entire value of the refund to the gift card used for the initial purchase.
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.
Canceling an order:
It is not possible to cancel your order once the transaction has been completed. You will have to return it to get a refund.
Returning a parcel sent to the wrong address
Our transporter will attempt to deliver all parcels. However, if it is unable to deliver a parcel, it will be returned to the sender’s address that appears on the shipping label.
In such cases, a customer service representative will contact you to ask whether you want to cancel or receive your order. We will verify your shipping information, and any reshipping costs will be billed to you.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
