Returns Information
At Kitchen Express Australia (KE), We're always here to help you if you have any issue with a product.
If you are experiencing an issue with your product, please visit our Help Centre or fill out our Service Request Form for any warranty claims or service calls.
When can I return or exchange a product?
📝 Return Requests: All return requests are subject to approval from the brand manufacturers after submitting a Return Merchandise Authorization form.
📦 Damaged Goods: If any items arrive damaged, please let us know within 24 hours. Our Support Team will discuss options to resolve the issue. We'll typically arrange a return for replacement or refund through the manufacturer or provide a replacement part if the damage is minor. Please do not assemble, install or use any damaged goods.
❗ Change of Mind: Please choose carefully, as refunds aren't usually provided for simple changes of mind, wrong selections, or finding goods at a lower price elsewhere. Double-check your choices before adding them to your cart!
🏬 Wrong Product: If you receive the wrong product from Kitchen Express, the item will be replaced at our cost. Please contact our support team.
💻 Incorrect Information: If we have an incorrect product description, photos or information on our website that lead to the incorrect purchase, Kitchen Express will cover the costs associated with returning the item.
📏 Size Exchange: If a product doesn't fit your space, reach out to our support team at support@kitchenexpress.com.au within 2 days of receiving the goods. We'll do our best to help, but please note that size exchanges may not always be accepted by the brand manufacturer if you made the wrong selection.
⚠️ Keep in Mind:
- Returns won't be accepted if original packaging isn't intact or missing.
- Returns won't be accepted if products have been assembled/installed/used
- Returned items will generally be subject to a 30% restocking fee.
- Returned items' original delivery charges will be deducted from any refunds.
- All returns require approval on a case-by-case basis.
📷 Exchange Process: To make the process smooth, have pictures of the goods ready for assessment. Email images directly to our support team.
⏳ Please wait for instructions from our customer service team before returning any products.
Nothing in these returns conditions limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law (“ACL“) (or any liability under them) which by law may not be limited or excluded.
Returns Fees:
We hate having to charge fees for returns as much as you hate having to pay for them. However we understand that from time to time, returns are inevitable and unfortunately there are costs associated with returning large items to warehouses.
Most of the products sold on Kitchen Express are not small and easy to put back on the shelf, as if they were purchased from a large department store. When items have to be returned to their warehouses, many people have to become involved to facilitate the return. This is why suppliers charge restocking fees and/or return shipping fees.
The following list is a guide only of typical fees charged for returns, which are incurred if you decide to return an item after it has been dispatched. Actual fees will be determined at the time of the return request:
- Original delivery costs incurred by KE will not be refunded
- Return delivery fees may be charged
- Re-delivery fees may be charged if you change the delivery address after dispatch
- Restocking fees will be 20% - 30% depending on the brand/supplier