Return Policy

Welcome to KW Commercial Kitchen! We are dedicated to ensuring your complete satisfaction with every purchase. Our return policy is designed to be transparent, fair, and customer-friendly, aligning with Australian Consumer Law and Google Merchant Center standards.

30-Day Hassle-Free Returns

We offer a 30-day return policy from the date of delivery on eligible commercial kitchen equipment. If you’re not entirely satisfied with your purchase, you can return the item under the following conditions:

Conditions for Return

  • Original Condition: Items must be unused, in their original packaging, and in a resalable condition.
  • Proof of Purchase: A valid receipt or proof of purchase is required for all returns.
  • Exclusions: Custom-made, special orders, and clearance items may not be eligible for return unless faulty. Please see our FAQ page for more details on specific product exclusions.

How to Initiate a Return

  1. Contact Us: Reach out to our customer service team via our Contact Us page to obtain a Return Authorization Number (RAN).
  2. Prepare Your Item: Securely pack the item in its original packaging, including all accessories, manuals, and documentation.
  3. Ship the Item: Send the package to the address provided by our customer service team. We recommend using a trackable shipping service for restaurant equipment returns.

Return Shipping Costs

  • Faulty or Misdescribed Items: If the item is faulty or not as described, we will cover the return shipping costs.
  • Change of Mind or Incorrect Purchase: For returns due to a change of mind or incorrect purchase, the customer is responsible for return shipping costs.

Restocking Fee

Restocking Fee: A restocking fee of up to 15% may apply for returns due to a change of mind or incorrect purchase. This fee covers warehouse labor and administrative costs.

No restocking fee will be charged for faulty items or those not as described.

Refund Process

  • Inspection: Upon receiving your returned item, we will inspect it to ensure it meets our return conditions.
  • Processing Time: Refunds are processed within 5 business days after inspection.
  • Refund Method: Refunds will be issued to the original payment method unless otherwise agreed upon.

Exchanges

If you’d like to exchange an item for another product, please contact our customer support team to confirm availability. Exchanges are processed once the original item has been received and inspected.

Your Rights Under Australian Consumer Law

Our return policy is in accordance with Australian Consumer Law. This means that you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For more information on your rights as a consumer, please visit the Australian Competition & Consumer Commission (ACCC) website.

Exceptions and Special Conditions

While we strive to make our return process as smooth as possible, there may be exceptions or special conditions that apply to certain returns. These may include:

  • Non-Returnable Items: Custom-made products, special orders, and clearance items are generally non-returnable unless faulty.
  • Unreasonable Returns: We reserve the right to refuse returns that do not comply with our policy or are deemed unreasonable.
  • Supplier Restocking Fees: In some cases, suppliers may impose additional restocking fees, which may be passed on to the customer.

In these situations, our customer support team will work with you to find the best possible solution.

Our Commitment to You

We strive to provide a seamless and satisfactory shopping experience. Your trust is important to us, and we are committed to fair and transparent practices. If you have any questions or need assistance with our cafe kitchen equipment return policy, please don’t hesitate to contact our friendly customer support team.

Note: This return policy is subject to change without prior notice. Please review this page periodically for updates.