Shipping & Returns

General Terms:

Kitchen Appliances reserves the right to update the rules when necessary, and the updated version will be published www.kitchenappliances.com  with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Kitchen Appliances immediately. All buyers are deemed to accept the rules if they use the services provided by Kitchen Appliances. Kitchen Appliances's policy shall prevail.

1. Before an order is shipped out, the buyer can apply to cancel the order by contacting Kitchen Appliances.

2. For after-sales issues:

    a. Buyers should file a return & refund request within 25 days of delivery. 

    b. The period of Return & Refund request filed exceeds 30 days, Kitchen Appliances reserves the right not to provide any after-sales service.

    c.  Buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Kitchen Appliances shall provide a prepaid return label within 3 business days. 

    d. Kitchen Appliances will refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.

    e. Kitchen Appliances cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Kitchen Appliances has the right to cancel and refund the order.

     f. Kitchen Appliances must process a refund not more than 3 business days, or redelivery not more than 5 business days

     g. Kitchen Appliances shall not accept after-sale requests for "non-defective remorse returns". 

      h. Once the buyer submits the after-sales request, the buyer needs to provide evidence to Kitchen Appliances showing the reason for the request. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Kitchen Appliances has the right to reject the return and refund request.

Note: 

Whether the evidence is compelling or not will ultimately be determined by Kitchen Appliances.

4. Refund Request

    a. The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

    b. Return & Refund Types

        1) Unshipped Orders  

            a) The Return & Refund request is made after the stated processing time. Kitchen Appliances will refund the order. 

            b) The Return & Refund request is made within the stated processing time. Kitchen Appliances has 3 business days to process the request after the buyer submits it. If Kitchen Appliances fails to process (accept or reject) the refund request within 3 business days, Kitchen Appliances will refund the order.

            c)  Kitchen Appliances cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by approved logistics companies.

Note: 

Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.

         2) Shipped Orders

The Return & Refund request is made after the order has shipped. Kitchen Appliances has 10 business days to process the request after the buyer submits it.  If Kitchen Appliances fails to process (accept or reject) the refund request within 10 business days, Kitchen Appliances will refund the order.

         3) Goods Returned in Transit

If the package is sent back to Kitchen Appliances during transit for any reason, and the buyer applies for a refund, Kitchen Appliances should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Kitchen Appliances should begin redelivery within 5 business days of the request date.

          4) Goods Destroyed in Transit

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Kitchen Appliances should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.

              a) Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

              b) Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

              c) The products need to be returned to drop shopper, if our Dispute Team asks for a return in Disputes.

           5) Orders Delayed

                a) Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Kitchen Appliances warehouse. 

                 b) Following countries and shipping methods may be different:

                     aa. For orders shipped to the USA, it will be counted 45 days after orders departed from the international warehouse.

                     bb. For Brazil, it is after 110 days counting from the date that the order departed from the Brazilian warehouse due to the strict customs clearance at Brazil.

                     cc. PRODUCTS from all counties, Kitchen Appliances will deal with your dispute for delayed orders after 100 days counting from the date that order departed from international warehouse.

                     dd. For special shipping methods, Kitchen Appliances cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Kitchen Appliances will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.

          6) Orders not Received.

               a) Kitchen Appliances will not deal with the refund or resend if the tracking information shows the order is delivered.

               b) If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

               c) Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

                   aa. Incorrect/insufficient address.

                   bb. No such number.

                   cc. Unknown recipient.

                   dd. Refused.

                   ee. Do not pick up in time.

                   ff. No safe delivery location.

                  gg. Uncleared customs.

                  hh. Others.

Notes:

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, or logistics company. During the return, Kitchen Appliances takes no responsibility if products have been lost.

             7) Products Damaged

                 a) Kitchen Appliances offers a full refund or a replacement if products arrived damaged.

                 b) For fragile products, a refund is highly recommended.

              8) Incorrect or Missing Products.

Kitchen Appliances has a strict quality control process before products are dispatched. Kitchen Appliances will deal with incorrect or missing products as follows:

                  a) For incorrect products, Kitchen Appliances offers a full refund or replacement.

                  b) For products with wrong color, size which doesn't affect product function, etc., Kitchen Appliances offers a refund or resend if you provide a screenshot of your complaint including name, content and date.

                  c) For parts missing which don't affect product function, Kitchen Appliances may refund partially or resend the missing part; for parts missing which affect product function, Kitchen Appliances will resend the product only.

                  d) For accessories, Kitchen Appliances will resend the accessories.

Notes:

For size problems, the buy needs to measure the product according to the correct measurement method as identified on the product and provide a photo of measurement. Then, our dispute team will deal with your dispute.

             9) Orders Cancellation.

                  a) Kitchen Appliances offers a full refund before products are processed by warehouses.

                  b) After payment, POD orders cannot be canceled as it is customized.

                  c) After payment, pre order inventory orders cannot be canceled as they are special products and only available for you.

             10) Wrong Receipt Information

If the buyer puts wrong receipt information on an order, the buyer should contact Kitchen Appliances via "contact-us page" to request Kitchen Appliances to update the order with the correct receipt information.

Note: 

1. The receipt information correction or order cancellation are not guaranteed.

2. If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.

3. If the order cannot be corrected or returned, the buyer will bear the losses.

               11) Defective Products

                     a) If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). 

                      b) After the buyer files a request to Kitchen Appliances, Kitchen Appliances should check the proof and give a response within 3 business days.

                      c) If the buyer's proof shows a problem clearly after being checked by the Kitchen Appliances, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, Kitchen Appliances should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website, searched by tracking number the buyer uploaded within 3 business days. If the goods needn't be returned, Kitchen Appliances should refund the order within 3 business days of the refund request.

                       d) If proof is valid, and buyer requests redelivery, Kitchen Appliances should redelivery within 5 business days of proof approval. 

                        e) If the proof checked by Kitchen Appliances is not showing the problem clearly  the proof is deemed invalid. Kitchen Appliances has the right to reject the buyer's refund request.

5. Logistics Issues

    a. Invalid tracking information

If  Kitchen Appliances verifies the tracking number is wrong, and Kitchen Appliances fails to provide the correct one within 4 business days, Kitchen Appliances will refund the order.

    c. Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and Kitchen Appliances fails to provide any valid tracking updated info, the buyer may apply for a refund.  

Note: 

This clause is not applicable for special time/periods such as holidays, abnormal weather, or other abnormal situations

6. Shipping Method Limits

Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Kitchen Appliances lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.

Notes:

When choosing certain shipping methods, the remote addresses will be charged additional cost.

 7. Destination Limits

Due to limited international transportation,  Kitchen Appliances will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan  Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

8. Return of products from China

     a. If you indeed want to return the products, please contact Kitchen Appliances via the "contact-us page" and someone will respond to you within 1 to 5 business days. 

Note:

Products can be returned to Doba warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at the Doba China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

b. Please return products within 10 days after receiving products and after speaking with someone at Kitchen Appliances 

9. Deadline to Open Dispute

    a. You cannot open a dispute if the order status is closed. 

    b. Your dispute cannot be resolved when tracking information from a third party is untraceable

10. Unacceptable Disputes

Kitchen Appliances shall not accept any unreasonable disputes, including but not limited to:

    a. The buyer does not like it.

    b. The product description is not real.

    c. Products smell unusual.

    d. The buyer ordered the wrong items or SKU.

    e. The shipping address was provided incorrectly.

    f. Product difference was negotiated in advance.

    g. Tracking information deleted by logistics companies or local post offices.

    h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

11. Other

When encountering holidays, abnormal weather, or other abnormal situations, the buyer shall contact us through the "contact-us page".

 Kitchen Appliances will try its best to assist buyers in these special circumstances in a timely manner. After notifying Kitchen Appliances, Buyers should expect a decision from Kitchen Appliances on these types of issues no later than two weeks.

 Kitchen Appliances takes no responsibility for any product damage or shipping delay caused by the following:

a. epidemic situation

b. international situation

c. strike

d. war

e. customs inspection

f. act of god, including but not limited to: earthquake, flood, sever storm, heavy snow. 

Kitchen Appliances will notify you by Kitchen Appliances Chat, Skype, Email, Line, WhatsApp etc.

Attention

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the may open a dispute with Kitchen Appliances through the "contact-us page" to help deal with the after-sale issues.