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Refund and Returns Policy
Effective Date: May 1, 2026
This Refund and Returns Policy (“Policy”) governs all returns and refunds for products purchased from Kitchennetch j.d.o.o. (“we,” “us,” “our,” or “Company”) via our website at www.kitchennetch.com (the “Site”).
Our customer service contact details are:
- Company Name: Kitchennetch j.d.o.o.
- Website: www.kitchennetch.com
- Email: emberwhisp@kitchennetch.com
- Address: Varaždin, Hercegovačka ulica 6
- Phone: +57 322 236 5985
This Policy is an integral part of our Terms and Conditions. Please read it carefully before making a purchase. By placing an order on our Site, you acknowledge and agree to the terms outlined below.
Our Commitment to Quality & Satisfaction
At Kitchennetch j.d.o.o., our mission is to “Chop, Cook, Create” by providing innovative kitchen gadgets that “turn tedious prep into culinary joy.” We stand behind the quality and performance of every product we sell. This Policy is designed to provide a clear, fair, and transparent process for resolving any situation where a product does not meet your expectations.
Fundamental Policy Principle: No Refunds Without Return. We emphasize that we do not offer “refund-only” resolutions. A physical return of the item in question is a mandatory prerequisite for the initiation of any refund process (except as explicitly stated for defective items replaced under warranty).
1. Returns Eligibility & Conditions
To be eligible for a return, the following conditions must be met:
- Timeframe: You have 30 calendar days from the date you received the item to initiate a return request.
- Proof of Purchase: A valid order number or receipt is required.
- Item Condition: The item must be unused, in its original condition, and in the original packaging with all accessories, manuals, and protective materials included. All tags and labels must be intact.
- Non-Returnable Items:
- Gift cards.
- Perishable goods (e.g., food items, if offered).
- Personalized or custom-made products.
- Items marked as “Final Sale” or “Non-Returnable” on the product page.
- Initiation Required: A return is not automatic. You must contact our customer service team via email at emberwhisp@kitchennetch.com to initiate the process and receive a Return Merchandise Authorization (RMA) number. Returns shipped without an RMA number will not be accepted.
2. Return Process (Step-by-Step)
- Contact Us: Within 30 days of delivery, email us at emberwhisp@kitchennetch.com with your order number, the product name(s) you wish to return, and the reason for the return.
- Receive Instructions & RMA: We will review your request and, if eligible, provide you with an RMA number and detailed return shipping instructions. Do not ship the item back without these instructions.
- Pack the Item Securely: Carefully pack the item in its original packaging, including all parts and documentation. Include a copy of your invoice/packing slip and write the provided RMA number clearly on the outside of the box.
- Ship the Return: Send your return parcel to the address we provide. You are responsible for the cost and risk of return shipping unless the return is due to our error (e.g., wrong item shipped) or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance.
- Inspection & Processing: Once we receive your return, our quality team will inspect it to ensure it meets the condition requirements listed in Section 1. This process typically takes 3-5 business days from receipt.
3. Refund Policy (After Return is Approved)
Please note our strict policy: refunds are issued only after the returned item has been received and passed our inspection. We do not process refunds before receiving the return (“refund-only” is not permitted).
- Timing: Upon successful inspection, we will process your refund within 10 business days. The refund will be issued to your original method of payment.
- Deductions:
- Original shipping charges are non-refundable.
- Return shipping costs are the customer’s responsibility and will not be refunded unless the return is due to our error.
- A restocking fee of 15% may be deducted from the refund if the item is returned opened, used, or missing any components, but is otherwise functional and undamaged.
- Credit Appears: Depending on your payment provider’s policies, it may take an additional 5-10 business days for the refunded amount to be posted to your account.
4. Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different one, you must follow the standard return process to receive a refund. Once the refund is processed, you can place a new order for the desired item on our Site. This ensures a clear and efficient transaction for both parties.
5. Damaged, Defective, or Incorrect Items
We take great care in preparing orders, but issues can occur. If you receive an item that is:
- Damaged during shipping,
- Defective (non-functional or materially flawed), or
- Incorrect (not what you ordered),
please contact us within 7 days of delivery at emberwhisp@kitchennetch.com with your order number and clear photos/video showing the issue. In such cases, we will provide a prepaid return shipping label at our cost.
Once the defective/incorrect item is received, we will, at our discretion:
- Replace it with a new, identical item at no extra cost, or
- Issue a full refund (including original shipping charges) if a replacement is not available.
For defective items replaced under our warranty, the “no refund without return” principle still applies to the faulty unit.
6. Late or Missing Refunds
If you have not received your refund within the stated timeframe:
- Check your bank account again.
- Contact your credit card company or payment provider; it may take some time before the refund is officially posted.
- If after these steps you still have not received your refund, contact us at emberwhisp@kitchennetch.com.
7. Contact Us
For any questions regarding this Refund and Returns Policy, your return, or any order-related issue, please contact our dedicated support team. We are here to help you “cook smarter” and ensure a positive experience.
Kitchennetch j.d.o.o.
Email: emberwhisp@kitchennetch.com (Preferred)
Phone: +57 322 236 5985
Address: Varaždin, Hercegovačka ulica 6
Website: www.kitchennetch.com
This Refund and Returns Policy is subject to change. The version effective at the time of your purchase governs your transaction. Please check this page for the most current information.