Return and Refund Policy

Last Updated: 26 October 2026

At our store, customer satisfaction is important to us. We want you to enjoy shopping for kitchen accessories and everyday essentials with confidence. This Return and Refund Policy explains how we handle returns, exchanges, refunds, damaged products and incorrect orders.

This policy applies to purchases made through our online store and is subject to applicable South African consumer protection laws.

1. Returns and Eligibility

If you are not satisfied with your purchase, please contact our customer support team to discuss your return request.

To help us process your request, please ensure that:

• You provide your order number and proof of purchase.

• The product is clearly identified.

• You explain the reason for requesting a return.

• You provide photographs if the product is damaged, defective or incorrect.

For change-of-mind returns, products should generally be unused, undamaged and returned with their original packaging and accessories.

Important: Change-of-mind returns may be subject to applicable legal requirements and our assessment of the product's condition. Nothing in this policy limits any rights you may have under South African consumer protection law.

2. Damaged, Defective or Incorrect Items

We want every order to arrive in good condition and match what you purchased.

If you receive a damaged, defective or incorrect item, please contact us as soon as reasonably possible after delivery.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs or a video showing the problem, where possible.

We will assess the issue and explain the available resolution in accordance with applicable law. Depending on the circumstances, this may include a repair, replacement or refund.

You will not be expected to pay costs that the law requires us to cover when resolving a valid product complaint.

3. Refunds

Approved refunds will be processed using the original payment method wherever reasonably possible.

Once your refund has been approved, we will arrange processing and notify you.

The time it takes for the funds to reflect in your account may depend on your payment provider or bank.

Where a refund is required by law, we will honour your applicable rights and will not impose conditions that unlawfully restrict them.

4. Exchanges

If you receive an incorrect, damaged or defective product, please contact our support team so we can assess the appropriate solution.

Exchanges for reasons such as choosing the wrong product or changing your mind are subject to product availability, applicable law and our return arrangements.

5. Kitchen Accessories and Hygiene

Certain kitchen accessories come into direct contact with food or are intended for personal or food-preparation use.

For hygiene and safety reasons, we may restrict change-of-mind returns of products that have been used, opened from protective or hygienic packaging, or cannot reasonably be resold hygienically.

However, these restrictions do not remove your legal rights if an item is defective, unsafe, damaged, incorrectly supplied or otherwise qualifies for a remedy under applicable consumer protection law.

Please contact us if you are unsure whether your item qualifies for a return.

6. Items That May Not Qualify for Change-of-Mind Returns

Subject to applicable law, the following may not qualify for change-of-mind returns:

• Used kitchen utensils and food-preparation tools.

• Products with removed hygiene seals or protective packaging where this affects hygienic resale.

• Products damaged through misuse, improper handling or failure to follow the supplied instructions.

• Products returned without essential components or accessories.

These restrictions do not apply where they would unlawfully limit your rights concerning defective goods or other circumstances protected by law.

7. Return Shipping

Please contact us before sending a product back so we can provide the appropriate return instructions.

For change-of-mind returns, the customer may be responsible for reasonable return shipping costs where permitted by law and disclosed appropriately.

For damaged, defective, incorrectly supplied or other qualifying products, we will handle return shipping in accordance with applicable legal requirements.

Please do not send products to an address that has not been confirmed by our support team.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will advise whether cancellation is possible.

If the order has already been dispatched, cancellation may no longer be possible, and the applicable return process may need to be followed.

Your statutory cancellation rights, where applicable, remain unaffected.

9. How to Request a Return or Refund

To start a return or refund request, contact our customer support team with the following information:

• Full name used for the order.

• Order number.

• Product name.

• Reason for the request.

• Photographs or other supporting information, if relevant.

Customer Support Email: sales@kitchennest.co.za

Our team will review your request and guide you through the next steps.

10. Our Commitment to Customers

We aim to handle every return and refund request fairly, professionally and in accordance with South African consumer protection law.

If a product does not meet the standards required by law, we will work with you to resolve the issue appropriately.

Thank you for shopping with us. We appreciate your support and look forward to serving you again!