RETURN & REFUND POLICY

At Kuchenware.my, we take pride in the exceptional craftsmanship and curation of our premium kitchenware. Every piece is thoroughly inspected before it leaves our facility. If your purchase does not fully meet your expectations, we are here to ensure a seamless resolution.

1. ELIGIBILITY FOR RETURNS

To maintain the highest standards of hygiene and luxury quality, items must meet the following criteria to qualify for a return:
  • Timeframe: You must initiate your return request within 3 days from the date of successful delivery.
  • Condition: Items must be completely unused, unwashed, and undamaged, remaining in their original condition.
  • Packaging: The product must be returned inside its original box, protective wrapping, and tags intact.
  • Exclusions: Customized items, engraved cookware, or clearance/sale items are strictly non-returnable unless they arrive damaged or defective.

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We understand that fine ceramics, crystal glass, and precision tableware are inherently fragile.
  • Reporting window: If your order arrives broken, chipped, defective, or incorrect, you must report it to our Concierge Team at hello@kuchenware.my within 72 hours of receiving the package.
  • Proof required: Please provide your Order Number alongside clear photos or a short video demonstrating the defect or transit damage.
  • Resolution: Upon verification, we will arrange a complimentary replacement or refund. We will bear all shipping costs incurred for replacing damaged or incorrect goods.

3. RETURN PROCESS

To initiate a return for a change of mind or alternative sizing:
  1. Contact our support team at hello@kuchenware.my with your order details.
  2. Once approved, securely package the items to prevent damage during transit. (Note: If an item is returned to us broken due to poor packaging by the customer, a refund cannot be issued).
  3. Ship the parcel back to our designated return center: No.32A Persiaran 118C, Desa Tun Razak 2, 56000 Kuala Lumpur.
Unless the item is defective or incorrect, the cost of return shipping is borne by the customer.

4. REFUND TIMELINE & METHOD

  • Inspection: Once your return is received at our facility, it will undergo a strict quality control inspection. This process typically takes 3 to 5 business days.
  • Approval Notice: We will notify you via email regarding the approval or rejection of your refund based on the item’s condition.
  • Processing: Approved refunds will be issued back to your original payment method (Credit/Debit Card, FPX, or E-wallet). Please allow 7 to 14 business days for the refund to reflect in your account, depending on your bank's processing times.

5. CONSUMER RIGHTS IN MALAYSIA

This policy operates in absolute compliance with the Consumer Protection Act 1999 and the Ministry of Domestic Trade and Cost of Living (KPDN) regulations. Your statutory rights regarding implied guarantees of acceptable quality and fitness for purpose are fully protected.