KITCHEN THINGS

Refund and Returns Policy

‌Effective Date: 26 September 2026‌

Welcome to the official returns and refund policy of KITCHEN THINGS NZ LIMITED, the operator of website www.kitchenthingsnz.com. This policy clearly outlines all rules and processes applicable when you request to return the kitchen textile products you purchased from our platform, including dish rags, place mats, oven mitts, tablecloths and other related kitchen cleaning essentials. Our priority is to deliver high-quality, well-made kitchen textiles that meet your daily usage needs, and all our return and resolution arrangements are designed to protect the legitimate rights of both our customers and our business, while complying with New Zealand Consumer Guarantees Act 1993 and all applicable local e-commerce trade regulations. You can reach our dedicated customer support team via email at synte@kitchenthingsnz.com, phone at +64 9 525 1199, or send physical correspondence to our registered address at 390C Church Street, Penrose, Auckland 1061, New Zealand for any policy-related enquiries.

1. Core Non-Negotiable Rule: No “Refund Only” Requests Are Accepted

We explicitly state at the very beginning that we do not accept any pure “refund only” requests under any normal circumstances. All valid, eligible claims that meet the conditions listed in this policy can only be resolved through the full product return process, and we will never issue a full or partial monetary refund to you without you sending back the relevant purchased item to our designated return address for inspection first. This rule is implemented fairly for all users, to eliminate unjustified fraudulent claims, ensure we can properly verify the product condition, and maintain the stable operation of our brand that provides cost-effective kitchen textile goods for all our customers. No request for keeping the product and receiving a direct refund will be approved by our support team, under normal scenarios.

2. Eligibility for Return Submission

To submit a valid return request, you need to meet all the following requirements:

  1. Your return application must be submitted within 30 calendar days counting from the exact date that you signed for and received your ordered kitchen textile product. Any request submitted after this 30-day window will not be processed, unless the product you received has hidden manufacturing defects that could not be identified through normal surface inspection on the day of delivery.
  2. The product you intend to return must be in its original unused, unwashed, undamaged condition, with all original packaging, labels and attached accessories intact. Products that have been used for kitchen cleaning, washed in laundry machines, stained by food or grease, or damaged due to improper daily operation by the user will not be eligible for return.
  3. You must provide valid proof of purchase related to the order, including the corresponding order number we issued to you when you placed the purchase, to help our customer service team quickly locate your transaction record and verify your identity as the legitimate order holder.
  4. Customized personalized products that you specially requested to modify according to your unique requirements are not eligible for return, unless the customized final product we delivered has serious manufacturing errors that completely deviate from the specifications you confirmed in advance.

3. Step-by-Step Return Process

  1. ‌Submit Return Application‌: Before sending back any product, you first need to contact our customer support team, clearly state the specific reason for your return, and provide clear photos or short video clips that show the current condition of the product. Our support team will review your application and reply with approval or feedback within 2 working days.
  2. ‌Ship The Product Back‌: Once your return application is approved, our support team will send you the detailed designated return address. You will be responsible for covering the full cost of the return shipping fee yourself, unless the product we delivered has confirmed manufacturing defects, or we sent you the wrong item that does not match your original order. We recommend you use a tracked courier service for the return shipment, to ensure the parcel can be traced all the way to our warehouse.
  3. ‌Product Inspection Process‌: After our warehouse team receives your returned parcel, we will conduct a full, careful inspection of the product within 3 working days, to verify that the product meets the return eligibility requirements listed in this policy.
  4. ‌Post-Inspection Resolution‌: After we confirm the returned item passes the inspection, you will be given two optional solutions as the only available eligible arrangements: you can choose to exchange the item for a brand new identical product of the same SKU, or you can select store credit of equal value to the original product amount that can be used for your future purchases on www.kitchenthingsnz.com. Under no circumstances will we process a direct monetary refund to your original payment account without the full product return and inspection process.
  5. ‌Special Defect Handling‌: If the returned product is confirmed to have unforeseen manufacturing quality issues that affect normal usage, we will cover the return shipping cost, and offer you a free replacement product or corresponding store credit, at no extra cost to you.

4. Items Not Eligible for Return

The following categories of items are not allowed to be submitted for return requests at any time, to comply with public health and hygiene requirements:

  • Opened and used dish rags, cleaning cloths, and other direct contact kitchen cleaning products that have already made contact with food or kitchen surfaces
  • Clearance sale items marked as “final sale” on our product page during promotional events
  • Products damaged by improper misuse, accidental scratches, or exposure to extreme heat sources that exceed the product’s official rated temperature range after delivery

5. Contact For Queries

If you have any questions, concerns or need clarification on any clause of this Refund and Returns Policy, please do not hesitate to reach out to our team anytime. We will respond to your enquiry promptly, within no more than 2 working days after receiving your message.
Contact Information:

  • Registered Entity: KITCHEN THINGS NZ LIMITED
  • Physical Address: 390C Church Street, Penrose, Auckland 1061, New Zealand
  • Phone Number: +64 9 525 1199
  • Official Email: synte@kitchenthingsnz.com