Policy

At KitchUp, our goal is to offer you innovative products that simplify your daily life. If, for any reason, you are not completely satisfied with your purchase, we are here to help.

1. Right of Withdrawal (14 days)

In accordance with current legislation, you have a period of 14 days from the date of receipt of your package to request a return and refund for your product. If this 14-day period is exceeded, we unfortunately can no longer offer you a refund or exchange.

2. Mandatory Return Conditions

To be eligible for a return, your item must be in the same condition that you received it.

⚠️ Product Condition: The product must not be broken, damaged, or worn. It must be returned clean, unused, and functional.

📦 Packaging: The item must be returned in its original packaging, accompanied by all its accessories, instructions, and the assembly kit (if applicable).

Any product returned incomplete, damaged, soiled, or customer-damaged will not be refunded.

3. Return Procedure: How to do it?

The process is simple and hassle-free. Do not return the package to the sender's address without contacting us first.

  1. Contact us by e-mail: Send your request to the following address: mykitchup@protonmail.com. Please include your order number and the reason for the return (a photo of the item may be requested).
  2. Obtain the return label: Once your request has been validated by our team, we will provide you with an official return label containing the exact address of the return processing center.
  3. Shipping: Print the label, place it on your package, and drop it off at the post office or designated relay point.

4. Return Shipping Costs

Shipping costs related to the return of your item are the responsibility of the customer (unless the product received was defective or damaged upon arrival, in which case our support will cover the costs).

Initial shipping costs are not refundable.

5. Refund Process

Once your return package has been received and inspected by our services:

  • We will send you an e-mail to confirm receipt of the item and inform you of the approval or rejection of your refund (depending on the product's condition).
  • If your request is approved, your refund will be processed automatically. The amount will be credited to your credit card or original payment method (Shopify/Stripe/PayPal) within 5 to 10 business days, depending on your bank's processing times.

6. Customer Service

For any questions regarding your return, our team is at your disposal at: mykitchup@protonmail.com.