1. RETURN & REFUND POLICY (14-DAY GUARANTEE)

At KitchUp, we want you to shop with complete confidence. If a product does not fully meet your expectations, our return policy is clear, transparent, and compliant with applicable consumer laws.

Strict 14-Day Return Period

You have 14 calendar days to return your product.

This 14-day period begins on the day your package is delivered, as confirmed by the carrier's delivery date.

⚠️ Please note: After this strict 14-day period has expired, we will no longer be able to accept any return, exchange, or refund request, regardless of the reason.

Return Eligibility Requirements

To qualify for a refund, the returned item must meet all of the following conditions:

• Like-new condition: The product must not be broken, damaged, cracked, or excessively worn. It must be returned clean (free of food residue, limescale, dust, or stains) and in perfect working condition.
• Complete original packaging: The product must be returned in its original box or packaging. All included accessories, user manuals, screws, fittings, and installation kits must be enclosed.

Any item returned incomplete, dirty, used, or damaged due to customer handling will not be eligible for a refund and may be returned to the customer at their expense.

Return Procedure

To ensure your request is processed efficiently, please follow these steps carefully:

Step 1 – Contact Us by Email

Send an email to mykitchup@protonmail.com within the 14-day return period.

Please include:

• Your full name
• Your order number (e.g. #1001)
• One or two clear photos showing the current condition of the product

Step 2 – Receive the Official Return Label

Once your request has been reviewed, our customer service team will send you an official return authorization with the correct return address for our logistics center.

Important: Never return your package to the original sender's address shown on the shipping label, as your return may be lost and will not be eligible for a refund.

Step 3 – Return Shipping Costs

Return shipping costs are the sole responsibility of the customer, except in the rare case where the product arrived damaged or defective upon delivery.

In such cases, photo or video proof taken on the day the package is opened will be required.

Refund Processing

Once your returned package has been received and inspected:

• You will receive an email confirming whether your refund has been approved or rejected.
• If approved, the refund will automatically be issued to your original payment method (credit/debit card or the payment provider used during checkout).

Depending on your bank, the refund typically appears within 5 to 10 business days.

2. SHIPPING & LOGISTICS POLICY

Order Processing & Delivery Times

Order Processing: Orders are processed and prepared within 24 to 48 business hours.

Delivery Time: Standard delivery throughout France takes approximately 5 to 9 business days.

Shipping Through Trusted Third-Party Logistics Partners

To provide innovative products, maintain product availability, and offer competitive pricing, KitchUp works directly with trusted third-party suppliers and logistics partners for product storage and shipping.

Direct Warehouse Shipping

Your products are carefully packed and shipped directly from our trusted partners' fulfillment centers to your delivery address.

Multiple-Item Orders

If your order contains several different products (for example, a dish drying rack and a measuring spoon), they may be shipped from different warehouses.

As a result, it is completely normal for your order to arrive in separate packages and on different delivery dates.

3. CONTACT FORM & CUSTOMER SUPPORT

The KitchUp Customer Support team is here to assist you before, during, and after your purchase.

We aim to respond to all inquiries within 24 to 48 business hours (excluding weekends and public holidays).

For any questions, order tracking requests, or returns within the 14-day period, please contact us at:

📧 Email: mykitchup@protonmail.com

💡 Tip from our team: To help us process your request as quickly as possible, please include your order number in the subject line of your email.