Refund Policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at orders@kitchenlibrary.com.au, to validate.
If your return is accepted, we’ll send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at orders@kitchenlibrary.com.au.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We'll assess the issue and work to make it right as quickly as possible.
If an item arrives damaged, please email clear photos of the damage (including the packaging) to us within 48 hours of delivery so we can assist promptly.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
* Cabinetry or made-to-measure products
* Custom products (such as special orders or personalised items)
* Personal care goods (such as beauty products)
* Sale items or gift cards
* Digital products (including downloadable guides, templates, and subscription content)
* Any product supplied as a special order, where the item has been sourced specifically on request and is not part of our regular stocked range
Special order items are final sale and not eligible for return, refund, or exchange due to change of mind, incorrect selection, or preferences around size, style, or finish. Product specifications, including sizing, are clearly outlined on each product page. If you’re unsure about a product, we recommend ordering a sample (where available) or contacting us for guidance prior to placing a large order.
A change-of-mind return includes any reason not related to product fault or damage — such as incorrect size, aesthetic preference, or compatibility issues.
If you're uncertain whether your item falls into this category, please contact us before purchasing.
Exchanges
The fastest way to ensure you get what you need is to return the item (if eligible), and once your return is accepted, place a new order for the desired item.
Cooling-Off Period
Customers may cancel their purchase within 7 days from the date of receipt for a full refund, provided the item is returned in its original condition and packaging.
Please note: This cooling-off period does not apply to cabinetry orders, as these items go into production immediately upon order placement and are made to your specifications.
Return Shipping & Restocking
Return shipping costs for change-of-mind returns are the responsibility of the customer, unless the item was received damaged, faulty, or incorrect.
* Returned items may be subject to a restocking fee of up to 20% to cover handling, quality checks, and repackaging, particularly for large or fragile goods.
Business Orders (B2B Sales)
All business-to-business (B2B) transactions — including orders placed by trade professionals, designers, and resellers — are final sale. Returns for commercial orders are assessed on a case-by-case basis and may be subject to different terms than standard consumer sales.
Refunds
We’ll notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 14 business days.
Please note that your bank or credit card company may take additional time to process and post the refund.
If more than 20 business days have passed since we approved your return, please contact us at orders@kitchenlibrary.com.au
