Refund policy
Return Eligibility
We offer a 7-day return request window for eligible items. This means you must request a return within 7 days of receiving your order.
Customers are responsible for carefully reviewing product specifications and confirming suitability prior to purchase.
To be eligible for a return, items must be:
• Unused and in the same condition that you received them
• Returned in the original packaging
• Returned with all components, parts, accessories, screws, and hardware included
• Accompanied by proof of purchase
Returns that do not meet these requirements may not be accepted.
To start a return, log into your account through the store login in our website header and begin the return request through the Shop app or via the navigation ribbon Account Login on the www.kitchenlibrary.com.au homepage.
If your return is approved, we will provide return instructions and, where applicable, a return shipping label.
Items sent back without first requesting and receiving return approval will not be accepted.
For any return enquiries, please contact
orders@kitchenlibrary.com.au
Return Timeframes
Once a return request has been approved, the item must be shipped back within 14 days of approval.
If the item is not returned within this timeframe:
• The return will be automatically cancelled
• The return request will become invalid
Attempting to return items after the 14-day window may result in the parcel being rejected or returned to sender.
Courier return labels may also be automatically cancelled after this period. Any attempt to ship items using expired labels or outside the approved return window is at the customer’s own risk.
Complete Product Returns
Returned products must include all original components, accessories, hardware, and packaging.
Returns that are:
• Missing parts
• Incomplete
• Damaged due to improper repackaging
• Not returned in their original condition
may be:
• Rejected and returned to the customer, or
• Subject to deductions from the refund amount
This ensures returned products can be safely re-inspected, repackaged, and supplied to another customer in the same complete condition they were originally sold.
Installed or Used Products
Products that have been installed, partially installed, or used cannot be returned as new.
Examples include:
• Screws that show signs of being driven or used
• Hinges, runners, or hardware mounted to cabinetry
• Products that have been installed and later removed
• Items showing tool marks, installation marks, or wear
Once hardware has been installed or attempted to be installed, it can no longer be supplied to another customer as new.
For this reason, these items are not eligible for return or refund due to change of mind.
If you are unsure about compatibility, sizing, or specifications, we strongly recommend confirming details or ordering samples before placing larger orders.
Damaged, Faulty or Incorrect Items
Please inspect your order carefully upon delivery.
If an item arrives damaged, faulty, or incorrect, please contact us as soon as possible so we can resolve the issue.
Where possible, issues should be reported within 24 hours.
To assist with courier investigations and insurance claims, we may request:
• A photo of the exterior packaging
• A photo of the interior packaging
• A photo clearly showing the product damage
Once this information is received, we will work with the courier or manufacturer to resolve the issue as quickly as possible.
Nothing in this policy limits your rights under Australian Consumer Law.
Change-of-Mind Returns
A change-of-mind return includes situations such as:
• Incorrect item selected
• Preference for a different size, style, or finish
• Compatibility issues
• The item is no longer required
Customers are responsible for confirming product specifications, sizing, and compatibility prior to purchase.
Change-of-mind returns are accepted at KitchenLibrary’s discretion and may be subject to a restocking fee of up to 20%.
Restocking Fee
When products are returned, our team must inspect each item to confirm all components are present and that the product can be returned to stock in saleable condition.
Where applicable, a restocking fee of up to 20% may be applied to cover:
• Handling
• Inspection
• Repackaging
This helps ensure products can be supplied to another customer in the same complete condition they were originally sold.
Return Shipping
For change-of-mind returns, return shipping costs are the responsibility of the customer, unless the item was received damaged, faulty, or incorrect.
Original shipping costs are non-refundable, unless required under Australian Consumer Law.
Non-Returnable Items
Certain products cannot be returned, including:
• Cabinetry or made-to-measure products
• Custom or personalised items
• Special order products sourced specifically on request
• Sale items or gift cards
• Digital products such as downloadable guides or templates
• Subscription or digital access products
Special order items are considered final sale and cannot be returned due to change of mind, incorrect selection, or preference regarding size, colour, or finish.
If you are unsure about a product before purchasing, we recommend ordering samples (where available) or contacting us for assistance.
Exchanges
The fastest way to receive a different product is to return the original item (if eligible) and place a new order for the desired item.
Return Request Period
Return requests must be submitted within 7 days of receiving the item.
Approval of a return does not guarantee eligibility for a refund unless the returned product meets the conditions outlined in this policy.
Made-to-order or custom items may enter production immediately and cannot be cancelled once production has begun.
Business Orders (Trade / B2B)
Orders placed by trade professionals, contractors, designers, or resellers may be considered business-to-business (B2B) transactions.
These orders may be subject to different return conditions and are generally treated as final sale unless otherwise agreed in writing.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method within 14 business days.
Banks and payment providers may take additional time to process and display the refund.
If more than 20 business days have passed since your refund was approved, please contact:
