Warranty Policy

In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refer to Kitchen Appliance Zone. Where there are exceptions to Kitchen Appliance Zone's Warranty Policy, this is noted in this Warranty Policy.

Warranty for products

    1. All products sold come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies you may have under the Australian Consumer Law.
    2. In addition to your rights under the Australian Consumer Law, Kitchen Appliance Zone offers a 12-month warranty on all products which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
      1. if expressly stated otherwise on the product listing – please refer to the product listing for the specific warranty period;
      2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
      3. if the fault or damage is due to:
        1. normal wear and tear
        2. damage arising from improper assembly or modification of the product;
        3. damage arising from abnormal use or abuse of the product;
        4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
        5. damage to external product packaging only.
    3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
      1. send missing parts (if applicable);
      2. suggest a method of self-repair (if applicable).
      3. replace the product (subject to availability);
      4. offer an alternative product; or
      5. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

    1. Warranty claims should be sent to us via our email address: support@kitchenappliancezone.com.au
    2. The following should be included in the message:
      1. order number;
      2. the quantity of each product and/or part missing, faulty or damaged; and
      3. an image or video (of acceptable quality) of the product that clearly shows:
        1. the fault or damage (if applicable)
        2. what part is missing (if applicable);
        3. the product in the original packaging (if applicable); and/or
        4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what you are requesting, i.e. refund, credit or replacement of parts/product.
    3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
    4. You should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
    5. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by you for return postage will not be refunded if it is found that there is no valid warranty claim and/or the return label has not been provided.
    6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to you as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
    7. Any delivery delay should be reported by you to us within 10 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. For delivery time frames, please visit our shipping policy. Due to ongoing unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Refund, return and replacement procedure for damaged/faulty goods or missing parts

    1. If you are entitled to a refund, please send the request to support@kitchenappliancezone.com.au. We will advise if the product needs to be returned by you. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.
    2. If you are entitled to a replacement or spare part, please send the request to support@kitchenappliancezone.com.au. We will advise if the product needs to be returned by you. If you are entitled to a replacement product or spare part, but:
      1. there is an address discrepancy with the order (which is due to your error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
      2. an incorrect product is returned to our warehouse, we will not be responsible for these products or have any obligation to return these to the customer.

Product recalls

    1. In the event of a product recall, we will advise you of the relevant procedure.

Last updated: 01 May 2024