Terms and Conditions

 Complaints Policy

The Kitchen Addict Pty Ltd  is committed to providing high quality, transparent and accessible service to everyone we deal with. Therefore every complaint will be treated seriously and fairly to ensure our organisation learn and continuously improves. Complaints will be dealt with in a constructive and timely manner upholding our Code of Practice and requirements of the State and National Government regulations.

A complaint is an expression of dissatisfaction, whether justified or not.

Complaints Procedures

• Complaints can be sent in via the online complaints form on our website, email to team@thekitchenaddict.com.au or call 0411588710.
• All complaints should be addressed to the Customer Service Manager.
• On receiving a complaint staff shall acknowledge receipt and advise the complainant of the Complaints Procedure within 48 hours.
• All complaints will be directed to the Customer Service Manager for resolution within 30 days.  The CSM will provide a written response with a resolution to the      complainant within this time frame.
• The CSM will ensure procedural fairness (fair and proper procedure used) when deciding.
• The response to the complainant shall include information and procedures concerning the complainants right to appeal the proposed solution and request for an independent adjudicator.
• In the event of the complainant reporting that they are dissatisfied with the proposed solution, the CSM shall elevate the complaint to the Director (by mutual agreement with the complainant) to consider the nature of the complaint and a possible further resolution.
• The complainant has 30 days in which they can respond to the proposed resolution. After 30 days The Kitchen Addict Pty Ltd  considers the complaint resolution to be agreeable by all parties.
• All independent adjudicator outcomes will be reported to the next scheduled Executive management meeting documented within the minutes and filed on The Kitchen Addict Pty Ltd cloud for future reference.
• All independent adjudicator outcomes will be communicated to the complainant in a timely manner.
• All correspondence regarding the complaint will be stored on The Kitchen Addict Pty Ltd  Cloud system and treated confidentially.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.

• At The Kitchen Addict Pty Ltd  you have 28 days to return your items      (some exclusion apply) for a full refund or exchange as long as it is returned in a salable condition with original proof of purchase. The refund will be provided using your original payment method.
• By salable condition we mean that the item hasn’t been opened or used, is still in its original packaging and all manuals, packaging and accessories are included.

If you cannot provide proof of purchase, you will be asked to provide identification for The Kitchen Addict Pty Ltd exclusive products, containing your full name. We will record your name and form of identification provided, and we’ll offer you an exchange coupon to the value of the current price of that product. 

The following items cannot be returned if you change your mind:

• All Food Items

The Kitchen Addict Pty Ltd will accept returns and provide you with The Kitchen Addict Pty Ltd  Returns Card, refund (refund will be provided using original payment method) or repair where:

• The item is faulty or is not of acceptable quality, or
• The item is not fit for its intended purpose, or
• The product does not match the sample or our description; and
• You can present The Kitchen Addict Pty Ltd receipt or other adequate proof of purchase such as bank statement.

The Kitchen Addict Pty Ltd may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. We reserve the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

• Register receipt
• Online Tax Invoice (order confirmations will not be accepted)
• Financial statements such as a bank statement, credit card statement
• Online proof of purchase when calling Customer Service also includes and PayPal statements

You will be asked for information that is relevant to your return or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return. When returning merchandise with proof of purchase, you will be asked for your signature as authorization of the return transaction. If The Kitchen Addict Pty Ltd  agrees to a return without adequate proof of purchase, you will be asked to provide identification containing your full name. The Kitchen Addict Pty Ltd  will record your name and form of identification provided, which may be accessed by authorized The Kitchen Addict Pty Ltd  team members for fraud protection activities. Information collected will be securely stored in accordance with The Kitchen Addict Pty Ltd.’s Privacy Policy.

Please have your order number available and provide a reason for your request in order to speed up your refund process. Your request will be reviewed within a 2 days standard response period and we will notify you via email of the results. We reserve the right to extend the standard response time in exceptional cases with a prior notice to you. 

Refund, returns or exchanges request are accepted up to 30 days from the date of placing the Order with The Kitchen Addict Pty Ltd . The Kitchen Addict Pty Ltd may grant extensions to this period for some special cases and Products at its discretion. 

You may submit a request to cancel your order on the same day the order was placed in line with the Purchasing Terms Only. Please note that if the Order is already shipped or delivered we will not be able to approve the cancellation request. 

Some products have special conditions for returns as described in the Order or Product materials delivered ("Products terms") so please read the carefully before making a request with The Kitchen Addict Pty Ltd . In case of misunderstandings between The Kitchen Addict Pty Ltd  Refund Policy and the Product terms, the present Refund policy will prevail. Shipping costs are non-refundable, except if due to The Kitchen Addict Pty Ltd  error, when you need to contact The Kitchen Addict Pty Ltd and make a formal request. 

If the refund request is granted by The Kitchen Addict Pty Ltd , payments are refunded as follows: 

1. Credit / Debit Cards payments will be refunded within two (2) business days. 
2. PayPal payments will be refunded within two (2) business days.
3. Other payment methods will be refunded between five (5) to seven (7) days. 

If applicable, The Kitchen Addict Pty Ltd reserve the right to hold the refund payment until we receive a completed letter of destruction of the Product signed by you. 

If at any point within the Refund process there is confusion, please ref to the ACCC directly to clarify Return policies by law. https://www.accc.gov.au/publications/refunds-remedies