Terms & Conditions

Kitchenware’s Customer Service Team aims to make online shopping easier and worry free with our dedicated team based in Sydney, New South Wales. Simply call us anytime during our business hours to talk to a real person who genuinely loves to cook and assist you.

Our office is open Monday to Friday 8:00am – 4:00pm AEST. Our friendly team can be reached on 1300 394 833. If you are unable to telephone us during business hours you can also email us at [email protected], chat to us on live chat or alternatively leave us a message on our answering machine and we will call you back at the earliest convenience.

We endeavour to respond to all emails and enquiries same business day, however, following a weekend we do have a small backlog so it may take us a little extra time.

PRICING

At Kitchenware we aim to ensure we provide our customers with confidence the best service and competitive pricing every day.  All RRP (Recommended Retail Price) is reflective of the price at which the manufacturer or wholesaler recommends that the retailer sells the product and is not always the price reflected in the market. We ensure that all pricing is accurate at the time of loading and reserve the right to adjust our pricing at any time without prior notice. Seen a better price elsewhere? We can match it! For more information on price matching click here

SAFE SHOPPING

Shopping online with Kitchenware is as safe, if not safer, than shopping at an actual store. This site uses Secure Sockets Layer (SSL) technology, the latest industry standard encryption, to protect the loss, misuse or alteration of your credit card information under our control. In the same way department stores use EFTPOS terminals to process credit card transactions, Kitchenware Online uses Stripe that is a certified PCI Level 1 Service Provider for processing credit card and EFT payments. 

Once Kitchenware Online has processed a transaction against a credit card number, we do not store your number, even against your order. That's why, when processing refunds; we need to contact you by phone in order to obtain your card details again.

PRIVACY AND SECURITY

To complete an order via our website, it is necessary for us to obtain specific customer information for it to be processed. We require the customer’s full name, address for billing and delivery purposes, day time phone number, email address and product preferences.
Kitchenware Online takes our customers’ privacy seriously and has taken all of the appropriate measures to ensure with confidence that any information given to us by our customers is securely protected.
For security reasons, we do not store any banking or credit card information. We respect the sensitivity of customers’ personal information and will never share their details with any other organisation.

DELIVERY INFORMATION

At Kitchenware we always endeavour to have your package delivered on time. If you do need your package urgently, please do not hesitate in calling us so that we can arrange for it to be sent out urgently for you.

Under no circumstances does Kitchenware ever warrant that it will meet a particular delivery date or time. For information regarding delivery times, please visit our Delivery Info page. Delivery timing will depend on the service you select at checkout.

If you are not home at the time delivery is attempted, a calling card will be left. It is your responsibility to follow the instructions on the calling card within a reasonable time frame. Instructions will be either to arrange a convenient time for re-delivery or collection from your local post office.

A failure to not deliver on-time does not constitute a failure on the part of Kitchenware. Kitchenware employs Australia Post as it's trusted delivery partner. Kitchenware reserves the right to charge delivery even if free shipping is marked on a product. Free Shipping only applies to Australian delivery addresses and is excluded to special or corporate orders. 

AUTHORITY TO LEAVE WITHOUT SIGNATURE

By selecting authority to leave without signature in checkout or directly with shipping provider, the customer acknowledges that this carries a great risk of theft or damage and that Kitchenware will not be held liable for any loss or damage of items where approval has been given to leave without signature. As such we recommend against choosing this option particularly in unsuitable delivery locations including addresses with high foot traffic, locations with no protection from the weather and some apartments and units.

RETURNS POLICY DAMAGED OR FAULTY ITEMS ON DELIVERY AUSTRALIA

Kitchenware will replace any good/s that arrive at their destination faulty or damaged, provided a claim is made within 24 hours from the parcel being delivered and signed for. To confirm the damage we require photographic evidence. Once received, we will arrange for a replacement to be sent out free of charge. In most cases, we will not require the damaged item returned to us, however, we do request that you keep the damaged item until we can confirm that we do not require it to be returned. If we do require the damaged item to be returned, we will cover the cost of its return. Customers are not charged for returning a damaged item to us.

To notify us of the damage please call us on 1300 394 833 or email us at [email protected].

Please note that if you do not advise us of anything that may be wrong with your order (including missing or damaged products) within 48 hours from its delivery, we are unable to assist you further under any circumstance.

RETURNS POLICY FOR CHANGE OF MIND OR INCORRECT CHOICE AUSTRALIA

For exchanges or returns when it comes to a change of mind or incorrect choice, Kitchenware will happily exchange, refund or store credit any undamaged item(s) less delivery fee if they are returned to us within 30 days of making your purchase. When returning this to us you must ensure the product and packaging is returned in the same condition as you received it. We have a $15.00 prepaid return label you can purchase from us. If you wish to exchange for another item, a separate shipping charge to resend the chosen replacement will apply. This policy applies to customers in Australia only. Please allow up to 3-5 Business days for your return to be processed. 

For more information please refer to our Customer Care page or contact us on 1300 394 833 or email [email protected].

AFTERPAY CONDITIONS

Afterpay approval is at the discretion of Afterpay. When choosing Afterpay as your payment method you understand that split payments are not available and orders cannot be changed or cancelled at anytime. Please ensure before placing an order using Afterpay that you have made the right choice. You can exchange or return items paid for using Afterpay however, applicable return costs are payable by the buyer as outlined above. Cannot be used as a payment method for any price matching. 

The payment relationship is between the buyer and Afterpay. At any time you can log into your Afterpay account to see your payment schedule. Any questions or concerns regarding your Afterpay account must be directed to Afterpay by email [email protected] or calling 1300 100 729.

WARRANTY CLAIMS FOR FAULTY ITEMS AUSTRALIA

At Kitchenware we know that after sales support is very important and we have a dedicated Claims Officer who is available during business hours to assist you with any product related questions or concerns. At Kitchenware we are authorised stockists of all brands and products that we sell and this means all products have warranties. Warranty periods and rules will vary and are at the discretion of the brands not Kitchenware. At Kitchenware we will do everything we can to help you with your warranty claim and act on your behalf with the brands.

In some cases an image is sufficient for a warranty claim and in other cases the brands require us to get the product back from you for assessment. If this is the case, the faulty item is returned to Kitchenware at no cost to the customer. We will arrange for the cost of returning the product to us. If the product is deemed to be misused and not faulty upon assessment by the brand distributor or owner, you as the customer will need to bear the shipping costs of returning the item to us and then back to you which is our standard return shipping rate of $15.00 plus our standard shipping rate back to you of $9.90. 

CHANGING A PROCESSED ORDER

All processed orders cannot be changed, amended or cancelled once your order has been placed. Please check your order confirmation email carefully which will be sent to your nominated email address to ensure all information is correct. 

RETURN TO SENDER 

If you refuse delivery of a parcel or it is returned to us by Australia Post as a "Return To Sender" you will be charged a flat rate of $15.95 for this. This charge is reflective of exactly what Australia Post charges us for this return service. The only exception from this fee is if a parcel is returned to us and Kitchenware deems the product as being faulty or damaged. If a parcel is marked by Australia Post as "Return To Sender" because of any of these reasons and not limited to just these scenarios: 1. an incorrect address is provided by you during checkout, 2. you refuse to accept delivery for a change of mind, 3. you did not collect your parcel from the Post Office before it was returned to us, the flat rate fee of $15.95 will apply. If you would like the order to be sent back to you, you will need to pay an additional delivery fee as per the standard charges on our website. 

DISCLAIMER

The product information contained in this website is provided by Kitchenware in good faith. The information is believed to be accurate and current at the date the product information was placed on this web site.

Kitchenware Online does not warrant that the web site or any products or services advertised on the web site will be available or guaranteed to meet the customer’s requirements.

Kitchenware Online does not warrant that your access to the network or the information contained in any content will remain error free, or that the network or server that stores and delivers the website and its contents to you will remain free of viruses or other harmful components. Kitchenware Online does its utmost and employs methods to ensure the integrity, accuracy and security of its website is to the highest industry standard. By accessing the website you agree that Kitchenware Online (Tallahashie Pty Ltd) will not be liable as a result of any error, virus or harmful components.

Neither Tallahashie Pty Ltd nor any employees of Tallahashie Pty Ltd make any representation or warranty as to the reliability, accuracy, or completeness of the information contained on this website, and by accessing this website you agree that neither Tallahashie Pty Ltd nor any of the employees thereof will be liable for any errors or omissions in the information contained on this website. In ordering products from this website, you accept all responsibility for selecting a product that is suitable for your purposes.

TERMS AND CONDITIONS

The Kitchenware Online website is owned and operated by Tallahashie Pty Ltd (ABN 13 113 926 766). By accessing, browsing or using this Web Site, you agree to the terms, conditions and disclaimers herein as amended from time to time. By purchasing an item advertised on this Web Site you agree to be bound by these Terms and Conditions. Tallahashie Pty Ltd may amend these Terms and Conditions from time to time and any amendment will become effective immediately. Your continued use of this Web Site after amendment constitutes an agreement to abide by and be bound by those Terms and Conditions, as amended.

The products and services offered for sale by Tallahashie Pty Ltd are not available to persons under the age of 18 years old and any other persons who are legally prohibited from entering into binding contracts. Any party engaged in illegal activities involving the use of this Web Site will be subject to civil and criminal sanctions and prosecution. Tallahashie Pty Ltd does not guarantee that it will be able to prevent any illegal or inappropriate use of this Web Site, nor that it will give notice of any illegal or inappropriate use of this Web Site.

All goods and services attract a Goods and Services Tax (GST) at 10% if delivered in Australia. The GST-inclusive price that appears on the site is the price you pay in Australia. Additional charges may apply to orders shipped internationally and are the sole responsibility of the customer.

Tallahashie Pty Ltd reserves the right to cancel orders placed at any time provided a full refund is granted to the customer. Order cancellation includes and is not limited to an incorrect pricing display on the website.

Gift Vouchers, Gift Certificates and Gift Cards issued by Kitchenware are strictly valid for 12 months from the date of purchase.

All discount coupons must be redeemed in-line with the terms & condition as stated on the email offer sent to your nominated email address. Discount coupons do not apply to any order delivered outside of Australia, including New Zealand. Strictly no exceptions. 

All prizes must be claimed in writing by return email within 5 business days of being notified of winning. All prizes are a gift and do not come with manufacturer warranties. 

It is a violation of the law to place orders under a false name or with a fraudulently obtained credit card. Orders that are found to be fraudulent will be prosecuted to the fullest extent the law allows.

In the case of any chargeback by the credit card issuer or bank after any purchase, the customer agrees to repay the full amount of their purchase (including shipping) including the full amount of the imposed chargeback fee.