- Catch member since December 2017
- Seller rating
- Approved online Catch seller since December 2017
Purely Kitchenware is a family owned and operated online business.
We are committed to bringing you high quality products at the best possible prices. All of our products are sourced and purchased in Australia.
What differentiates us from most online stores is our focus on customer service and honesty.
We all at Purely Kitchenware want you to be 100% happy with your purchase from us, so if for any reason you are not, we will fix it for you super quickly.
PROOF OF PURCHASE
All returns, refunds, exchanges, or repair requests must be accompanied by the original purchase receipt, which will be sent with your parcel.
DAMAGED OR FAULTY GOODS
If for some reason your goods arrive damaged or dead-on arrival (DOA), we will do everything we can to fix the issue. Please contact us immediately to start the process. To confirm the damage or DOA you will be required to send pictures or a video of the damage or fault. Once received, we will arrange for a replacement to be sent out free of charge or a refund. In most cases, we will not require the damaged item returned to us, however, we do ask 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.
We will not accept liability for damaged goods after 48 hours from delivery time.
All Purely Kitchenware products are covered by the relevant Australian and manufacturer’s warranty. Warranty periods and rules will vary and are at the discretion of the brands not Purely Kitchenware. We will do everything we can to help you with your warranty claim and act on your behalf with the brands.
In most cases, a picture or video 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 Purely 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 shipping rate.
If you have any issues, please contact us immediately so that we can start the warranty claim process as soon as possible.
CHANGE OF MIND/INCORRECT CHOICE
If you have changed your mind about your purchase within 30 days, we will happily refund, or exchange provided that:
• You return the item within 30 days of purchase
• You provide Proof of Purchase
• The item is in re-saleable condition including that:
- It is in its original packaging, including instruction manuals and all accessories;
- It is unused and in its original condition
In the instance you change your mind, you will be responsible for all costs associated with returning the goods to us and your refund will be less the original shipping paid. Any returns that are damaged or soiled (including packaging) may not be accepted and may be sent back to you.
Refunds will only be made through the same method the payment was made and providing we can verify that the product was originally purchased through us and that we can verify the details of the purchasing customer.
Any returns sent back to Purely Kitchenware without approval will be returned to you at your own expense.
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 we deem 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.