To set up a return, please contact us at info@kitchenfactoryhq.com or give us a call at 1-310-598-2177. You can also reach out to us using our contact form.
Good-stock Returns:
You may return an item(s) for a refund of the merchandise total within 30 days of delivery. Call our Customer Service Department so Kitchen Factory HQ can contact a carrier to schedule a pick-up for the item(s). Return credits are typically issued within 5 days once the item(s) is received and inspected.
Please note, returns for refunds requested before 30 days from the delivery date are subject to the shipping return charges outlined below. Returns between 31 and 60 days face an additional 20% restocking fee based on the original purchase price. All returns and refunds are subject to the following shipping fees:
- Parcel orders up to $300: $50 return shipping fee
- Parcel orders over $300: $100 return shipping fee
- Freight shipments up to 299 pounds: $200 return shipping fee
- Freight shipments of 300-399 pounds: $300 return shipping fee
- Freight shipments of 400-499 pounds: $400 return shipping fee
- Freight shipments over 500 pounds: $500 return shipping fee
For all good stock returns, Kitchen Factory HQ requires at least 3 photographs clearly showing multiple angles of the product within its original shipping container. This measure is put in place to protect both the customer and Kitchen Factory HQ by ensuring the product is undamaged prior to it being picked up for return. Additional photographs and/or videos showing products may be required to process a replacement.
Accessories such as chimneys, extensions, crown moldings, trim kits, etc., are not eligible for returns.
Returns/Reships/Exchanges due to shipping damage:
Prior to shipping, all products from Kitchen Factory HQ are individually inspected to verify they leave our facilities in brand-new condition. If your item(s) arrived damaged, Kitchen Factory HQ can arrange for a prompt replacement given adequate time to file a claim with the carrier. Products should be inspected upon delivery and any damage should be reported immediately.
Kitchen Factory HQ requires notification of damage within 3 days of receiving the product. Reporting of shipping damage must include at least 3 photographs clearly showing the damaged item and/or shipping container, and the tracking number for the order. Box damage does not count. The box must be opened and clear evidence of product damage needs to be apparent. Additional photographs and/or videos showing defective products may be required to process a replacement.
Please note, failure to report shipping damage on a product within 3 business days of delivery may result in additional shipping fees for returns, reships and exchanges. Claims reported after 3 days may also be subject to denial.
Returns/Reships/Exchanges due to concealed damage:
If your item(s) arrive with concealed damage, Kitchen Factory HQ can arrange for a prompt replacement given the box itself has no damage. Kitchen Factory HQ requires notification of concealed damage within 30 days of receiving the product.
Returns, reships, and exchanges for concealed damage can be facilitated between 31 and 60 days following the date of delivery, but shipping fees will be applied in line with the pricing/carrier guidelines listed above.
For all concealed damage returns, Kitchen Factory HQ requires at least 3 photographs from multiple angles clearly showing the damaged product. Additional photographs and/or videos showing products may be required to process a replacement.
Before installing your unit, please test for proper functionality by plugging it in and testing for functionality. If the unit does not work, please contact customer service right away by emailing kitchenfactoryhq@gmail.com. Please note, Kitchen Factory HQ does not accept exchanges or returns on damaged products once the product has been fully installed or used.
If you are missing pieces of your shipment, this must also be reported within 30 days of receiving the product, which gives our team time to file a claim with the carrier. Contact our Customer Service Department at 1-310-598-2177 for assistance in these matters.
Parts requests for partially damaged shipments will be processed free of charge until 60 days following the date of delivery for select components. If reported more than 60 days following the date of delivery, parts needed to replace those damaged in shipping will need to be purchased.
Returns requested more than 30 days following the date of delivery will not be accepted.
Freight return policy:
- When you sign for delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that Kitchen Factory HQ can expect the return shipment. Kitchen Factory HQ will order a replacement as soon as Kitchen Factory HQ confirms that the package is being returned to our facility.
- If you have already accepted the package and notice missing or damaged parts, please contact us within 30 days and Kitchen Factory HQ will ship replacement parts free of charge. If Kitchen Factory HQ cannot replace the parts, Kitchen Factory HQ's carrier will pick up the original package and Kitchen Factory HQ will send you a full replacement assuming Kitchen Factory HQ was notified with enough time to file a claim with the carrier (30 days).
- If your product has a manufacturer's defect, Kitchen Factory HQ can either replace the defective part, or, if necessary, the entire unit.
All returns must have return authorization from Kitchen Factory HQ prior to shipment. Shipping charges, customs duties, brokerage fees, and local taxes are not refundable. Special-order item(s)s or altered item(s)s cannot be returned.