Refund & Returns Policy

Last updated: [1 Oct 2025]

Welcome to FreshServe Kitchen (“we”, “us”, “our”). This Refund & Returns Policy governs how we handle returns, refunds, and replacements of products purchased from our website (shop.freshservekitchen.com). By purchasing from us, you agree to this policy.

1. Eligibility for Return & Refund

  • You may return an item within 5 days of the date you receive it (i.e., the delivery date) in order to request a refund.
  • Only regular priced items (i.e. items sold at full price) are eligible for a refund. Sale items, discounted items, clearance items or any “final sale” items are not eligible for a refund.
  • To be eligible for a return, the item must be unused, in the same condition as you received it, with original packaging, tags, and all accessories (if any).
  • You will need to provide proof of purchase (such as order number, invoice) when requesting a return.

2. Replacement / Exchange (Only for Defective or Damaged Items)

  • We only replace items if they are proven to be defective or damaged (i.e. there is a manufacturing defect, or damage occurred during shipping).
  • If you need to exchange it for the same item, please contact us first by email at support@shop.freshservekitchen.com with details of the defect/damage and include 4 photos of the received product (clearly showing the issue).
  • Upon approval, send the defective/damaged item to our return address (see section 4). We will, after inspection, ship you a replacement of the same item (subject to availability).
  • If the same item is not available, we may issue a refund (subject to above eligibility) or offer store credit, depending on circumstances.

3. How to Initiate a Return for Refund

To request a refund, follow these steps:

  1. Email us at support@shop.freshservekitchen.com within 5 days of delivery, quoting your order number and reason for return.
  2. Attach 4 clear photos of the product you received (showing condition, packaging, etc.).
  3. Once your return request is approved, we will provide you with instructions for returning the product (return address, packaging requirements).
  4. Ship the product back to us (you will bear the cost, see next section).

We will inspect the returned item once we receive it. If it meets the return criteria, we will approve your refund.

4. Shipping / Return Address & Costs

  • You are responsible for paying the return shipping costs.
  • Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund.
  • We strongly recommend using a trackable shipping service or purchasing shipping insurance, especially for higher-value items. We cannot guarantee the item will reach us otherwise.
  • Return your item to: [Your Name / Company Name] [Full Address Line 1] [Address Line 2] [City, State / Province, ZIP / Postal Code] [Country] (Replace above with your actual return address.)
  • Depending on your location, the time it may take for the exchanged product (or refund processing) to reach you may vary.

5. Refund Processing

  • Once we receive and inspect your returned item, we will notify you via email whether your refund request is approved or declined.
  • If approved, we will process the refund to your original payment method (or alternate method, as decided) within [X business days].
  • Please allow additional time for your bank or payment processor to post the refund to your account.

6. What We Will Not Refund / Return

  • As mentioned, sale items, discounted/clearance/final sale items are not eligible for refund (unless they are defective/damaged and replacement is applicable).
  • Items that have been used, altered, damaged by the customer, or missing parts (packaging, tags, accessories) will not be accepted for return.
  • Items that do not comply with the return instructions may be rejected.

7. Exceptions & Special Cases

  • If an item you received is incorrect (wrong model, size, color) or missing parts, you must notify us within 48 hours of delivery (along with photos) to be eligible for replacement or correction.
  • We reserve the right to reject a return or refund request if the returned item does not meet our policy conditions.

8. Limitation of Liability

We are not responsible for any goods lost or damaged in transit back to us. You bear the risk once the item is shipped back.
Further, this policy does not affect your statutory rights under applicable consumer protection laws (where applicable).

9. Contact Us / Need Help?

If you have any questions about our Returns & Refund Policy, please contact us:

10. Policy Changes

We may update this policy from time to time. The “Last updated” date at the top will reflect the latest version. Changes will not apply retroactively to orders already placed (unless required by law).

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