Refund policy
At boroughkitchenx.shop, we want customers to shop with confidence. This Return and Refund Policy explains how we handle returns, faulty or damaged products, incorrect items, cancellations, exchanges, and refunds.
This policy applies to purchases made through boroughkitchenx.shop and should be read together with our Terms of Service.
Nothing in this policy excludes, restricts, or modifies any rights or remedies available to consumers under the Australian Consumer Law or any other applicable law that cannot legally be excluded.
1. Australian Consumer Guarantees
Products sold to consumers in Australia come with statutory consumer guarantees.
Depending on the circumstances, if a product fails to satisfy an applicable consumer guarantee, a customer may be entitled to a repair, replacement, refund, cancellation, or compensation.
Where a product has a major problem under the Australian Consumer Law, the customer may have the right to choose between an appropriate replacement and a refund.
For minor problems, we may be entitled to provide an appropriate remedy within a reasonable period.
Our voluntary return rules do not limit these statutory rights.
2. Change-of-Mind Returns
In addition to statutory rights, boroughkitchenx.shop generally accepts eligible change-of-mind returns when a return request is submitted within 30 days after delivery.
To qualify for a voluntary change-of-mind return, the product must normally:
- Be unused;
- Be unworn where applicable;
- Be clean and undamaged;
- Remain in substantially the same condition in which it was received;
- Include original accessories, components and manuals;
- Be returned with original packaging where reasonably possible;
- Not have been altered, assembled, installed, customised or modified;
- Be accompanied by proof of purchase.
Approval of a voluntary change-of-mind return may be subject to inspection.
The 30-day voluntary return period does not restrict any longer rights that may apply under Australian Consumer Law for faulty or non-compliant products.
3. Products That Cannot Normally Be Returned for Change of Mind
Subject to mandatory consumer rights, change-of-mind returns may not be available for:
- Personalised or made-to-order products;
- Products manufactured or modified to customer specifications;
- Products that have been used or damaged after delivery;
- Products with missing components caused after delivery;
- Sealed hygiene-sensitive goods that have been opened where resale would be inappropriate;
- Gift cards or similar stored-value products where applicable;
- Clearance or final-sale items where the product page clearly states that change-of-mind returns are unavailable.
These exclusions do not apply where a customer has statutory rights because the product is faulty, unsafe, materially different from its description, unsuitable for a disclosed purpose, or otherwise fails applicable consumer guarantees.
4. Faulty, Damaged or Defective Products
If a product arrives damaged, defective, unsafe, incomplete, or not functioning as reasonably expected, please contact:
Customers should provide:
- Their order number;
- A description of the problem;
- Photographs or video where reasonably useful;
- Photographs of packaging if the product was damaged during delivery.
Providing photographs can help us assess the problem more quickly, but we will not impose unreasonable evidence requirements where a customer's statutory rights otherwise apply.
5. Incorrect Products
If we send a product that is different from the product ordered, please contact us promptly at info@boroughkitchenx.shop.
Once confirmed, we will arrange an appropriate solution, which may include sending the correct product, providing return instructions for the incorrect product, or issuing a refund where appropriate.
Customers will not be required to bear reasonable return costs resulting from our error where applicable.
6. Starting a Return
Before returning a product, contact:
Please provide your order number and reason for requesting the return.
If the return is approved or requires assessment, we will provide the appropriate return instructions and the applicable return destination.
Products should not be sent to an arbitrary address or to a carrier, supplier, or warehouse without instructions from us, as doing so may delay or prevent proper processing of the return.
7. Return Shipping Costs
For an approved voluntary change-of-mind return, the customer is generally responsible for return shipping costs.
For products that are faulty, damaged on arrival, incorrectly supplied, or otherwise fail an applicable consumer guarantee, boroughkitchenx.shop will handle reasonable return shipping costs where required by Australian Consumer Law.
We recommend using a trackable shipping service for customer-funded returns.
8. Inspection of Returned Products
Returned items may be inspected after receipt.
For voluntary change-of-mind returns, we may decline a refund where the returned product:
- Has been materially used;
- Has been damaged by the customer;
- Is missing substantial components;
- Is not the product purchased from us;
- Has been altered or modified;
- Does not otherwise satisfy the voluntary return conditions.
This does not affect remedies available for products that fail statutory consumer guarantees.
9. Refund Processing
When a refund is approved, it will generally be returned to the original payment method used for the order.
Once a refund has been processed by us, banks, card issuers, payment processors, or other financial institutions may require additional time to make the funds visible in the customer's account.
We cannot control processing periods imposed by financial institutions.
10. Original Shipping Charges
Because standard shipping is free on all orders, there is generally no standard outbound shipping fee to refund.
If a customer purchased an optional additional service or expedited delivery service where available, treatment of that charge will depend on the reason for the return and applicable law.
11. Exchanges
Where appropriate, customers may request an exchange.
Availability of exchanges depends on stock levels.
For voluntary change-of-mind exchanges, customers may be responsible for returning the original product.
For defective or non-compliant goods, remedies will be provided in accordance with applicable consumer law.
12. Order Cancellations
Customers who wish to cancel an order should contact info@boroughkitchenx.shop as soon as possible.
We will attempt to accommodate cancellation requests before fulfilment.
Once an order has entered fulfilment or been dispatched, cancellation may no longer be technically possible. In that situation, the customer may need to wait until the item is delivered and then follow the applicable return procedure.
Nothing in this section restricts any cancellation right that applies under mandatory law.
13. Lost Returns
For voluntary customer-arranged returns, customers should retain their tracking information until the return has been completed.
boroughkitchenx.shop cannot ordinarily take responsibility for a customer-arranged return parcel that is lost before reaching the designated return destination, except where responsibility is imposed by applicable law.
14. Refunds for Lost or Undelivered Orders
If an order does not arrive within a reasonable period after the estimated delivery timeframe, contact us at info@boroughkitchenx.shop.
We may investigate the shipment with the carrier.
If the shipment is confirmed lost or cannot reasonably be delivered, we will provide an appropriate remedy, which may include replacement or refund, depending on the circumstances and applicable law.
15. Refused or Unclaimed Deliveries
Customers should ensure that the shipping details provided at checkout are accurate and that deliveries can reasonably be received.
Where a parcel is returned because it was refused or remained unclaimed, we will contact the customer and determine the appropriate next steps.
Any deductions or additional charges will only be applied where lawful and reasonable.
16. Fraudulent Return Activity
We reserve the right to investigate suspected return fraud, including situations involving substituted products, falsified evidence, repeated improper claims, or deliberate damage.
Nothing in this section permits us to refuse a legitimate remedy required under Australian Consumer Law.
17. Consumer Rights Take Priority
The Australian Consumer Law provides statutory guarantees that operate independently from a retailer's voluntary warranty or return period.
Accordingly, the fact that more than 30 days have passed since delivery does not automatically remove a consumer's statutory rights where a product fails an applicable consumer guarantee.
18. Contact Us
For all return, refund, cancellation, exchange, defective product, or damaged delivery enquiries, contact:
boroughkitchenx.shop
Email: info@boroughkitchenx.shop
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