Refunds & Returns
Last updated 21 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.
Your rights under Singapore law
Under Singapore's Sale of Goods Act 1979, what we sell you has to be of satisfactory quality, reasonably fit for the purpose it is sold for, and as we described it. The Consumer Protection (Fair Trading) Act 2003 adds its lemon law remedies when goods do not conform to the contract at delivery: if a fault shows within six months of delivery, the law presumes the goods did not conform when delivered, and you can ask for a repair or a replacement first, then a price reduction or a refund if repair or replacement is impossible or disproportionate. Nothing on this page limits any right under that law that cannot be given up, and if this page and the law differ, the law wins.
Damaged, incorrect or missing orders
If our product arrives damaged, or goes missing in delivery, we accept the return and take full responsibility for the return postage.
- Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
- Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
- Order not received. If your order does not arrive, please tell us straight away.
Email theteam@kitchenwarehouse.asia with your order number. We may ask for more information about the condition your order arrived in, such as photographs of the item and the packaging, and we appreciate your help with that. Once our checks are done, we put it right with a replacement or a refund, and we aim to issue a refund within 24 to 48 hours.
Faulty or not as described
If something we sent you is faulty or not as we described it, tell us. That is your statutory right under the Sale of Goods Act and the Consumer Protection (Fair Trading) Act, not a favour. We cover the return postage and put it right with a repair, a replacement or a refund.
Changing your mind: our own 15 day policy
Singapore has no general statutory cooling-off period for an ordinary online purchase, and we would rather say so than hint at a right you do not have. What follows is our own voluntary policy, which we honour because we said we would. Many of our products are large items with high shipping costs, so we do not offer free returns for a change of mind. Please read the product page before you buy, so you can make an informed choice.
You can return a product within 15 days of the original purchase for an exchange or a refund, as long as:
- You bought it within the last 15 days.
- It is in its original packaging.
- You have the receipt, order confirmation or other proof of purchase from this website.
These rules apply if you are returning a product for one of these reasons:
- You found a better price
- You changed your mind
- It does not fit
- You no longer need it
- You ordered the wrong item
You send it back using a tracked shipping service, at your own cost, to the warehouse your package was sent from. Your refund does not include the original shipping charge, and nothing else is deducted from it.
We cannot accept returns of purchases made from third-party retailers. A product that does not meet the conditions above cannot be accepted as a change of mind return. This does not affect what we do for damaged, incorrect, missing or faulty orders.
Cancelling an order
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering.
Cancelling an order before it ships costs you nothing.
Once the packing and shipping process has started, the order can no longer be cancelled. Please use the returns policy above instead.
If we cancel your order ourselves, for example because an item is unavailable, you get a full refund.
How refunds are paid
Your refund is processed 24 to 48 hours after we receive the returned item. It goes back to the way you paid, your card or your PayPal account, or we can hold it as store credit for a future order if you ask. Payment providers usually take a few more working days to show the money on your statement.
How to start a return
Email theteam@kitchenwarehouse.asia with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can confirm the warehouse address and credit the return to your order. For a change of mind return, send us the tracking details once you have posted it.
Our customer support inbox is open around the clock, and we do our very best to reply to support emails within 24 hours.
If something goes wrong
If you are unhappy with how we have handled a return, see our complaints handling policy. If we still cannot agree, you can approach the Consumers Association of Singapore (CASE) or bring a claim in the Small Claims Tribunals.