Returns & Exchanges

You are entitled to an exchange or in-store credit or refund if the products you’ve purchased are faulty in materials and workmanship. Where a problem with a product is not evaluated as a major fault, Hello Kitchen can offer repair or replacement for your item if it becomes defective within the warranty period.

For purchase from our retail store, you can reach out to our staff in the stores and they would love to assit you. Pleaes check our store locations here.

For online orders, please email to sales@www.hellokitchen.com.au and state the fault, product description, including images and invoice number in the email.

• The Warranty does not apply to Products that :

– The defect is a result of alteration, accident, misuse, abuse, or neglect.

– Has failed due to excessive usage beyond what is considered to be reasonable.

– Has been damaged accidentally.

– Has been used or operated contrary to operating or maintenance instructions.

– Has been damaged by a third party authorized to act for the consumer in transit from our store to the customer.

You are entitled to an exchange if we unfortunately delivered a product that is not the same as the item description. Please email sales@www.hellokitchen.com.au and state the product description, including images and invoice number in the email. Our team will arrange a new replacement for you as soon as possible.

At Hello Kitchen, we want you to be completely satisfied with your purchase. If you change your mind, you can return your item within 30 days for a refund, exchange voucher, or in-store credit, provided the following conditions are met: 

1. Condition of the Item: 

– The item must be unused and in its original condition.

– It must be in its original packaging, including all accessories and instruction manuals.

– For electrical appliances, the original plastic wrapping or seal sticker must be intact.

2. Proof of Purchase: You must provide your original Hello Kitchen receipt or another adequate proof of purchase.

3. Exclusions: Items that are on sale or promotion and products with exlcusion contion are not eligible for return.

How to Initiate a Return

• For Online Orders:

Contact our customer service team with your order number, reason for return, requested action, and contact number. Obtain a return authorization before sending the item back. You are responsible for return shipping costs, and the initial shipping fee is non-refundable.

• For In-Store Purchases:

Bring the item and your purchase receipt to any Hello Kitchen store location. Our staff will assist you with the return process. Please click here to check our store locations.

Please note that Hello Kitchen reserves the right to deny an exchange, in-store credit, or refund if the return conditions are not met. If you have any questions or need assistance, please contact our customer service team. Thank you for choosing Hello Kitchen!

Once the customer’s order is received, we will process your order to ensure that you receive the order as soon as possible. After 2 hours from the date of placing the order, all processed orders cannot be changed, modified, or canceled. Please double-check your order confirmation email, which will be sent to the email address you specified during checkout to ensure that all information is correct. If you need to make any changes to the order, you need to call 03 9998 0999 or send an email to sales@www.hellokitchen.com.au and notify us within 2 hours after placing the order.

If you cancel an order after it has been dispatched, the initial shipping fee will not be refunded. Additionally, the return handling fee will be deducted from the refund amount.

There are some items in our store that are excluded for exchange or refund in the condition:

Rice Cooker Inner Pot: Scratching or any wear and tear of the non-stick pot coating is not covered by warranty, cracks in the ceramic inner pot due to improper use, and normal wear and tear of the rubber seal.

Infrared Sauna: Warranty for residential use is 5 years and commercial use is 3 months. If your sauna is not working in rare cases and needs to be repaired, please consult our experts and we will come up with the best solution for you. If needed, we will repair it for you free of charge when you are located in Melbourne. For other remote areas, we will deliver the specified parts to you free of charge. Additional charges will be applied if the damage is caused by misuse of components. Please choose carefully as we do not normally offer refunds if you simply change your mind, or for health reasons if the sauna has been used. A 20% restocking charge may be applicable.

Toilet Bidet: Not installed following the manufacturer’s installation instructions. If the product has been damaged due to accident, improper installation or handling, improper care and cleaning, unauthorized faulty repairs, alternation, abuse, or misuse. It is non-refundable if you simply change your mind, or for hygiene reasons if the bidet has been used. You can choose between a refund, exchange, or credit where goods are faulty and can not be repaired, have been wrongly described, or are different from a sample shown to you.