Faulty Products

You are entitled to a refund, repair, exchange or credit 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 repairing or replacement for your item if it becomes defective within the warranty period. Please email to [email protected] and state the fault, product description, include image and invoice number in the email.
The Warranty does not apply to Product that :
- The defect is a result of alteration, accident, misuse, abuse or neglect.
- It is 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 authorised to act for the consumer in transit from the our store to the customer.

Wrongly Delivered

You are entitled to an exchange if we unfortunately deliver a product that is not the same as the item description. Please email to [email protected] and state the product description, include image and invoice number in the email.

Change of Mind

If you wish to return an item because you have changed your mind about your purchase, please contact us with your order number, reason for exchange, requested action, your contact number once parcel has been received. Hello Kitchen will offer you an exchange voucher or refund provided that:
- You return the items within 14 days of purchase;
- You produce either your original Hello Kitchen register or other adequate proof of purchase;
- It is in its original packaging, including instruction manuals and all accessories; and
- It is unworn, unopened, unused and in its original condition; and
- In the case of electrical appliance, the original plastic wrapping or seal sticker securing the product closed is intact
The customer should need to bear the shipping costs of returning the item to us. Please ensure you contact our staff to obtain a return authorization before returning your products back to us. If these requirements are not satisfied, Hello Kitchen reserves the right not to offer an exchange voucher or refund for change of mind returns.

Exception items to guarantee

There are some items in our store are excepted in warranty in the condition with:

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

Infrared Sauna: Warranty for residential use is 1 year and commercial use is 3 months. If your sauna is not working in rare cases and need to repair, 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 delivery the specified component parts to you with free of charge. Additional charges will be applied if damage on misuse on components. Please choose carefully we do not normally give 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 in accordance with 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. There is no refund 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.


For all other issues or concerns with your purchased goods please send your questions or concerns to [email protected] or call us at 03 9998 0999. We are always happy to help!

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