Return Policy

Overview

Finechef accepts returns for eligible kitchen and hospitality products when the customer receives an item that does not meet expectations or when an error occurs during fulfilment. This policy outlines the circumstances under which a return is permitted, the conditions that must be met, and the associated responsibilities. Our goal is to handle returns fairly, consistently, and transparently for both Finechef-fulfilled and vendor-supplied products.

What Qualifies for a Return

A return may be requested under the following situations:

1. Wrong Item Delivered

You received a product that is different from what you ordered in model, size, type, or specification.

2. Damaged or Defective Item

The product arrives broken, physically damaged, or not functioning as intended.

3. Item Not as Described

The item does not match the images, description, specifications, or details provided on the Finechef platform.

4. Missing Components or Accessories

The product is incomplete or arrived without parts that were stated as included.

5. Vendor or Fulfilment Error

Mistakes during packaging, labelling, or order fulfilment that result in an incorrect or incomplete order.

These are the only valid triggers for a return.

Returns are not accepted for change of mind, preference, dislike of color, fit, assumptions not listed on the product page, or reasons not covered above.

Conditions for an Accepted Return

To be eligible for approval, returned items must:

  1. Be unused
  2. Be in their original condition
  3. Include all original packaging, manuals, and accessories
  4. Match the return reason provided
  5. Be submitted within the applicable return window

Items showing signs of use, improper handling, installation, or customer-caused damage shall be rejected.

Return Shipping Costs

Return shipping costs are the customer's responsibility unless the return is due to an error by Finechef or the vendor. When Finechef or the vendor made the mistake (wrong item, damaged on arrival, missing components), Finechef may cover or assist with the return shipping. For all other reasons, the customer must arrange and pay for return shipping using a reliable method.

Restocking Fees

Some products may attract a restocking fee, especially items that:

  1. Require special handling
  2. Are high-value or fragile
  3. Come from vendors with strict return conditions
  4. Need inspection or preparation before resale

If a restocking fee applies, Finechef will inform the customer during the return request.

Non-Returnable Items

Returns are not accepted for the following:

  1. Perishable goods
  2. Digital items or gift cards
  3. Custom-made or personalised items
  4. Hygiene-related items that have been opened
  5. Items that have been washed, installed, or used
  6. Items marked as non-returnable on their product page

How to Request a Return

To start a return:

  1. Log in to your Finechef account.
  2. Open My Orders.
  3. Select the item and submit a return request.
  4. Provide a clear explanation and supporting evidence, such as photos or videos.
  5. Follow the instructions given by the Finechef support team.

All return-related communication must be conducted within the Finechef platform or through verified Finechef support channels. Requests or instructions given outside the platform cannot be recognised.

Inspection and Approval

After receiving the returned item, our team inspects it within two business days. Approval or rejection is based on the item’s condition, the return reason, and adherence to this policy.

Items that do not meet the criteria will be returned to the customer.

Vendor Items

Products supplied by third-party vendors are subject to the vendor’s return guidelines. Finechef coordinates the process, but the final decision rests with the vendor.