Effective Date: October 17, 2026
Welcome to the official Refund and Returns Policy of KHM IMPORTING PTY LTD, the operator of the e-commerce platform available at www.khmimporting.com dedicated to offering practical, long-lasting kitchen small tools that ease your daily cooking experience. This policy outlines all standardized rules, processes, and requirements governing product returns, exchange requests, and eligible compensation arrangements for all orders placed on our website. Our core policy rule that we emphasize without exception is that pure “refund only” requests with no return of the purchased physical product are not permitted under any circumstances, unless explicitly required by mandatory Australian consumer law. We have designed this policy to be fair, transparent, and protective of the rights of both our valued home cook customers and our business operations, while upholding our commitment to delivering customer-approved kitchen gear with our best price guarantee. For any inquiries related to this policy, you may reach our support team at grits@khmimporting.com, call us on +61 3 9275 7777, or send post correspondence to our registered address at VIC 3029, Australia.
1. Core Non-Negotiable Rule: No “Refund Only” Requests Allowed
To prevent fraudulent claims, maintain fair operational costs that support our best price guarantee for all customers, and ensure equal treatment for every shopper on our platform, we strictly do not process full or partial refund-only requests where customers keep the purchased product in their possession. Every eligible refund application must be accompanied by the full return of the physical product to our designated return address, unless the product is confirmed by our quality team to have arrived damaged, defective, or completely non-functional such that it cannot be reused or resold even after repair. All customers acknowledge this no refund-only rule at the moment they submit their order checkout, and no post-order exceptions will be made for requests that demand monetary compensation while retaining the item. This rule applies to all product categories sold on our site, including new arrival kitchen gadgets, seasonal promotion items, and all full-price kitchen small tools.
2. Eligibility Criteria for Return Applications
To qualify for a valid return that can proceed to eligible processing, your request must meet all the following requirements. First, you must submit your return application within 30 calendar days from the date you successfully receive your ordered product. All requests submitted beyond this 30-day window will not be accepted, except for items that come with an extended manufacturer warranty that explicitly covers longer defect claim periods. Second, the returned product must be in its original, unused, unmodified condition with all original packaging parts, user manuals, free bundled accessories, and labels intact. We do not accept returns for products that have been assembled, used for cooking activities, damaged due to improper operation, or stained by food residue. Third, you must provide your original order number, the order confirmation email, and clear photographic or video proof of the product condition when you submit your return request via our customer support channels.
Please note that products marked as final sale, customized engraved kitchen tools, and perishable special order imported items are not eligible for return unless they arrive with confirmed manufacturing defects. Our free shipping benefit for orders over €80 only applies to initial order delivery, and does not cover return shipping costs for change-of-mind returns.
3. Step-by-Step Return Processing Workflow
The standardized process for all valid return requests follows clear, trackable steps to ensure efficiency for our customers. First, contact our customer support team via phone or email to submit your return application, provide all required documentation of your order and product condition, and wait for our team to review your eligibility within 2 business days. Once your request is approved, our support team will send you a dedicated authorized return address, along with a unique return identification label that you must stick on the outside of your return parcel. You will be responsible for covering the return shipping fee for change-of-mind returns, while we will cover all return shipping costs for products that are confirmed to have manufacturing defects or delivery damage.
After we receive your returned parcel at our warehouse, our quality inspection team will conduct a full assessment of the returned product within 3 business days. If the product passes our inspection and meets all return eligibility criteria, you may select one of two available compensation options: an even store credit that you can use for any future purchase on www.khmimporting.com, or an equivalent exchange for another kitchen product of the same or higher value (you only need to pay the price difference if you select a higher-priced item). We will never process a direct cash or card refund for requests where you do not return the product, and all compensation will be issued only after we have verified the returned item in our facility.
4. Special Circumstance Arrangements
The only limited exception to our no refund-only policy applies in rare verified scenarios where the product arrives at your location severely damaged in transit, and the damage renders the product completely unsafe and impossible to return (for example, shattered glass kitchen tools that pose injury risk during return shipping). Under this very specific scenario, our quality team will require you to submit unboxing video footage and clear photographs of the damaged product, and we will evaluate whether we can send you a brand new replacement unit at no extra cost instead of processing any form of refund-only settlement. Even in these cases, we will never issue a pure cash refund while you keep the product, and you will be required to properly dispose of the damaged product following our provided safety instructions.
If you receive an incorrect product that does not match the item you ordered on our website, please notify our support team within 7 days of delivery. We will arrange for the courier to pick up the wrong item from your address at no cost to you, and deliver the correct ordered product to you as quickly as possible. You will never be required to pay any extra fee to resolve incorrect delivery issues on our end.
5. Policy Updates and Dispute Resolution
KHM IMPORTING PTY LTD reserves the right to update this returns and refund policy on an occasional basis to reflect changes in our operational practices, new product line adjustments, or updated Australian consumer law requirements. All revised policy versions will be posted on a prominent section of www.khmimporting.com with an updated effective date. If you have any disputes regarding your return processing, our support team will work directly with you to find a mutually satisfactory resolution within 7 business days of receiving your dispute notice. This policy is designed to protect the pleasant shopping experience for every home cook who chooses our customer-approved kitchen gear, and we remain committed to resolving all your issues fairly while strictly adhering to our no refund-only commitment.