Refund policy
When you shop at Kitchen Garden Mercantile, you're eligible for a refund or exchange for any items you received that are defective, damaged - or not the item you ordered.
Returns
We understand that sometimes circumstances change
We have a 30-day return policy, which means you have 30 days after receiving your item to request to return an item if your circumstances have changed and you no longer need or want the item.
We will work with you to provide a refund or offer an exchange, on a case-by-case basis.
To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase. The item must be unused, in its original packaging. If you purchased clothing, it must still have its tags attached, just as they were when we sent them. For garden tools and kitchen items we cannot accept returns if you've used them.
See Damages and issues below if you're returning items becasue they are damaged or defective.
To start a return, please contact us at hello@kitchen-garden-mercantile.com.au.
If your return is accepted, we’ll send you instructions on how and where to send your package.
Postage costs for returns
For returns that are not because of a defective or damaged item, we'll ask you to pay the return postage.
For damaged or defective items we will cover return postage.
Only send items back if we've agreed
Please only send items back to us if you have contacted us and we've agreed to the return. We can't accept items sent back to us if we haven't agreed to the return.
You can always contact us for any return question at hello@kitchen-garden-mercantile.com.au.
Damages and issues
Please inspect your order when you receive it and contact us immediately on hello@kitchen-garden-mercantile.com.au if the item is defective, damaged or if you receive the wrong item, so that we can make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
We currently don't ship outside Australia so the European Union 14 day cooling off period does not apply.
Refunds
We will notify you once we’ve approved a refund. If approved, you’ll be automatically refunded on your original payment method within 5 business days of us receiving the returned item. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your refund and you have not received the funds, please contact us at hello@kitchen-garden-mercantile.com.au.