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Delivery, Payment, Stock & Returns

We aim to make your order as easy, transparent and affordable as possible so please read the following about delivery and payment expectations to help ensure there are no unexpected difficulties getting your order happily fulfilled.

Shipping & Delivery Quotes

Kitchen Setup will provide a unique shipping quote for every order, based on your location, quantity of order and delivery requirements. It is the customers’ responsibility to notify us of any requirements such as stairs, lifts, or difficult to access locations. If you require the equipment to be delivered inside your premises you must let us know and ensure there is clear adequate access to the delivery location and ensure there is adequate room to negotiate passageways, doors etc. Kitchen Setup is not responsible for any product that will not fit the premises. If any product can not be delivered to the premises by the driver, the customer will be responsible for recurring costs associated with denied deliveries / re-deliveries and or restocking costs for any product returned to the supplier.

  • Standard freight will be quoted to you unless otherwise specified. This means direct from the manufacturer, door-step drop-off. The delivery driver may not negotiate stairs or difficult to access locations.
  • Free Shipping – If Free Shipping is specified, Standard Freight conditions apply i.e. will be doorstep drop-off only. Applies to Melbourne, Sydney, Brisbane, Gold Coast metro areas only.
  • 3rd party or specialist freighters may be required if your delivery has any special requirements. Based on your information supplied we will supply quotes on consultation with our freighters.
  • Shipping does not include unpacking or installation of equipment. Unpacking can be arranged by certain freighters at an additional cost but we must be notified of this requirement before a freight quote is accepted.

Delivery Time

Deliveries will be done during standard business hours (9 am – 5.00 pm Mon-Fri) only. Any orders placed on a Friday afternoon, public holiday or weekend will be processed the next business day. Delivery drop off times cannot be guaranteed. We endeavour to deliver and fulfill orders as quickly as possible, usually within 1-3 business days of payment received, however, please allow up to 12 days depending on your location.  We use our supplier freighters and trusted 3rd party freighters to provide the best price based on your delivery requirements. Delivery time is only an estimate supplied by the freight company and will usually be a specified “Morning” (8am – 12pm) or “Afternoon” (1:00pm – 5:30pm) on a specific date. We can request (from certain freighters only) to endeavor to deliver at a specified time or give us an expected time of arrival but we cannot guarantee their delivery times stated. If products in your order are from a number of different suppliers delivery times on products may vary and the entire order may not be delivered at the same time. No refunds will be given due to delayed delivery.

Payment

Kitchen Setup requires full payment to be in our bank account for the order to be processed with the manufacturer/supplier. Depending on your bank or method of payment, the length of time for funds to be received in our account may take up to 48 hours for direct deposit. Mobile PayID generally takes less than one minute. Credit cards can take up to 3 days. Payment receipts are not accepted as proof of payment, we must have received funds in our account. A refund can be processed for out of stock items and we will endeavour to have it back in your account within 48 hours.

Credit card payments made through the website are not captured until stock is confirmed, risk evaluation is approved and order is processed on our end. Funds will be held as available by your bank until the payment is captured when the order is processed or reversed when the order is cancelled. If a reversal is made payment is never captured by Kitchen Setup but your bank may take 1-7 days to show the funds as no longer on hold. In the case of a reversal you won’t see a refund credit on your statement – the original authorisation will drop off your statement after a few days. There will be no payment, and no refund. It’ll appear as if the whole transaction never happened. Contact your bank to confirm when the held funds are reversed. We have no control to expedite their process.

Orders placed using finance companies require full deposit prior to shipping if the finance company will not make payment prior. Deposit will be refunded directly to the account from which it was recieved once you have approved the delivery of items with the finance company and the finance company sends Kitchen Setup the remittance of approved payment.

Stock

Kitchen Setup does not hold stock or directly receive returns for the products listed on our website. All new products will be ordered from the manufacturer/suppliers directly. Stock may be held by some suppliers with a 25 -50% deposit but orders will not ship until the full payment has been processed. Occasionally there may be out-of-stock delays if an item quoted without deposit is sold-out by the manufacturer before your payment is received. In this case, we will notify you of any delays and give you an expected arrival time of new stock for your consideration or a refund will be offered. Firex item are custom orders and may around 12 week to be shipped. Full payment of any custom order is required before items will begin manufacture. 

Returns

If a product can not be delivered or needs to be returned to the supplier, a 30% (RRP) restocking fee will be charged by the suppliers + return shipping costs, It will be deducted from your refund and will only be processed once the supplier receives and approves the products resale value and refunds the remainder to our account. This fee applies to any product returned to a suppliers premises for re-stocking so please ensure any product ordered has suitable access and can be fitted in the intended space.

Damage

Damage to any equipment on arrival must be reported immediately so a warranty insurance claim can be processed by the supplier. To help ensure efficient warranty claims please photograph any damage. If there is visible damage to the packaging on arrival please photograph before unpacking. If the damage can be shown by the supplier to have occurred during transport an insurance claim may need to be made with the freighter. If organising your own pick up please ensure freighter has adequate insurance.