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
Deliveries will be done during standard business hours (9 am – 5.00 pm Mon-Fri) only. Any orders placed on a public holiday or weekend will be processed the next business day. 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 for more remote locations. 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” (1pm – 5pm) on a specific date. We can request (from certain freighters only) to deliver at a specified time or give us an expected time of arrival but we cannot guarantee any 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.
Kitchen Setup requires payment to be in our bank account for the order to be processed with the manufacturer/distributor. Depending on your bank or method of payment, the length of time for funds to be received in our account may take up to 24 – 48 hours for direct deposit. Mobile PayID generally takes less than one minute but may take 24 hours. Credit card payments can take up to 3 days to clear. 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 cancel payment or return funds back to your account within 48 hours of it being received.
Credit card payments made through the website are not captured until stock is confirmed, risk evaluation is approved and the order is processed on our end. Funds will be held by your bank until the payment is captured when the order is processed – or canceled. In case of a cancellation, a reversal is made so payment is never captured by Kitchen Setup, however your bank may take up to 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. It will appear on your statement 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 a full deposit prior to shipping if the finance company will not make payment prior. The deposit will be refunded directly to the account from which it was received once you have confirmed the delivery of items with the finance company and the finance company sends Kitchen Setup the remittance of approved payment.
Kitchen Setup does not hold stock or directly receive returns for the products listed on our website. All products will be shipped and returned to the manufacturer/distributor directly. Payment is required for stock to be held or reserve any items on back-order, to be shipped on arrival. Occasionally there may be out-of-stock delays. If an item is quoted without payment it may be sold 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 and custom orders generally take around 12 weeks to be shipped. Full payment of any custom order is required before production will begin with the manufacturer.
Shipping & Delivery Quotes
Kitchen Setup will provide a 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 / basic freight will be quoted to you unless otherwise specified. This means direct from the manufacturer, door-step drop-off. The delivery driver may at their discretion, help with the unloading of the goods into easy-to-access premises but will not negotiate stairs or difficult-to-access locations. For large bulky items it is advised you have able body persons to assist if necessary
- 3rd party or specialist freighters may be required if your delivery has any special requirements. Based on the information supplied we will supply quotes in consultation with our freighters.
- Shipping does not include unpacking or installation of equipment. Unpacking may be arranged by certain freighters in certain locations but will be at an additional cost and we must be notified of this requirement before a freight quote is accepted. Freighters will not dispose of packaging or shipping crates.
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 distributor + 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 supplier’s premises for re-stocking so please ensure any product ordered has suitable access and can fit in the intended space.
Damage to any equipment on arrival must be reported immediately so a warranty insurance claim can be processed by the distributor. To help ensure efficient warranty claims please photograph any damage. If there is visible damage to the packaging on arrival please photograph it 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 the freighter has adequate insurance.
With all that said we rarely have any issues when it comes to happily fulfilling orders. However please call us if you have any queries or concerns regarding the Delivery, Payment, Stock or Return info provided above prior to placing your order.