Shipping & Returns
Returns And Exchanges
Our policy lasts 20 days. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 20 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please visit our contact us page to send us a message.
Sale items:
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please go to our contact us page to send us a message.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping:
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You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To create a great trading environment and improve the services of Alacartekitchensonline.com, Alacarte Kitchens Online hereby issues this general return and refund policy. This Policy applies to all users on Alacartekitchensonline.com.
General Terms:
Alacarte Kitchens Online reserves the right to update the rules when necessary, and the updated version will be published on Alacartekitchensonline.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Alacarte Kitchens Online immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Alacarte Kitchens Online. Supplier would publish their own Return & Refund Policy on the product detail page. Alacarte Kitchens Online's policy shall prevail in case of conflict with supplier's policy.
For after-sales issues, buyers should file a return & refund request within 20days of the delivery date (except several suppliers whose after-sales period was agreed by Alacarte Kitchens Online). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Alacarte Kitchens Online buyer center, or by contacting Alacarte Kitchens Online customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Alacarte Kitchens Online's product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
Alacarte Kitchens Online shall not require supplier to accept after-sale request for "non-defective remorse returns", supplier has the right to accept or reject the request as his policy show as on the Alacarte Kitchens Online product page. Alacarte Kitchens Online will abide by the supplier's policy under this condition.
If supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Alacarte Kitchens Online's policy restriction, the "restocking & repacking fee" in total supplier deducted shall not exceed 35% of order total price.
Alacarte Kitchens Online shall not require suppliers on warranty, like whether to provide warranty or not, or the way of warranty handling with.
Alacarte Kitchens Online shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on supplier's policy or Alacarte Kitchens Online's policy, agree on refund or redelivery between supplier and buyer or others, supplier must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to the supplier or Alacarte Kitchens Online. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and or Alacarte Kitchens Online has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Alacarte Kitchens Online.
Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
| Return & Refund Type | Alacarte Kitchens Online Rules | ||
| For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Alacarte Kitchens Online will refund the order. | |
| The Return & Refund request is made within the stated processing time. | The supplier has 3 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 business days, Alacarte Kitchens Online will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | ||
| For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, Alacarte Kitchens Online will refund the order. | |
2. Goods Returned in Transit
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact the supplier via "Contact Seller" or contact Alacarte Kitchens Online customer service to request the supplier update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Alacarte Kitchens Online, the supplier should check the proof and give a response within 3 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Alacarte Kitchens Online is not showing the problem clearly, the proof is invalid, and the supplier/Alacarte Kitchens Online has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Alacarte Kitchens Online, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, the supplier should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, the supplier should redelivery within 5 business days of proof approval. Please note suppliers have the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6. Logistics Issues
6.1 Invalid tracking information
If Alacarte Kitchens Online verifies the tracking number is wrong, and the supplier fails to provide the correct one within 4 business days, Alacarte Kitchens Online will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Alacarte Kitchens Online, require supplier refund order within 3 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Alacarte Kitchens Online require supplier refund order within 3 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact help@Alacartekitchensonline.com or contact the supplier through their Alacarte Kitchens Online account with the order "Contact Message" option to solve the goods or logistics issue.
Alacarte Kitchens Online will try its best to assist buyers in these special circumstances in a timely manner. After notifying Alacarte Kitchens Online, Buyers should expect a decision from Alacarte Kitchens Online on these types of issues no later than two weeks.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Alacarte Kitchens Online to help deal with the after-sale issues.
