General Terms:
Curate in the Kitchen reserves the right to update the rules when necessary, and the updated version will be published on https://curateinthekitchen.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Curate in the Kitchen Shop immediately. All buyers are deemed to accept the rules if they are using the services provided by Curate in the Kitchen Shop. Curate in the Kitchen Shop's policy shall prevail.
For after-sales issues, buyers should file a return and refund request within 25 days of the delivery date. The period of return and refund request filed exceeds Curate in the Kitchen Shop 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 reaching out to curateinthekitchen@gmail.com to cancel the order. If the Curate in the Kitchen Shop cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Curate in the Kitchen Shop 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, Curate in the Kitchen Shop has the responsibility to offer the buyer a prepaid return label within 3 business days to return the damaged/broken goods. Curate in the Kitchen Shop should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Curate in the Kitchen Shop shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Curate in the Kitchen Shop will abide by the policy under this condition. If Curate in the Kitchen Shop accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under Curate in the Kitchen Shop's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Curate in the Kitchen Shop shall not require a warranty, like whether to provide a warranty or not, or the way of warranty handling with. Curate in the Kitchen Shop shall restrict the refund time and redelivery time under the condition, including but not limited to the order should be refunded based on the policy, agreeing on refund or redelivery between Curate in the Kitchen Shop and buyer or others, Curate in the Kitchen Shop 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 Curate in the Kitchen Shop. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Curate in the Kitchen Shop has the right to reject the return and refund request.Whether the evidence is compelling or not will ultimately be determined by Curate in the Kitchen Shop 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 Curate in the Kitchen Shop Rules.
For Unshipped Orders
The return and refund request is made after the stated processing time. Curate in the Kitchen Shop will refund the order. The return and refund request is made within the stated processing time. Curate in the Kitchen Shop has 3 business days to process the request after the buyer submits it. If Curate in the Kitchen Shop fails to process (accept or reject) the refund request within 3 business days, Curate in the Kitchen Shop 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 and refund request is made after the order has shipped. Curate in the Kitchen Shop has 10 business days to process the request after the buyer submits it. If Curate in the Kitchen Shop fails to process (accept or reject) the refund request within 10 business days, Curate in the Kitchen Shop will refund the order.
2. Goods Returned in Transit
If the package is sent back to Curate in the Kitchen Shop during transit for any reason, and the buyer applies for a refund, Curate in the Kitchen Shop should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Curate in the Kitchen Shop 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 the buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Curate in the Kitchen Shop should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Curate in the Kitchen Shop if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Curate in the Kitchen Shop will make a refund, resend, or accept the return for any of the following cases:
3a. Orders Delayed.
Orders are lacking tracking information, in transit, pending, or expired 45 days after orders departed from Curate in the Kitchen Shop warehouse.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Curate in the Kitchen Shop will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
3b. Orders not Received.
Curate in the Kitchen Shop will not handle the refund or resend if the tracking information shows the order has been delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
1) Incorrect/insufficient address
2) No such number
3) Unknown recipient
4) Refused
5) Do not pick up in time
6) No safe delivery location
g) Uncleared customs
h) Others
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Curate in the Kitchen Shop takes no responsibility if products have been lost.
b. Curate in the Kitchen Shop cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3c. Products Damaged.
Curate in the Kitchen Shop offers a full refund or a replacement if the packages arrived are badly damaged.
Curate in the Kitchen Shop offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Curate in the Kitchen Shop cannot offer any refunds or other after-sale services due to the long-distance international delivery.
c. For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.
3d. Incorrect or Missing Products.
Curate in the Kitchen Shop has a strict quality control process before products are dispatched. Curate in the Kitchen Shop will deal with incorrect or missing products as follows:
a. For incorrect products, Curate in the Kitchen Shop offers a full refund or replacement.
b. For products in the wrong color, size which doesn't affect product function, etc., Curate in the Kitchen Shop offers a refund or resend if you provide a screenshot of your complaint including name, content, and date.
c. For parts missing that don't affect product function, Curate in the Kitchen Shop may refund partially or resend the missing part; for parts missing that affect product function, Curate in the Kitchen Shop will resend the product only.
d. For accessories, Curate in the Kitchen Shop will resend the accessories.
Notes:
For a size problem, Curate in the Kitchen Shop would appreciate it a lot if you could measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
3e. Orders Cancellation.
For order cancellations, Curate in the Kitchen Shop offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, pre-order inventory orders cannot be canceled as they are special products and are only available for you.
c. After payment, video and photo orders cannot be canceled as Curate in the Kitchen Shop has planned and prepared for you after receiving payment.
4. Wrong Receipt Information
If the buyer puts the wrong receipt information on an order, the buyer should contact us via curateinthekitchen.com/contact-us to request us to update the order with the correct receipt information.
Please note that receipt information correction or order cancellation is 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, Curate in the Kitchen Shop 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 the 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), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Curate in the Kitchen Shop, Curate in the Kitchen Shop should check the proof and give a response within 3 business days.
If the proof checked by Curate in the Kitchen Shop does not show the problem clearly and/or if the proof checked by Curate in the Kitchen Shop does not show the problem clearly, the proof is invalid, and the Curate in the Kitchen Shop has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by Curate in the Kitchen Shop, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, Curate in the Kitchen Shop 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, Curate in the Kitchen Shop should refund the order within 3 business days of the refund request.
If proof is valid, and the buyer requests redelivery, Curate in the Kitchen Shop should redelivery within 5 business days of proof approval. Please note Curate in the Kitchen Shop has the right to refund an order if the redelivery products have no stocks, or buyers can reorder products when the products are restocked.
Incorrect or Missing Products
Curate in the Kitchen Shop has a strict quality control process before products are dispatched. Curate in the Kitchen Shop will deal with incorrect or missing products as follows:
a. For incorrect products, Curate in the Kitchen Shop offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Curate in the Kitchen Shop offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which don't affect product function, Curate in the Kitchen Shop may refund partially or resend the missing part; for parts missing which affect product function, Curate in the Kitchen Shop will resend the product only.
d. For accessories, Curate in the Kitchen Shop will resend the accessories.
Notes:
For size problems, Curate in the Kitchen Shop will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Curate in the Kitchen Shop may not refund the product cost.
b. Any disputes arising from bad quality, Curate in the Kitchen Shop may not accept as the supplier is not Curate in the Kitchen Shop.
c. For service products without Curate in the Kitchen Shop quality checking inspection, Curate in the Kitchen Shop may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Curate in the Kitchen Shop verifies the tracking number is wrong, and Curate in the Kitchen Shop fails to provide the correct one within 4 business days, Curate in the Kitchen Shop 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 the label is created showing on a logistic website, and the buyer applies for a refund, Curate in the Kitchen Shop requires a 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 Curate in the Kitchen Shop fails to provide any valid tracking updated info, the buyer may apply for a refund. Curate in the Kitchen Shop requires a 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.6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Curate in the Kitchen Shop lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
6.5 Force Majeure
Curate in the Kitchen Shop takes no responsibility for any product damage or shipping delay caused by but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Curate in the Kitchen Shop will notify you by Curate in the Kitchen Shop via Email regarding delays
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall https://curateinthekitchen.com/contact-us Curate in the Kitchen Shop will try its best to assist buyers in these special circumstances in a timely manner. After notifying Curate in the Kitchen Shop, Buyers should expect a decision from Curate in the Kitchen Shop on these types of issues no later than two weeks. Curate in the Kitchen Shop takes no responsibility for any product damage or shipping delay caused by but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Curate in the Kitchen Shop will notify you by email.
Return
a. If you want to return the products, please email Curate in the Kitchen Shop and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Curate in the Kitchen Shop.
Orders Cancellation
For orders cancellation, Curate in the Kitchen Shop offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, pre order inventory orders cannot be canceled as it is special products and only available for you.
Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable
Unacceptable Disputes
Curate in the Kitchen Shop shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it
b. The product description is not real
c. Products smell unusual
d. The buyer ordered the wrong items or SKU
e. The shipping address was provided incorrectly
f. Product difference was negotiated in advance
g. Tracking information deleted by logistics companies or local post offices
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Curate in the Kitchen Shop to help deal with the after-sale issues.
