Refunds & Returns

Last updated 15 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your rights under provincial law

Consumer protection in Canada is set by each province and territory. The consumer protection law of the province or territory where you live applies to your purchase. Nothing on this page limits any right under that law that cannot be given up, and if this page and that law differ, the law wins.

15 days to change your mind

Canada has no general federal cooling-off period for an online purchase, so a change-of-mind return is our own policy. You can return a product within 15 days of the original purchase, for an exchange or a refund, whatever the reason: you found a better price, changed your mind, it does not fit, you no longer need it, or you ordered the wrong item. To start a return, email theteam@kitchenwarehouse.shop with your order number.

To be eligible, the product must have been bought from this website in the last 15 days, be in its original packaging, and come back with your receipt, order confirmation or other proof of purchase. You send it back using a tracked shipping service, at your own cost, to the warehouse your package was sent from. We refund the price you paid for the goods, back to the payment method you used, or as credit on your account if you would rather. The original shipping charge is not refunded on a change-of-mind return.

Returns and cancellations carry no extra charge from us: the only cost of a change-of-mind return is sending it back.

Nothing we sell is made to order

Everything we sell is a standard stock item, so the 15 day window covers an air fryer oven or a cookware set exactly as it covers the glassware, the utensils and the plates. If you are not sure whether a set will fit your cabinet or suit your cooktop, email us before you order and we will check it with you.

Faulty, not as described, damaged or incorrect items

Across Canada, sale of goods and consumer protection laws generally expect goods to be of merchantable quality, fit for their purpose and as described. If your order arrives faulty, not as described, damaged, with parts missing, or is not what you ordered, tell us straight away with your order number and a photograph of the item and the packaging. We will replace or refund it and cover the return shipping.

Orders that do not arrive

If your order does not arrive, email us and we will chase it with the courier. If it cannot be found, we will send a replacement or refund you in full.

Cancelling before shipping

Any order can be cancelled until it ships, and there is no charge for cancelling. Orders are handled within 24 to 48 hours of ordering, so if you need to change or cancel a paid order, contact us as soon as you can, ideally within 12 hours. Once packing and shipping have started, the order can no longer be cancelled and is handled as a return under the terms above.

How refunds are paid

We process refunds within 24 to 48 hours of receiving the returned item. Your card issuer or PayPal usually takes a few further business days to show the money in your account.

We cannot accept returns of items bought from a third-party retailer rather than from this website.

If something goes wrong

If you are unhappy with how a return has been handled, email caseresolution@customersupport.care with your order number and a person will look at it again from the start, under our Complaints Handling Policy.