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ONE STOP KITCHENWARE

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Refund and Returns Policy

‌Effective Date: 16 August 2026‌
ONE STOP KITCHENWARE LTD (“we”, “us”, “our”) operates our official kitchenware e-commerce platform at www.oskitchenware.com. This policy outlines the standardized, fair terms for all product return and exchange requests submitted by customers who purchase our kitchen textiles, kitchen tools and related home goods through our website. All terms below are designed to protect both our legitimate operational rights and the shopping rights of our customers, in full compliance with UK Consumer Rights Act 2015 and applicable British retail regulations. We explicitly emphasize that ‌no standalone “refund only” request will be approved under any circumstances‌ except for the very limited situations clearly specified in this policy. All customers are required to read and understand this policy fully before placing an order, and the act of submitting an order on our platform confirms your full acceptance of all terms laid out in this document.

For any inquiries related to return arrangements, policy clarifications or order status checks, you may reach our after-sales team through the following official channels:

  • Contact email: lumine@oskitchenware.com
  • Support telephone line: +44 20 8597 5161
  • Postal address: 962 Eastern Avenue, Newbury Park, Ilford, Essex, IG2 7JD, United Kingdom

1. Core Ground Rule: No Standalone Refund Only Requests

We strictly enforce a no refund-only policy for all completed, correctly fulfilled orders. This means we will never process a 100% or partial refund for any order where the customer retains full possession of the ordered products, no matter the stated reason. We implement this rule to eliminate fraudulent abuse of return mechanisms, ensure fair pricing for all our customers by avoiding unnecessary operational losses that would otherwise drive up product costs, and uphold equal and transparent after-sales standards for every shopper on our platform. Any request that asks for a full or partial refund while the customer keeps the purchased items will be immediately denied by our after-sales team, and we will not process any corresponding fund return for such requests. The only two rare exceptions where a standalone refund may be approved are: (1) the ordered product is confirmed by our quality team to have an irreparable, severe manufacturing defect that cannot be resolved even after a replacement unit is sent, and returning the defective item would impose unreasonable extra cost and risk on the customer; (2) we have permanently discontinued the exact SKU you ordered, and are completely unable to ship the correct product you purchased, with no equivalent substitute available. Even in these two extremely limited scenarios, our after-sales team will conduct a full, multi-step verification of the situation before approving any standalone refund application.

2. Eligibility Criteria for Return and Exchange Applications

To submit a valid return request, your application must meet all the following eligibility requirements to be processed smoothly:

  • All return requests must be submitted to our after-sales team within 30 calendar days counted from the date when you receive the ordered products. Any request submitted beyond this 30-day window will not be accepted for return processing.
  • All returned products must be in their original, unused, unwashed and fully resellable condition, with all original packaging, attached labels, user manuals and free promotional accessories that came with the order fully intact and not damaged. Products that show obvious signs of usage, stains, scuffs, alterations, water damage or improper operation damage will not be eligible for return.
  • You must provide clear, real photographic or video evidence to prove the issue with the product when submitting your return application. Valid evidence includes images of damaged packaging, clear shots of manufacturing defects, proof of missing items from the delivered parcel, or other verifiable materials that support the reason for your return request.
  • Products that are customized, embroidered or personalized according to your exclusive requirements, or products marked as final sale and non-returnable on their respective product listing pages, are not eligible for return, unless the items are confirmed to have unforeseen severe manufacturing defects that were not disclosed prior to purchase.
  • Return requests for products that were damaged due to improper installation, misuse, improper storage, accidental man-made damage, or normal wear and tear from long term daily use will not be approved.

3. Standard Return Process Flow

All eligible return requests are processed following the standardized workflow below to ensure efficiency and transparency:

  1. Submit your return application with all required supporting evidence to our after-sales team via email or our website official contact form. Our team will review your submission and send you a formal confirmation along with our designated authorized return address within 3 working days. Please note that we do not accept any parcels sent to addresses other than the official return address provided by our after-sales team.
  2. Ship the eligible returned product back to us using a trackable, insured courier service, and send us the tracking number of the return parcel after you dispatch it. For return requests caused by our side errors including wrong product delivery, missing items or confirmed manufacturing defects, we will provide you with a pre-paid return shipping label to cover all the return delivery costs. For voluntary returns where you change your mind about the purchased items after receiving them, you will be responsible for covering all the return shipping fees yourself.
  3. Our quality inspection team will carefully examine the returned items within 5 working days after we sign for the return parcel. Once we confirm the returned products meet all our return eligibility standards, we will process your requested exchange first: we will arrange the shipment of the new correct or replacement item immediately, and notify you of the new parcel tracking number once it is dispatched. Only in the rare scenarios where no qualified replacement product is available will we process a corresponding refund to your original payment method, after we complete the full inspection of the returned goods.
  4. For approved exchange cases, the delivery time of the replacement product follows the same standard shipping timeline of our regular new orders, and you do not need to pay any extra fees for the dispatch of the replacement item. For approved refund cases, the fund will be returned to your original payment account within 7 to 14 working days, depending on the processing speed of your issuing bank or payment service provider.

4. Important Additional Terms

We reserve the right to reject any return request that we reasonably suspect to be fraudulent, abusive or violating this policy. If multiple repeated return requests from the same account are found to violate our no refund-only rule or break the terms of this policy, we retain the right to restrict or permanently suspend the shopping access of the relevant account. We will never approve any partial refund requests while customers keep the ordered products, including but not limited to requests for discounts for minor cosmetic flaws that do not affect normal product usage, unless we reach a mutually agreed special solution with you after joint assessment of the actual situation. This policy forms a legally binding supplement to our website Terms of Service, and any disputes related to returns and refunds will be resolved under the jurisdiction of the relevant courts in the United Kingdom. If you have any questions about any terms of this policy, contact our after-sales team for clarification before you submit any return application.