Returns & Refunds
We want you to be completely satisfied with your purchase. If you are not, our returns process is straightforward. We comply fully with EU consumer rights legislation (Directive 2011/83/EU).
14-Day Return Window
From the date you receive your order
Free Return Shipping
We cover the return postage cost
Full Refund Guaranteed
Including original shipping costs
Return Conditions
To qualify for a return, items must meet the following conditions:
- ✓The item must be returned within 14 days of the delivery date.
- ✓The item must be unused and in the same condition as when you received it.
- ✓The item must be in its original packaging, including all accessories, manuals, and documentation.
- ✓The item must not show signs of installation, use, or modification.
How to Return an Item
Contact Support
Email returns@kitchenequipment.be or use the "Request Return" button in your order history. Include your order number and the reason for the return. Our team will respond within 1 business day.
Receive Your Return Label
We will send you a prepaid return shipping label by email. Print the label and attach it securely to the outside of the package.
Ship the Item Back
Drop off your parcel at any designated carrier point (detailed in the returns email). Keep your proof of postage until your refund is confirmed.
Refund Processed
Once we receive and inspect your return (typically 2–3 business days after receipt), your refund will be initiated to your original payment method within 14 days.
Refund Details
Once your return has been received and inspected, we will notify you by email. Your refund will be processed within 14 days of receiving the returned goods (we typically process refunds much faster — usually 2–3 business days after receipt).
Refunds are issued to the original payment method. The time it takes for the money to appear in your account depends on your bank or card issuer — typically 3–5 business days for card payments.
Original outbound shipping costs are refunded in full when you return an item under the right of withdrawal. If you are returning only part of an order, shipping costs will be refunded proportionally.
Exceptions to the Right of Return
The following items are not eligible for return under the standard 14-day right of withdrawal (in accordance with Article 16 of EU Directive 2011/83/EU):
- ✗Custom-made or personalised orders: Equipment manufactured or engraved to your specifications.
- ✗Hygiene-sealed items that have been opened: Such as certain food-contact accessories where the hygiene seal has been broken.
- ✗Perishable goods: Including biological cultures, starter kits, or temperature-sensitive consumables.
- ✗Digital content and software licences: Once the download or activation has commenced.
These exceptions do not affect your statutory rights in cases of faulty, damaged, or misdescribed goods.
Faulty or Damaged Goods
If your item arrives damaged or develops a fault within the warranty period, you have additional rights beyond the standard 14-day return window. Contact our support team at support@kitchenequipment.be with photos of the damage or a description of the fault. We will arrange a repair, replacement, or refund as appropriate, and return shipping will be fully covered by KEB.
Need to start a return?
Our team is here to help, Monday to Friday, 9:00–17:00 CET.