Returns & Refunds

To set up a return, please contact us at or give us a call at 1-855-548-2459 and our customer service team will assist you.

Good-stock Returns:

You may return an item(s) for a refund of the merchandise total within 60 days of delivery. Call our Customer Service Department, so we can contact a carrier to schedule a pick-up for the item(s). Return credits are typically issued within 48 hours once the item(s) is received and inspected.

Please note, returns for refunds requested before 30 days from the delivery date are subject to the shipping return charges outlined below. Returns between 31 and 60 days face an additional 20% restocking fee based on the original purchase price. All returns and refunds are subject to the following shipping fees:

Parcel orders up to $300: $50 return shipping fee
Parcel orders over $300: $100 return shipping fee
Freight shipments up to 299 pounds: $200 return shipping fee
Freight shipments of 300-399 pounds: $300 return shipping fee
Freight shipments of 400-499 pounds: $400 return shipping fee
Freight shipments over 500 pounds: $500 return shipping fee

Accessories such as chimneys, extensions, crown moldings, trim kits, etc., are not eligible for returns.

Returns/Reships/Exchanges due to shipping damage:

Prior to shipping, all products are individually inspected to verify they leave our facilities in brand-new condition. If your item(s) arrived damaged, we can arrange for a prompt replacement given adequate time to file a claim with the carrier. Products should be inspected upon delivery and any damage should be reported immediately.

Kitchly requires notification of damage within 5 days of receiving the product. Reporting of shipping damage must include at least 3 photographs clearly showing the damaged item and/or shipping container, and the tracking number for the order. Box damage does not count. The box must be opened and clear evidence of product damage needs to be apparent. Additional photographs and/or videos showing defective products may be required to process a replacement.

Please note, failure to report shipping damage on a product within 5 business days of delivery may result in additional shipping fees for returns, reships and exchanges. Claims reported after 5 days may also be subject to denial.

Returns/Reships/Exchanges due to concealed damage:

If your item(s) arrive with concealed damage, Kitchly can arrange for a prompt replacement given the box itself has no damage. We require notification of concealed damage within 30 days of receiving the product.

Returns, reships, and exchanges for concealed damage can be facilitated between 31 and 60 days following the date of delivery, but shipping fees will be applied in line with the pricing/carrier guidelines listed above.

Before installing your unit, please test for proper functionality by plugging it in and testing for functionality. If the unit does not work, please contact customer service right away by or give us a call at 1-855-548-2459. Please note, Kitchly does not accept exchanges or returns on damaged products once the product has been fully installed or used.

If you are missing pieces of your shipment, this must also be reported within 30 days of receiving the product, which gives our team time to file a claim with the carrier.

Parts requests for partially damaged shipments will be processed free of charge until 60 days following the date of delivery for select components. If reported more than 60 days following the date of delivery, parts needed to replace those damaged in shipping will need to be purchased.

Returns requested more than 60 days following the date of delivery will not be accepted.

Freight return policy:

When you sign for delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. We will order a replacement as soon as we confirm that the package is being returned to our facility.

If you have already accepted the package and notice missing or damaged parts, please contact us within 30 days and we will ship replacement parts free of charge. If we cannot replace the parts, a carrier will pick up the original package and we will send you a full replacement, assuming Kitchly was notified with enough time to file a claim with the carrier (30 days).

If your product has a manufacturer's defect, we can either replace the defective part, or, if necessary, the entire unit.

All returns must have return authorization prior to shipment. Shipping charges, customs duties, brokerage fees, and local taxes are not refundable. Special-order items or altered items cannot be returned.