Refund policy

 

Last Updated: June 2026

At Kitchen Trade™, we want you to be satisfied with your purchase. If something isn't right, we're here to help.

Kitchen Trade™ is a division of SilverCloud Trading (Pty) Ltd, a registered South African company. This policy outlines the process and conditions for returns, exchanges, and refunds for products purchased through www.kitchentrade.co.za.

Returns Eligibility

We accept return requests under the following conditions:

  • Your return request is submitted within 14 days of receiving the product.
  • The product is unused, undamaged, and in its original packaging.
  • The product remains in a resalable condition.
  • You provide proof of purchase, such as an order number or invoice.

Non-Returnable Items

The following products are generally not eligible for return unless defective, damaged on arrival, or supplied incorrectly:

  • Clearance or end-of-line products.
  • Custom-manufactured products.
  • Special-order products.
  • Products specifically imported or procured for a customer.
  • Products that have been installed, used, altered, or damaged after delivery.
  • Products returned without original packaging.

Refunds

Once the returned product has been received and inspected, we will notify you of the outcome via email.

If approved, refunds will be processed to the original payment method within 5–7 business days.

Please note:

  • Original delivery charges are non-refundable unless the return is due to our error.
  • Refund processing times may vary depending on your payment provider or banking institution.
  • If a return is rejected following inspection, we will notify you and arrange return of the product at your expense.

Exchanges

Should you require a different product, we are happy to assist.

Please contact us before returning the original item so that we can confirm stock availability and guide you through the exchange process. Exchange requests remain subject to the return eligibility conditions outlined above.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the product is defective, damaged on arrival, or supplied incorrectly.
  • We recommend using a trackable courier service, as Kitchen Trade™ cannot be held responsible for returns lost in transit.
  • Where a return is the result of our error, we will arrange collection or cover reasonable return shipping costs.

Damaged, Faulty, or Incorrect Products

If your order arrives damaged, faulty, incomplete, or incorrect, please notify us within 48 hours of delivery.

To assist us in resolving the matter quickly, please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging where applicable.

We will investigate the matter promptly and work with you to provide a suitable resolution.

How to Start a Return

  1. Email info@kitchentrade.co.za with your order number and reason for return.
  2. Our team will review your request and confirm whether the product qualifies for return.
  3. We will provide return instructions and the appropriate return address or collection arrangements where applicable.
  4. Once the returned item has been received and inspected, we will process the approved refund or exchange.

Returns Processing Address

Kitchen Trade™
A Division of SilverCloud Trading (Pty) Ltd
28 French Lane
Sandton, Johannesburg
2196
South Africa

Contact Us

For any questions regarding returns, exchanges, or refunds, please contact us:

Email: info@kitchentrade.co.za
Telephone: +27 61 699 5474

Consumer Rights

Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008 of South Africa or any other applicable consumer protection legislation.