Refund policy

 

Last Updated: July 2026

Kitchen Trade™ is a division of SilverCloud Trading (Pty) Ltd. This policy applies to products purchased through www.kitchentrade.co.za and explains the conditions under which return, refund, exchange and warranty requests will be considered.

Kitchen Trade supplies commercial catering equipment, tableware, utensils and related products. Customers are responsible for carefully checking product descriptions, dimensions, specifications, quantities and suitability before placing an order.

Placing an order does not create an unrestricted right to return goods because the customer has changed their mind, ordered incorrectly, no longer requires the goods, or because their own customer has cancelled an order.

Return Authorization Required

No product may be returned without prior written authorisation from Kitchen Trade.

A return request does not mean that the return has been accepted or that a refund or credit has been approved.

Any preliminary approval issued by Kitchen Trade is only an authorisation to return the goods for inspection. Final acceptance remains subject to inspection after the goods have been received.

Goods returned without prior written authorisation may be refused or returned to the customer at the customer’s cost.

Change-of-mind and customer-caused returns

Where a customer wishes to return goods because:

  • the customer changed their mind;
  • the customer ordered the incorrect product, size, quantity, colour or model;
  • the customer no longer requires the goods;
  • the customer’s client cancelled or changed an order;
  • the product is no longer suitable for the customer’s intended project;
  • the customer ordered multiple alternatives intending to retain only some of them; or
  • the return is otherwise unrelated to a defect, damage, incorrect supply or Kitchen Trade error,

the return will only be considered where all the following conditions are met:

  • The return request is submitted in writing within seven calendar days after delivery.
  • The product has not been used, tested, installed, assembled, connected, filled, washed or operated.
  • The original manufacturer’s packaging is completely unopened.
  • Any seals, straps, shrink-wrapping or protective packaging remain intact and unbroken.
  • The packaging is clean, undamaged and suitable for resale as new.
  • All labels, serial numbers, manuals, accessories and components remain intact.
  • The product was not manufactured, imported, ordered or procured specifically for the customer.
  • The product is not listed as non-returnable under this policy.
  • Kitchen Trade approves the return in writing before the product is dispatched.

Opening the manufacturer’s packaging, breaking a seal, removing shrink-wrapping or otherwise disturbing the original packaging may make a change-of-mind return ineligible.

Kitchen Trade reserves the right to decline any discretionary return that does not satisfy these requirements, subject always to applicable law.

Return Period

Change-of-mind return requests must be submitted within seven calendar days after the date on which the customer receives the goods.

Requests received after this period will generally not be accepted unless the return relates to a defect, warranty issue, incorrect item supplied, delivery damage or another right arising under applicable law.

Notification of delivery damage, shortages, incomplete deliveries or visibly incorrect goods must be submitted within 48 hours after delivery so that the matter can be investigated with the courier and supplier.

The 48-hour reporting requirement does not remove any rights that cannot legally be excluded.

Evidence Required

Customers requesting a return must provide:

  • The Kitchen Trade order number or invoice number.
  • The product code, description and quantity to be returned.
  • The reason for the return.
  • Clear photographs of every side of the unopened manufacturer’s packaging.
  • Photographs showing all seals, labels, barcodes and product identification.
  • Photographs of the outer courier packaging.
  • Photographs showing any damage, where applicable.
  • Any additional information reasonably requested by Kitchen Trade.

Kitchen Trade may decline to issue return authorisation until sufficient information has been provided.

Return Transport and Risk

For change-of-mind, incorrect-order, project-cancellation or other customer-caused returns:

  • The customer is responsible for arranging and paying all return transport costs.
  • The original delivery charge is not refundable.
  • Any additional collection, insurance, handling or redelivery cost is for the customer’s account.
  • The goods remain at the customer’s risk until they have been delivered to and accepted by Kitchen Trade.
  • The customer must use a trackable and appropriately insured courier service.
  • Kitchen Trade is not responsible for goods lost or damaged during return transport arranged by the customer.

Where a return results from an incorrect product supplied by Kitchen Trade, verified transit damage or another Kitchen Trade error, Kitchen Trade will arrange collection or cover reasonable return transport costs where legally required.

Inspection of return Goods

All returned goods are inspected after receipt.

Return authorisation does not guarantee a refund, exchange or store credit.

Kitchen Trade may reject a discretionary return where inspection shows that:

  • The box or manufacturer’s packaging has been opened.
  • A seal, strap, shrink-wrap or security label has been broken.
  • The packaging is torn, marked, dented, wet, dirty or otherwise damaged.
  • The goods have been used, tested, installed, connected, assembled or altered.
  • Protective films or coverings have been removed.
  • Parts, accessories, manuals, inserts or packaging are missing.
  • The product or packaging differs from the photographs submitted.
  • The product is no longer in new and fully resalable condition.
  • The goods were damaged during return transport.
  • The returned quantity does not correspond with the authorised return.

Where a return is rejected after inspection, the customer must arrange and pay for collection or redelivery of the goods.

Refunds and Store Credit

Where Kitchen Trade accepts a qualifying statutory return, the refund will be processed in the manner required by applicable law.

Where Kitchen Trade accepts a discretionary return that does not arise from a statutory return right, defect, incorrect supply or Kitchen Trade error, Kitchen Trade may, where legally permissible:

  • Issue store credit to the customer’s Kitchen Trade account;
  • Offer an exchange; or
  • Approve another resolution in writing.

Any store credit will:

  • Apply only to the approved value of the returned goods;
  • Exclude the original delivery charge;
  • Exclude return courier costs;
  • Exclude collection, handling or redelivery charges;
  • Be available for use against a future Kitchen Trade purchase; and
  • Not be redeemable for cash unless required by law.

No credit or refund will be processed until the goods have been received, inspected and formally accepted by Kitchen Trade.

For statutory electronic-transaction cancellations, applicable law provides for the required refund within the prescribed period.

Non-refundable Costs

Unless the return arises from a Kitchen Trade error or applicable law requires otherwise, the following are non-refundable:

  • Original delivery charges;
  • Express, priority or special delivery charges;
  • Return courier charges;
  • Insurance charges;
  • Installation or commissioning charges;
  • Call-out charges;
  • Assembly charges;
  • Handling charges already incurred;
  • Payment-provider or finance charges that cannot be recovered; and
  • Costs incurred in sourcing, transferring or preparing the product for dispatch.

Only the approved value of the returned goods will be considered for refund or credit.

Non-Returnable Products

The following goods are not eligible for discretionary return unless defective, damaged on arrival, supplied incorrectly or otherwise returnable under applicable law:

  • Special-order products;
  • Products specifically procured for a customer;
  • Custom-manufactured or customised products;
  • Products imported specifically for a customer;
  • Clearance, discontinued or end-of-line products;
  • Goods sold as demo, shop-soiled or imperfect stock;
  • Products that have been opened, used, installed, assembled or tested;
  • Products without complete original packaging;
  • Products with broken manufacturer seals;
  • Hygiene-sensitive products;
  • Food-contact products that have been opened or used;
  • Consumables;
  • Spare parts, electrical components and replacement components ordered against customer-supplied information;
  • Cut-to-size or made-to-measure products; and
  • Products that cannot reasonably be resold as new.

Defective of Faulty Goods

Where goods are alleged to be defective, the customer must stop using the product and submit a fault report containing:

  • The order or invoice number;
  • The product code and serial number;
  • A full description of the fault;
  • Photographs and videos showing the issue;
  • Details of installation, electrical, water or gas connections where relevant; and
  • Any further information requested by Kitchen Trade or the manufacturer.

Fault claims may be subject to assessment by Kitchen Trade, the supplier, manufacturer or authorised service agent.

Incorrect, Damaged or Incomplete Deliveries

Customers must inspect deliveries promptly.

Where an order arrives visibly damaged, incomplete or incorrect, the customer should:

  • Record the issue on the courier delivery document where possible;
  • Photograph the packaging before opening it;
  • Retain all packaging;
  • Notify Kitchen Trade within 48 hours; and
  • Avoid using or installing the goods.

Kitchen Trade will investigate the claim and advise the customer of the appropriate remedy.

Exchanges

Exchanges are not automatic.

A customer requiring a different product must first complete the return process. Replacement stock will only be reserved after Kitchen Trade confirms availability and any price difference, delivery cost and other charges have been paid.

An exchange request caused by the customer ordering incorrectly remains subject to all change-of-mind return conditions, including the unopened-packaging requirement.

How to Submit a Return Request

Email: info@kitchentrade.co.za

The email must include all information and photographs required by this policy.

Kitchen Trade will assess the request and, where appropriate, issue written return authorisation and return instructions.

Customers must not send products to Kitchen Trade before receiving written authorisation.

Return Address

The correct return address will be supplied as part of the written return authorisation.

Customers should not assume that goods must be returned to Kitchen Trade’s registered or administrative address, as some returns may need to be directed to a supplier, warehouse or service centre.

Business and Reseller Purchases

Where goods are purchased for resale, commercial use, onward supply or fulfilment of a customer or project order, the purchaser remains responsible for its own customer’s cancellation or change of mind.

The cancellation of the purchaser’s downstream order does not automatically entitle the purchaser to return goods to Kitchen Trade.

Any return accepted in these circumstances is discretionary and remains subject to this policy and applicable law.

Abuse of Return Process

Kitchen Trade reserves the right, where legally permissible, to decline discretionary returns, restrict future purchases or require additional verification where a customer demonstrates a pattern of:

  • Ordering multiple alternatives with the intention of returning most of them;
  • Excessive or repeated change-of-mind returns;
  • Providing inaccurate return information;
  • Returning goods different from those supplied;
  • Damaging packaging or products;
  • Abusing promotions or delivery services; or
  • Otherwise using the returns process in a manner inconsistent with normal purchasing behaviour.

Consumer Rights

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African legislation.

Where this policy conflicts with a mandatory legal right, the mandatory legal provision will apply.