Cancellations & Refunds
At The Kitchen Vault Co., we are committed to providing some of the most customer-friendly return policies in the industry. You may cancel your order at any time before shipment at no cost (exceptions apply, such as custom orders—see details below).
If you have any questions, please contact us via email at support@thekitchenvaultco.com or call (810) 692-5305.
Cancellations (Before Order Ships)
To cancel an order, please contact us as soon as possible to ensure a full refund before the order leaves our warehouse. You may reach us during business hours at (810) 692-5305, through the chat feature in the bottom right corner, or by emailing support@thekitchenvaultco.com at any time.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded, as these items are produced specifically to your specifications. Once an order is placed, production begins immediately. Your warranty ensures you will receive a fully functional product. If you are uncertain whether your order is custom or made-to-order, please contact us before placing your order. All sales are final for custom and made-to-order products.
Refunds and Returns
Exchanges may be accommodated; however, customers are responsible for all shipping costs incurred during the return or exchange process. Not all products are eligible for return once shipped. As we source products directly from the manufacturer, if the manufacturer does not accept returns, we cannot process a return for you. Eligibility varies by product; please contact us for brand-specific return policies. Due to rising freight and LTL shipping costs, outright returns will incur a 25% cancellation fee plus return shipping charges. If you are exchanging for another product, we may be able to assist with some of these costs depending on the item. Customers have 30 days from the date of delivery to initiate a return, unless the specific brand’s return policy states otherwise. In such cases, the brand’s policy will take precedence over our general policy.
Shipping Times
We make every effort to deliver your order promptly. Estimated shipping times are provided on product pages based on supplier and carrier information, but may change without notice due to supply chain delays, raw material shortages, high freight demand, and other external factors. While we understand delays can be frustrating, they are often beyond The Kitchen Vault Co.’s control. We appreciate your patience and understanding.
Please Read the Following
By purchasing from The Kitchen Vault Co., you acknowledge the following terms of the Exchange Agreement:
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I understand I must inspect the package upon delivery, document any damage with photos, and report it to The Kitchen Vault Co. within 24 hours.
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I understand I am responsible for return shipping costs and the cost of shipping replacement products.
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I understand products must be returned unopened and unused; restocking fees may apply.
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I understand that once my order has shipped, I am no longer eligible for a full refund.
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I understand that if I return my order after shipment, I am responsible for all return shipping and restocking fees (typically around 20%).
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I understand that shipping dates provided are estimates and may change due to factors outside The Kitchen Vault Co.’s control.
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I agree not to cancel my order or file a chargeback solely due to shipping delays or changes to estimated delivery dates caused by external manufacturing or logistical factors.
Damages
Inspect all packages upon delivery. Any damage must be noted at the time of signature. For damaged items, send photos of the product, box, and SKU, along with a description, to support@thekitchenvaultco.com within 24 hours of receipt. Freight damage claims require photo/video documentation within 24 hours. Visible damage, including punctures, must also be reported within this timeframe.
Warranty
Warranties vary by manufacturer. Please refer to individual product pages for details. Warranty coverage applies to defects or issues arising over time through normal use and does not apply to damages not reported within 30 days of delivery.
Returns
Unless otherwise stated on a product page, customers are responsible for all return shipping and reconsignment fees resulting from customer error. Most of our products include a warranty guarantee, ensuring you receive a fully functional product without additional cost to you.
BOGO Promotions
For BOGO promotions, both items must be returned for a full refund. If only one item is returned, you will receive either a replacement or store credit equivalent to the value of the individual purchase. If your order has shipped, you will be responsible for actual return shipping charges and, depending on the manufacturer, any applicable restocking fees. Refunds are issued only to the original payment method. All customers acknowledge that they have read, understood, and accepted the terms outlined herein.
Chargebacks
Our customer service team is here to help resolve any issues promptly. We strive for fairness in all policies and are committed to finding the best solutions for our customers.
Filing a fraudulent chargeback constitutes theft and may result in criminal liability. If you have not received your product or have an issue with it, please get in touch with us so we can resolve the matter without the need for a chargeback.
Contact Information
Business Name: The Kitchen Vault Co.
Email: support@thekitchenvaultco.com
Phone Number: (810) 692-5305
Customer Service Hours: Mon–Fri, 9:00 AM–5:00 PM EST
