General Terms:
Prema-Kitchen reserves the right to update the rules when necessary, and the updated version will be published on prema-kitchen.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Prema-Kitchen immediately. All buyers are deemed to accept the rules if they are using the services provided by Prema-Kitchen. Prema-Kitchen's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. The period of Return & Refund request filed exceeds, Prema-Kitchen reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Prema-Kitchen via premakitchenco@gmail.com.
If Prema-Kitchen cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Prema-Kitchen has the right to cancel and refund the order.
Prema-Kitchen shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Prema-Kitchen will abide by the policy under this condition.
--Return & Refund Type Prema-Kitchen Rules:
-For Unshipped Orders:
Prema-Kitchen will refund the order if the Return & Refund request is made within the stated processing time.
-For Shipped Orders:
The Return & Refund request is made after the order has shipped. Prema-Kitchen has 10 business days to process the request after the buyer submits it.
-Goods Returned in Transit:
If the package is sent back to Prema-Kitchen during transit for any reason, and the buyer applies for a refund, Prema-Kitchen should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Prema-Kitchen should begin redelivery within 5 business days of the request date.
-Goods Destroyed in Transit:
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Prema-Kitchen should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.)
The products need to be returned to Prema-Kitchen, if our Dispute Team asks for a return in Disputes.
--Prema-Kitchen will make a refund, resend, or accept the return for any of the following cases:
-Orders Delayed:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Prema-Kitchen warehouse.
-Orders not Received:
Prema-Kitchen will not refund or resend if the tracking information shows the order is delivered.
If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
Incorrect/insufficient address:
Unknown recipient.
Refused
Do not pick up in time.
No safe delivery location.
Others:
Prema-Kitchen cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies,
Products Damaged:
Prema-Kitchen offers a full refund or a replacement if packages arrived are badly damaged.
Incorrect or Missing Products:
Prema-Kitchen has a strict quality control process before products are dispatched.
--Prema-Kitchen will deal with incorrect or missing products as follows:
For incorrect products, Prema-Kitchen offers a full refund or replacement.
Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact the us via premakitchenco@gmail.com to request an update to the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Prema-Kitchen shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
--If the order cannot be corrected or returned, the buyer will bear the losses.
-Defective Products:
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Prema-Kitchen, Prema-Kitchen should check the proof and give a response within 3 business days.
If the proof checked by Prema-Kitchen is not showing the problem clearly and or if the proof checked by Prema-Kitchen is not showing the problem clearly, the proof is invalid, and Prema-Kitchen has the right to reject the buyer's refund request.
If proof is valid, and buyer requests redelivery, Prema-Kitchen should redeliver within 5 business days of proof approval. Please note Prema-Kitchen has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
-Incorrect or Missing Products:
Prema-Kitchen has a strict quality control process before products are dispatched.
--Prema-Kitchen will deal with incorrect or missing products as follows:
For incorrect products, Prema-Kitchen offers a full refund or replacement.
