Returns & Refunds Policy

At Kinendo, we take pride in supplying high-quality height-adjustable kitchen systems and accessibility-focused products designed to improve everyday living.

We understand that circumstances can change. This Returns & Refunds Policy explains how cancellations, returns and refunds are handled for Kinendo orders.

This policy applies in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any consumer guarantees, warranty rights, or remedies you may be entitled to by law.

Cancellations

Before any order is manufactured or dispatched, a Kinendo sales team member will be in touch to confirm your specifications are correct.

You may request to cancel your order at any time before it has been sent to our warehouse or production team for dispatch or processing.

If your order has not yet been dispatched or processed, your order may be eligible for a refund, less any non-refundable payment processing fees charged at the time of purchase.

If your order has already been dispatched, processed, manufactured, customised, packed, or released to our warehouse or delivery partners, you may still request a cancellation or return. However, by doing so, you agree that the following costs may be deducted from any refund where permitted by law:

• Original delivery charges
• Return delivery or courier costs
• Payment processing fees from the original transaction
• A restocking fee of up to 10%
• Any costs associated with custom-made, modified, or specially ordered products

Refunds are generally processed within 3–5 business days after the returned item has been received and inspected by Kinendo. Your bank or payment provider may take additional time to make the funds available.

To request a cancellation, please contact us at contact@kinendo.com.au and include your order number and reason for cancellation.

Returns & Refund Eligibility

To request a return, you must notify Kinendo within 7 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

• Unused
• Uninstalled
• Unassembled, where applicable
• In its original packaging
• In resellable condition
• Free from damage, marks, modifications, or missing components

“Resellable condition” means the product and packaging are in a condition that allows the item to be sold again as new. Packaging must not be significantly torn, damaged, written on, or altered.

Due to the nature of Kinendo products, some items may not be eligible for change-of-mind returns, including:

• Custom-made products
• Modified or specially ordered products
• Products that have been installed
• Products that have been assembled or used
• Products damaged after delivery
• Products missing parts, hardware, manuals, or packaging

Opened items may be accepted for return at Kinendo’s discretion, assessed on a case-by-case basis.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, incomplete, or different from what you ordered, please contact Kinendo as soon as possible.

You may be entitled to a repair, replacement, refund, or other remedy under the Australian Consumer Law if a product fails to meet a consumer guarantee. The appropriate remedy may depend on whether the issue is minor or major.

Kinendo may need to assess the product, request photos, or inspect the item before confirming the appropriate next step.

For warranty-related issues, please refer to our Warranty Policy.

How To Return An Item

To request a return, please follow these steps:

1. Email contact@kinendo.com.au
2. Include your order number in the subject line with the word “Return”
   Example: Order #0000 Return
3. Attach clear photos of the product and packaging
4. Include a brief explanation of why you would like to return the item

Our customer support team will review your request and contact you with the next steps.

Please do not send items back to Kinendo without return approval. Unapproved returns may be refused or delayed.

Change Of Mind Returns

Kinendo is not required to provide a refund or replacement where you simply change your mind, choose the wrong product, no longer need the item, or find a product cheaper elsewhere. However, we may accept eligible change-of-mind returns in line with this policy.

Change-of-mind returns are generally not accepted for products that have been installed, assembled, used, customised, modified, or specially ordered.

Kinendo reserves the right to deduct original delivery charges, return freight costs, payment processing fees and restocking fees from change-of-mind refunds where permitted by law.

Product Finishes, Colours & Variations

Some Kinendo products may include timber, laminate, powder-coated, metal, or component finishes that can vary slightly between batches, screens, samples, and real-world lighting conditions.

Minor colour, grain, texture, or finish variations are not generally considered faults where the product is otherwise as described and fit for purpose.

Refunds

Approved refunds will be processed back to the original payment method unless otherwise agreed.

Refunds are typically processed within 3–5 business days after Kinendo has received and inspected the returned goods.

Kinendo reserves the right to reduce or refuse a refund if returned goods are damaged, incomplete, used, installed, missing packaging, or not in resellable condition, except where you are exercising rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement, repair, refund, or other remedy if a product fails to meet a consumer guarantee.

This policy does not limit any rights you may have under the Australian Consumer Law. Consumer guarantees are automatic and cannot be taken away by a business policy, warranty, or terms and conditions.