Returns & Refunds

Returns & exchanges (if applicable)
Before purchasing, if you are unsure of any aspect of a product, please contact us at for clarification. All purchases are subject to the Fair Trading Act 1986 and the Consumer Guarantees Act 1993. 

If, for any reason, you are not happy with your purchase, please notify us and return it within 30 days of receipt of the products. This is exclusive of custom, indent and non-stock items as detailed below.

To be eligible for a return your item must be in its original condition, unused and in its original packaging. We cannot accept unused goods in damaged packaging unless they are faulty. We will either exchange it, replace it, provide a store credit or refund the purchase price at our discretion (excluding shipping charge if the product is not faulty).

Please email notifying us that you wish to return an item. Make sure you include the invoice number on the email and your reason for returning it. You will also need to advise whether you would like to exchange it for another product or request a refund.

Please do not send your purchase back to the manufacturer.

Note: Items that we agree can be exchanged may be subject to a restocking fee. Restocking fees can range from 15-25% depending on the product.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

The Kitchen Hub offers free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund or store credit, The Kitchen Hub will retain any original shipment costs incurred.

Note: Items that we agree can be refunded may be subject to a restocking fee. Restocking fees can range from 15-25% depending on the product.

Indent & non-stock items
Non-stock, indented, manufactured to order or custom-made products cannot be cancelled once ordered and are non-returnable and non-exchangeable. All sales are final on such products and full payment is required before we place orders with our suppliers. Once an order is processed, unfortunately no changes may be made. This includes, but is not limited to, the below products:

  • Astra Walker
  • Meir
  • Buster + Punch
  • Kast Concrete Basins
  • United Products
  • Wood Melbourne
  • Zenith
  • The Watermark Collection
  • Robert Gordon
  • Burlington
  • VCBC

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. However you can choose to exchange these for something else or receive a store credit voucher to use at a later date. 

Replacements (if applicable)
We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item please send us an email at and we will organise for you. 

Shipping for returns, refunds or exchanges 
To return your product, you should send your product to: 

The Kitchen Hub
Unit 9/7 Triton Drive
Auckland 0632

Unless your product is faulty, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable except if your product is faulty in which case we will credit you the cost of shipping.

Until we receive your products they remain your responsibility. We therefore recommend using a tracked courier service for any item you return to us. We don’t guarantee that we will receive your returned item.