Returns & Refunds

1. Return Eligibility

A return, replacement or refund request may be considered when:

• You receive a product different from the product ordered.
• The product is visibly damaged during transportation.
• An item, accessory or component included with the product is missing.
• The product is received in an unusable or materially damaged condition.
• A manufacturing defect is confirmed by the respective brand or its authorized service technician, where verification is required.
• OneKitchen determines that a return, replacement or refund is otherwise appropriate.

2. Reporting Damaged, Incorrect or Missing Products

Customers should inspect the external packaging at the time of delivery wherever possible. If the package appears damaged, opened, tampered with or incorrect, please take clear photographs or video before opening the package.

Any transit damage, incorrect product or missing item should be reported to OneKitchen as soon as possible after delivery. For faster verification, we recommend reporting such issues within 48 hours of delivery.

Please provide:

• Order number
• Customer name and registered contact details
• Product name and model number
• Photographs of the outer packaging
• Photographs or video showing the issue
• Product serial number, where applicable
• Details of any missing accessories or components

3. Important: Do Not Install a Damaged or Incorrect Product

If you receive an incorrect, visibly damaged or materially defective product, please do not install, connect or use it before contacting OneKitchen. Installation or use may make verification more difficult. Where installation is necessary to identify a technical defect, the applicable brand-authorized service process may be followed.

4. Manufacturing Defects

Products sold by OneKitchen may be covered by the respective manufacturer's warranty. If an appliance develops a technical or manufacturing issue, the brand may require inspection by an authorized service technician before replacement, repair or another remedy is approved.

OneKitchen will assist customers in registering, coordinating and expediting such service requests with the respective brand. A defect that can be resolved through the manufacturer's warranty process does not automatically qualify the product for a return or refund.

5. Installed or Used Products

Kitchen chimneys, hobs, gas stoves, cooktops, built-in appliances, dishwashers, water purifiers and similar products may require professional installation.

Once a product has been installed, connected or used, it will generally not be eligible for return solely because the customer has changed their mind or prefers another product.

This does not prevent customers from reporting manufacturing defects, transit damage, incorrect products, missing components or other valid issues covered by warranty or applicable law.

6. Change of Mind Returns

Returns requested simply because the customer no longer requires the product, prefers another model, changes their colour preference or changes their purchase decision are not automatically accepted.

If the product remains unopened, unused and uninstalled, you may contact OneKitchen and request a return. Such requests will be reviewed on a case-by-case basis.

Where a discretionary return is approved, return logistics or other reasonable charges may apply. Any applicable charges will be communicated before the return is finalized.

7. Product Size & Installation Compatibility

Customers are responsible for checking product dimensions, installation space, electrical requirements, gas connection requirements, ducting arrangements and other technical specifications before placing an order.

A product may not be eligible for return solely because it does not fit the customer's kitchen, furniture, electrical provision, ducting arrangement or installation location where the relevant specifications were correctly stated before purchase.

8. Non-Returnable Situations

A return request may be declined where:

• The product has been damaged due to misuse, negligence or improper handling.
• The product has been modified, altered or repaired by an unauthorized person.
• Serial numbers, labels or identification markings have been removed or altered.
• The product is returned incomplete or without essential supplied components.
• Damage occurred after delivery due to incorrect installation, storage or use.
• The issue is covered through the manufacturer's normal warranty or service process.
• The product was not purchased directly from OneKitchen.
• The returned product does not match the product originally supplied.
• The request is fraudulent or contains materially incorrect information.

9. Original Packaging

Please retain the following until installation and initial inspection are completed:

• Original product box
• Protective foam and internal packaging
• Accessories and components
• User manuals
• Warranty documents
• Invoice
• Mounting hardware and supplied fittings

Missing packaging does not automatically invalidate a genuine damage or defect claim, but retaining the original packaging may be necessary for safe return transportation.

10. How to Request a Return or Replacement

Please contact OneKitchen before sending any product back.

Do not courier, ship or personally send a product to any OneKitchen address unless our support team has first approved the return and provided instructions.

11. Return Pickup

Where a return is approved because of confirmed transit damage, an incorrect product supplied by OneKitchen or another issue attributable to OneKitchen or its logistics process, we will normally coordinate return pickup without charging the customer for the return shipment.

For discretionary returns requested for reasons not attributable to OneKitchen, applicable return logistics charges may be borne by the customer or deducted from the approved refund after being communicated to the customer.

12. Inspection of Returned Products

Returned products may be inspected for:

• Product condition
• Serial number
• Signs of installation or use
• Accessories and supplied components
• Nature of the reported damage or defect
• Whether the returned product matches the original order

13. Refund Processing

Once an eligible return has been received, inspected and approved, the refund will normally be issued to the original payment method.

OneKitchen will generally initiate an approved refund within 5–7 business days after completion of the required verification.

After OneKitchen initiates the refund, banks, card issuers, UPI providers or payment gateways may require additional processing time before the amount appears in the customer's account.

14. Refund Amount

Where a return results from a confirmed incorrect product, transit damage or another issue attributable to OneKitchen, the approved refund will generally include the amount paid for the eligible returned product.

Any deductions applicable to a customer-requested discretionary return will be communicated before the return is finalized.

15. Replacement Instead of Refund

Depending on the nature of the issue and stock availability, OneKitchen may offer a replacement rather than a refund.

If the same model is unavailable, we may offer an alternative product with the customer's consent or process an eligible refund. OneKitchen will not substitute a different model without customer approval.

16. Installation Charges

Installation charges vary depending on the product category and brand. Any applicable installation charges are generally payable directly to the brand-authorized technician.

OneKitchen does not collect such installation charges unless specifically stated otherwise. Our team only assists customers in coordinating and expediting installation requests with the respective brand.

Amounts paid directly to a technician or manufacturer are subject to that service provider's own terms and are not automatically refundable by OneKitchen.

17. Order Cancellation Before Dispatch

If you wish to cancel an order, contact OneKitchen as soon as possible.

Orders that have not yet been dispatched can generally be cancelled more easily. Where cancellation is approved before dispatch, the amount paid will be refunded to the original payment method.

Once the order has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.

18. Cancellation After Dispatch

If the order has already been handed over to the logistics partner, please contact OneKitchen before refusing delivery. Where cancellation is requested solely by the customer after dispatch, applicable forward and return logistics charges may be deducted from the refund where appropriate.

19. Failed or Refused Delivery

Additional logistics charges may apply where delivery fails because:

• The customer is unavailable after reasonable delivery attempts.
• An incorrect or incomplete address was provided.
• Delivery is refused without a verified product issue.
• The logistics partner cannot complete delivery for reasons attributable to the customer.

20. Late or Missing Refunds

If OneKitchen has confirmed that your refund has been processed but you have not yet received it, please first check with your bank, card issuer or payment provider.

If the refund is still not visible after the expected banking processing period, contact cs@onekitchen.in with your order number and refund details.

21. Warranty Claims

Returns and manufacturer warranties are separate processes.

After a product has been installed and used, technical issues will generally be handled through the applicable manufacturer's warranty and authorized service network.

Warranty coverage, duration and conditions depend on the respective brand and product. OneKitchen will assist customers in coordinating with the relevant manufacturer's authorized service team where required.

22. Fraudulent or Abusive Return Claims

OneKitchen reserves the right to investigate requests involving product substitution, serial-number mismatch, deliberately damaged products, false information, repeated abuse of the return process or other suspected fraudulent activity. Such requests may be rejected where appropriate, subject to applicable law.

23. Policy Updates

OneKitchen may update this Returns & Refunds Policy from time to time to reflect operational, product or legal changes. Any applicable statutory rights will continue to apply irrespective of such updates.

Last updated: 18 September 2026