Heritage Kitchen Supplies reserves the right to amend these rules as needed. Any updates will be posted immediately on www.heritagekitchensupplies.com. If you choose not to accept this policy, you will be considered to have waived your right to use the services provided by Heritage Kitchen Supplies immediately. By using these services, all buyers are deemed to have accepted the rules. In the event of any conflict, Heritage Kitchen Supplies' policy shall take precedence.
For after-sales issues, buyers must submit a return or refund request within 30 days of the delivery date. If the request is filed after this period, Heritage Kitchen Supplies reserves the right to decline any after-sales service.
Before an order is shipped, the buyer has the right to request cancellation by contacting Heritage Kitchen Supplies through the Contact Us page.
If Heritage Kitchen Supplies is unable to fulfill a buyer's order within the processing time-whether due to lack of stock or other circumstances- Heritage Kitchen Supplies reserves the right to cancel the order and issue a refund.
If the buyer receives goods that are damaged or broken and submits a refund request with compelling evidence, Heritage Kitchen Supplies is responsible for providing a prepaid return label within 3 business days. Once the return is confirmed as "in transit" on the logistics website using the provided prepaid return label, Heritage Kitchen Supplies will issue the refund.
Heritage Kitchen Supplies does not accept after-sales request for non-defective remorse returns. Heritage Kitchen Supplies reserves the right to either accept or reject such request at its discretion and will act in accordance with this policy.
If Heritage Kitchen Supplies accepts an after-sales request for a non-defective remorse return and, under policy restrictions, requires a restocking and repackaging fee, the total deduction shall not exceed 35% of the order's total price.
Heritage Kitchen Supplies is not obligated to provide a warranty, nor to specify whether a warranty is offered or how warranty claims are handled.
Heritage Kitchen Supplies will restrict refund and re-delivery times under this policy. This includes, but is not limited to, refunds processed in accordance with the policy and agreements made between Heritage Kitchen Supplies and the buyer or other parties. Refunds must be issued within 3 business days, and re-delivers must be arranged within 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Heritage Kitchen Supplies . If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Heritage Kitchen Supplies has the right to reject the return and refund request.
The determination of whether the evidence is compelling shall be made solely by Heritage Kitchen Supplies, based on the circumstances of each case.
The buyer has the right to request a full refund for any order that has not been shipped within the stated processing time, as shown on the Orders page.
If a return or refund request is made after the stated processing time, Heritage Kitchen Supplies will refund the order. If the request is made within the stated processing time, it will be handled in according with the policy.
Heritage Kitchen Supplies has 3 business days to process a refund request after it is submitted by the buyer. If Heritage Kitchen Supplies does not process, accept, or reject the request within that period, the order will be refunded.
Please note: Although the order is still within the stated processing time, any refund request must be processed within the time frame outlined above.
If a request or refund request is made after the order has shipped, Heritage Kitchen Supplies has 10 business days to process it. If Heritage Kitchen Supplies does not process, accept, or reject within that time, the order will be refunded.
If a package is returned to Heritage Kitchen Supplies during transit for any reason and the buyer applies for a refund, the refund will be issued within 3 business days of the request. In such cases, if the buyer request re-delivery instead, Heritage Kitchen Supplies will begin re-delivery within 5 business days of the requested date.
If the package or goods are destroyed in transit and the buyer provides proof from the logistics website-such as, but not limited to, a screenshot confirming the order was destroyed-Heritage Kitchen Supplies will refund the order within 3 business days of the buyer's refund request, or begin re-delivery within 5 business days of the request. The following steps must be followed when submitting this type of request.
a. Provide photos or videos of the damaged item as proof. If photos are not sufficient to show the damage, please upload a video instead.
b. Proved a screenshot of the email or dispute received, showing the customer's name, date, and content of the complaint.
c. If requested by the dispute team, the products must be returned to Heritage Kitchen Supplies as part of the dispute process.
Unless otherwise stated under important interpretations, Heritage Kitchen Supplies will issue a refund, resend, or accept a return in any of the following cases.
Orders that lack tracking information while in transit, remain pending, or show as expired 60 days after departing from the Heritage Kitchen Supplies warehouse. Please note that different time frames may apply for certain countries or shipping methods:
a. For orders shipped to the United States, the period will be counted as 45 days from the date the order departed from the Heritage Kitchen Supplies warehouse.
b. For orders shipped to Brazil, the period will be counted as 110 days from the date the order departed from the Heritage Kitchen Supplies warehouse, due to strict customs clearance procedures in Brazil.
c. For all countries, when orders are shipped via Heritage Kitchen Supplies' LIQUID LINE, disputes for delayed orders will be handled only after 100 days from the date the order departed from the Heritage Kitchen Supplies warehouse.
d. For certain special shipping methods, Heritage Kitchen Supplies cannot process disputes. Please refer to the following important interpretation for details.
Notes:
In some cases, an order may arrive at the buyer's nearest post office but remain pending due to issues such as an insufficient address, an unclaimed package, invalid number, etc. In these situations, it is often more convenient for the buyer to contact the local post office directly or visit in person to arrange delivery.
In Israel, due to factors such as national regulations, phone number requirements, and religious practices, packages are often delivered to self-pickup cabinets. In such cases, it is often more convenient for buyers to contact the local post office or visit in person to arrange delivery.
At times, local tracking numbers may indicate that a package has been delivered, while the buyer claims it has not been received. In such cases, Heritage Kitchen Supplies will make every effort to verify the situation. This process may take 1 to 2 months, and there is no guarantee of a favorable outcome.
Heritage Kitchen Supplies will not deal with the refund or resend if the tracking information shows the order has been delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, and the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up on time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Heritage Kitchen Supplies takes no responsibility if products have been lost.
b. If the logistics company provides return service to the US, Heritage Kitchen Supplies will put the products in your private inventory and will not refund them when we receive the returned items.
c. Heritage Kitchen Supplies cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Heritage Kitchen Supplies offers a full refund or a replacement if the packages arrive badly damaged.
Heritage Kitchen Supplies offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Heritage Kitchen Supplies cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary, electronic products, customers shall submit complain or open a dispute within 30 days after packages are delivered.
d. For service products, Heritage Kitchen Supplies refunds you the cost of the product, which is the price in the US market. Otherwise, Heritage Kitchen Supplies will not take any responsibility for them.
Heritage Kitchen Supplies has a strict quality control process before products are dispatched.
Heritage Kitchen Supplies will deal with incorrect or missing products as follows:
a. For incorrect products, Heritage Kitchen Supplies offers a full refund or replacement.
b. For products with the wrong color, size, which doesn't affect product function, etc., Heritage Kitchen Supplies offers a refund or resend if you provide a screenshot of your complaint, including name, content and date.
c. For parts missing which doesn’t affect product function, Heritage Kitchen Supplies may refund partially or resend the missing part; for parts missing that affect product function, Heritage Kitchen Supplies will resend the product only.
d. For accessories, Heritage Kitchen Supplies will resend the accessories.
Notes:
For size problem, Heritage Kitchen Supplies will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
If the buyer enters incorrect receipt information when placing an order, they should contact Heritage Kitchen Supplies through the Contact Us page to request an update with the correct information.
Please note that corrections to receipt information or order cancellations are not guaranteed.
If the order has already shipped, it is the buyer's responsibility to contact the logistics company with the correct information.
If the good are delivered to the wrong address, the buyer may attempt to return the products at their own expense. If the goods are returned in good condition, Heritage Kitchen Supplies will issue a refund within 3 business days of receiving the return. If the buyer request a refund or re-delivery within 5 business days of Heritage Kitchen Supplies receiving the returned goods, the buyer will be responsible for any re-delivery fees.
If the order cannot be corrected or returned, the buyer will bear the loss.
If the buyer detects any issue upon receipt - such as a significantly damaged package, goods not as described, missing or incorrect items, or other quality problems - they should submit a refund or re-delivery request with valid proof, including photos or videos clearly showing the problem. After the request is filed with Heritage Kitchen Supplies, the provided evidence will be reviewed, and a response will be given within 3 business days.
If the proof provided does not clearly show the problem, Heritage Kitchen Supplies will consider the evidence invalid and reserves the right to reject the buyer's refund request.
If the buyer's proof clearly shows a problem and is approved by Heritage Kitchen Supplies, the review process shall not exceed 3 business days. If a return is required: Heritage Kitchen Supplies will provide the buyer with a prepaid return label within 3 business days of proof approval. Once the return shows as "in transit" logistics website using the tracking number uploaded by the buyer, Heritage Kitchen Supplies will issue the refund within 3 business days. If a return is not required: Heritage Kitchen Supplies will issues the refund within 3 business days.
If the proof is valid and the buyer requests re-delivery, Heritage Kitchen Supplies will arrange re-delivery within 5 business days of proof approval. Please note that if the requested products are out of stock, Heritage Kitchen Supplies reserves the right to issue a refund instead, Buyers may also choose to re-order the products once they are restocked.
Heritage Kitchen Supplies follows a strict quality control process before dispatching any products.
Heritage Kitchen Supplies will handle cases of incorrect or missing products as follows:
a. For incorrect products, Heritage Kitchen Supplies offers a full refund or replacement.
b. For products with wrong color, size, which doesn't affect product function, etc., Heritage Kitchen Supplies offers a refund or resend if you provide a screenshot of your client's complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Heritage Kitchen Supplies may refund partially or resend the missing part; for parts missing that affect product function, Heritage Kitchen Supplies will resend the product only.
d. For accessories, Heritage Kitchen Supplies will resend the accessories.
Notes:
For size-related issues, Heritage Kitchen Supplies kindly requests that buyers measure the product using the correct method and provide a photo of the measurement. This will help our dispute team resolve the issue promptly.
5.2 Service Products
Service products are subject to the following interpretations.
a. For disputes arising from products damage or shipping delays, Heritage Kitchen Supplies may not refund the product cost.
b. Heritage Kitchen Supplies may not accept disputes related to product quality issues when the supplier is not Heritage Kitchen Supplies.
c. For service products that have not undergone Heritage Kitchen Supplies' quality inspection, Heritage Kitchen Supplies may not accept disputes.
If Heritage Kitchen Supplies verifies the tracking number is wrong, and Heritage Kitchen Supplies fails to provide the correct one within 4 business days, Heritage Kitchen Supplies will refund the order.
If there is no update to the tracking information for more than 7 business days after the label is created on the logistics website, and the buyer applies for a refund, Heritage Kitchen Supplies will process the refund within 3 business days of the buyer's request.
Note: This clause does not apply during special periods such as holidays, COVID-19, severe weather, or other unusual circumstances.
If the transit time exceeds the estimated delivery date by 10 days or more and Heritage Kitchen Supplies cannot provide valid tracking or updated information, the buyer may apply for a refund. Heritage Kitchen Supplies will process the refund within 3 business days of the buyer's request.
Note: this clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. Heritage Kitchen Supplies lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged an additional cost.
Heritage Kitchen Supplies is not responsible for any product damage or shipping delay caused by force majeure events, including but not limited to epidemics, international conflicts, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. However, Heritage Kitchen Supplies will provide notification in such cases.
Due to limited international transportation, Heritage Kitchen Supplies will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through Contact Us.
Heritage Kitchen Supplies will make every effort to assist buyers in these circumstances after providing notification. Buyers can expect a decision from Heritage Kitchen Supplies on such issues within two weeks.
Heritage Kitchen Supplies takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Heritage Kitchen Supplies will notify you by Heritage Kitchen Supplies .
Products can be returned to Heritage Kitchen Supplies US warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high, and it takes at least 3 months to arrive at the Heritage Kitchen Supplies US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please email Heritage Kitchen Supplies , and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving the products and after speaking with someone at Heritage Kitchen Supplies .
For order cancellations, Heritage Kitchen Supplies offers a full refund before products are processed by the warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled, as Heritage Kitchen Supplies has planned and prepared for you.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Heritage Kitchen Supplies shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages are returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
If buyers are unsatisfied with the proposed solution to an order's after-sales issue, they are responsible for opening a dispute with Heritage Kitchen Supplies to resolve the matter.
