General Terms:
Your Wise Kitchen reserves the right to update the rules when necessary, and the updated version will be published on Yourwisekitchen.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Your Wise Kitchen immediately. All buyers are deemed to accept the rules if they are using the services provided by Your Wise Kitchen. Your Wise Kitchen's policy shall prevail.
For after-sales concerns, buyers are advised to submit a return and refund request within 20 days from the delivery date. If the period for filing a return and refund request is exceeded, Your Wise Kitchen reserves the right to decline any after-sales service beyond this timeframe.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Your Wise Kitchen via yourwisekitchen.com/contact-us.
If Your Wise Kitchen is unable to fulfill the buyer's order within the processing time due to conditions including, but not limited to, lack of stock, the company reserves the right to cancel the order and issue a refund.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Your Wise Kitchen has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Your Wise Kitchen should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Your Wise Kitchen shall not accept after-sale request for "non-defective remorse returns" and has the right to accept or reject the request. Your Wise Kitchen will abide by the policy under this condition.
If Your Wise Kitchen accepts the after-sale request for the reason type of "non-defective remorse returns" and require deducting a "restocking & repacking fee", under Your Wise Kitchen's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Your Wise Kitchen shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Your Wise Kitchen shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Your Wise Kitchen and buyer or others, Your Wise Kitchen must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Your Wise Kitchen. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Your Wise Kitchen has the right to reject the return and refund request.
Whether the evidence is compelling or not, will ultimately be determined by Your Wise Kitchen Under Various Circumstances:
1. Refund Request Timing:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type, Your Wise Kitchen Rules
For Unshipped Orders:
If the Return & Refund request is made after the stated processing time, Your Wise Kitchen will issue a refund for the order.
If the request is made within the stated processing time, Your Wise Kitchen has three business days to process (accept or reject) the request after submission by the buyer. Should Your Wise Kitchen fail to process the refund request within these three business days, the order will be refunded.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
The Return & Refund request is made after the order has shipped. Your Wise Kitchen has ten business days to process the request after the buyer submits it. If Your Wise Kitchen fails to process (accept or reject) the refund request within ten business days, Your Wise Kitchen will refund the order.
2. Goods Returned in Transit:
If the package is sent back to Your Wise Kitchen during transit for any reason, and the buyer applies for a refund, Your Wise Kitchen should refund within three business days of the refund request. Under the same cases, if the buyer requests redelivery, Your Wise Kitchen should begin redelivery within five business days of the request date.
3. 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 that the order was destroyed, Your Wise Kitchen should refund the order within three business days of buyer's refund request, or redelivery within five business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. 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.).
c. The products need to be returned to Your Wise Kitchen, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Your Wise Kitchen will make a refund, resend, or accept the return for any of the following cases:
4. Orders Delayed:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Your Wise Kitchen warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Your Wise Kitchen warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Your Wise Kitchen warehouse due to the strict customs clearance at Brazil.
c. For Your Wise Kitchen Packet Liquid Line to all countries, Your Wise Kitchen will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Your Wise Kitchen warehouse.
d. For some special shipping methods, Your Wise Kitchen cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Your Wise Kitchen will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
5. Orders not Received:
Your Wise Kitchen will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If the buyer 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, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will attempt delivery 1-3 times depending on the circumstances. If the package remains unclaimed during the delivery period, it will be sent back to the local post office and held for 3-7 days. During this time, buyers are required to collect their packages personally. Otherwise, the product will be returned to the sender, our logistics company. Please note that Your Wise Kitchen is not liable for any products lost during the return process.
b. Your Wise Kitchen cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
6. Products Damaged:
Your Wise Kitchen offers a full refund or a replacement if packages arrived are badly damaged.
Your Wise Kitchen offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is often possible.
b. For damaged packing boxes, Your Wise Kitchen cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, buyers shall complain or open a dispute to you within 20 days after packages are delivered.
7. Incorrect or Missing Products:
Your Wise Kitchen has a strict quality control process before products are dispatched.
Your Wise Kitchen will deal with incorrect or missing products as follows:
a. For incorrect products, Your Wise Kitchen offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Your Wise Kitchen 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, Your Wise Kitchen may refund partially or resend the missing part; for parts missing which affect product function, Your Wise Kitchen will resend the product only.
d. For accessories, Your Wise Kitchen will resend the accessories.
Notes:
For size problem, Your Wise Kitchen 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.
8. Wrong Receipt Information:
If the buyer puts wrong receipt information on an order, the buyer should contact us via Yourwisekitchen.com/contact-us to request an update 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, Your Wise Kitchen shall refund the order within three business days of receiving the goods, as buyer’s refund request, or begin redelivery within five 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.
9. Defective Products: (package breakage/significantly not as described/missing or wrong goods/quality problems)
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 Your Wise Kitchen, Your Wise Kitchen should check the proof and give a response within three business days.
If the proof checked by Your Wise Kitchen is not showing the problem clearly, the proof is invalid, and the Your Wise Kitchen has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Your Wise Kitchen, the proof checking time shall not more than three business days, and if the goods need to be returned to get a refund, Your Wise Kitchen should provide the buyer with a prepaid return label within three business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within three business days. If the goods needn't be returned, Your Wise Kitchen should refund the order within three business days of the refund request.
If proof is valid, and buyer requests redelivery, Your Wise Kitchen should redelivery within 5 business days of proof approval.
Please note: Your Wise Kitchen has the right to refund order if the redelivery products are out of stock, or buyers are able to reorder products when the products are restocked.
10. Logistics Issues:
a. Invalid tracking information
If Your Wise Kitchen verifies the tracking number is wrong, and Your Wise Kitchen fails to provide the correct one within four business days, Your Wise Kitchen will refund the order.
b. Untimely Tracking Info Updates
If there is no update of the tracking info for more than seven business days after label created showing on logistic website, and the buyer applies for a refund, Your Wise Kitchen require refund order within three business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
c. Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by ten days or more and Your Wise Kitchen fails to provide any valid tracking updated info, the buyer may apply for a refund. Your Wise Kitchen requires refund order within three business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
11. Shipping Method Limits:
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Your Wise Kitchen 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 additional cost.
12. Force Majeure:
Your Wise Kitchen takes no responsibility for any product damaged, or shipping delay caused by the act of God, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Your Wise Kitchen will notify you by Yourwisekitchen@gmail.com.
13. Destination Limits:
Due to limited international transportation, Your Wise Kitchen 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.
14. Deadline of Opening Dispute:
Buyers shall not open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
14.1 Unacceptable Disputes,
Your Wise Kitchen 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 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.
15. Other:
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through Yourwisekitchen@gmail.com.
Your Wise Kitchen will try its best to assist buyers in these special circumstances in a timely manner. After notifying Your Wise Kitchen, Buyers should expect a decision from Your Wise Kitchen on these types of issues no later than two weeks.