Refund and Return Policy

1. Scope of This Policy

This Policy applies to eligible products purchased from Excel Kitchen LLC through our website and other sales channels.

Commercial kitchen projects, custom-manufactured equipment, special orders and individually negotiated business transactions may be governed by separate quotations, purchase orders or sales agreements.

Where a separate agreement applies, its specific terms take precedence over this general Policy to the extent of any inconsistency, subject to applicable mandatory UAE laws.

Nothing in this Policy limits or excludes statutory rights that cannot lawfully be restricted.

2. Return Eligibility

Customers may request a return or exchange in the following circumstances:

• The product is defective or damaged.
• An incorrect product has been delivered.
• The product materially differs from its confirmed description or agreed specifications.
• Another circumstance gives rise to return, exchange or refund rights under applicable UAE law.
• An eligible standard-stock product is unused, uninstalled and returned under our voluntary return conditions.

All requests are assessed according to the product, purchase conditions and applicable legal requirements.

3. Return Period

For eligible standard-stock products returned without a defect or fulfilment error, return requests must be submitted within 7 calendar days of delivery.

Products submitted under this voluntary return arrangement must meet the conditions described in Section 4.

The 7-day period does not replace or limit statutory rights relating to defective, damaged, incorrectly supplied or otherwise non-conforming products.

Requests involving such issues will be handled according to applicable UAE law, warranty obligations and the relevant transaction agreement.

4. Product Condition

For voluntary returns of standard-stock products, items must generally be:

• Unused and uninstalled.
• In their original condition.
• Returned with their original packaging.
• Accompanied by supplied accessories and components.
• Supported by proof of purchase.

Products may be inspected before a voluntary return is approved.

These conditions do not exclude legally required remedies for defective or non-conforming products, including equipment that has already been installed or used.

5. How to Request a Return

Customers should contact Excel Kitchen LLC with:

• Their invoice or order reference.
• The product name and model number.
• A description of the reason for return.
• Relevant photographs, where available.
• Their contact information.

Our team will review the request and advise on the applicable process.

Customers should obtain return instructions before arranging shipment or transporting large equipment to our premises.

Where required by law, return requests will be handled without imposing additional conditions that restrict statutory rights.

6. Exchanges and Replacements

Eligible products may be exchanged or replaced depending on availability and the circumstances of the request.

Where a replacement product is unavailable, an appropriate alternative or refund may be arranged in accordance with applicable law and the relevant transaction terms.

Any proposed substitution affecting model, specifications or price will require the customer's agreement.

7. Refund Processing

Once a refund has been approved and any necessary product inspection or return arrangements have been completed, Excel Kitchen LLC will aim to initiate the refund within 7–14 business days, or sooner where required by applicable law.

Refunds will generally be issued through the original payment method where feasible.

The time required for the funds to appear in the customer's account may vary depending on the bank or payment provider.

For voluntary returns, applicable delivery, installation or other service charges may be excluded from the refund where this was disclosed and legally permitted.

Where a refund results from an error or legal obligation attributable to Excel Kitchen LLC, applicable charges will be handled in accordance with UAE law.

8. Return Transportation and Collection

For voluntary returns, transportation and collection arrangements will be confirmed when the return request is approved.

Customers may be responsible for reasonable return transportation charges where permitted by law and disclosed in advance.

For defective, damaged or incorrect products for which Excel Kitchen LLC is responsible, return transportation and other applicable remedial costs will be handled according to legal obligations.

Large or installed commercial kitchen equipment may require inspection, disconnection or collection by appropriately qualified personnel.

Customers should not dismantle equipment in a manner that creates a safety risk.

9. Special Orders and Custom Equipment

The following products may be subject to specific return and cancellation conditions:

• Custom-manufactured stainless-steel equipment.
• Specially imported or ordered equipment.
• Products configured to customer specifications.
• Project-specific commercial kitchen equipment.
• Equipment manufactured or modified for an individual project.

For these transactions, applicable conditions will be specified in the quotation, order confirmation or separate commercial agreement.

Custom or special-order products may not be eligible for voluntary returns or cancellations once the order has been confirmed or production has commenced, subject to the agreed terms and applicable law.

These restrictions do not remove statutory rights concerning defective or non-conforming products.

10. Installed Equipment and Project Transactions

Equipment supplied as part of commercial kitchen projects may involve additional installation, commissioning or site-specific requirements.

Returns, cancellations and changes relating to such transactions are governed by their respective project agreements and applicable legal requirements.

Installation or use of equipment does not automatically exclude a valid claim involving a defect or non-conformity.

Any applicable inspection, repair, replacement or refund arrangements will be assessed according to the circumstances and relevant legal obligations.

11. Consumables and Other Restricted Items

Certain consumable, hygiene-sensitive or opened products may be excluded from voluntary returns where appropriate and legally permitted.

These may include:

• Used filters or cleaning materials.
• Opened consumable supplies.
• Products that cannot reasonably be resold for hygiene or safety reasons.
• Other items expressly identified as ineligible for voluntary returns before purchase.

Any such restriction remains subject to applicable UAE law.

12. Warranty and After-Sales Support

Warranty and after-sales matters are handled according to applicable product warranties, relevant agreements and UAE legal requirements.

Depending on the circumstances, a defective product may qualify for inspection, repair, replacement or refund.

Manufacturer warranty arrangements do not exclude responsibilities imposed on Excel Kitchen LLC under applicable law.

Customers may contact our team with the product model, serial number, proof of purchase and a description of the issue.

13. Order Cancellations

Customers wishing to cancel an order should contact Excel Kitchen LLC as soon as possible.

Cancellation eligibility depends on whether the order has been accepted, processed, dispatched, specially ordered or manufactured.

Applicable cancellation terms for negotiated B2B transactions and projects will be determined by the relevant agreement.

Any agreed cancellation costs or deductions must comply with applicable law.

Where a cancellation or refund is required by law, the customer's statutory rights will be respected.

14. Consumer Rights Under UAE Law

Excel Kitchen LLC recognises its obligations under applicable UAE consumer protection and e-commerce legislation.

Nothing in this Policy excludes, reduces or restricts any mandatory consumer right or legal remedy.

Customers may also contact the relevant UAE consumer protection authority where permitted by law.

15. Changes to This Policy

We may update this Policy to reflect changes in business operations, commercial practices or applicable legal requirements.

The latest version will be published on our website with a revised update date.

Changes will not retrospectively alter rights or obligations under an already concluded transaction unless validly agreed or legally permitted.

16. Contact Us

For returns, refunds, exchanges, cancellations or warranty-related enquiries, please contact:

Excel Kitchen LLC

Warehouse No. 8, Amman Street
Al Qusais Industrial Area 3
Dubai, United Arab Emirates

Telephone: +971 4 267 9180
Email: [email protected]
Website: https://excelkitchen.com