Exchanges and Returns

Our product exchange policy aims to provide customers with complete peace of mind regarding the products purchased from our store.
All our products are guaranteed against manufacturing defects.
We also exchange products that differ from those ordered by the customer.
If you receive a product from us with a manufacturing defect or that is different from what you ordered, please follow these steps to exchange it:
If more than 7 working days have passed and the product has a fault or defect, please contact us, providing your CPF, order number, the product to be returned and the defect.

As soon as we receive the email, we will send your request to our quality department for verification. Authorisation from this department will be required for a possible exchange to be made. Once the analysis has been carried out, we will contact you with our opinion and whether an exchange is necessary.
The deadline for requesting an exchange for this reason is 90 days after receipt of the product.
Please note that we will not make exchanges or refunds after this period.

1. Your complaint will be reviewed within a maximum of 7 working days and, once the problem has been verified, we will contact you by email and you can choose one of the following options:

• Receive a refund of the amount paid.
• Receive a new product identical to the one ordered.
• Receive a product of similar value.
• Receive a voucher for the value of the product to use on future purchases.

According to the CDC (Consumer Protection Code), requests for cancellation of online purchases must be made within 7 working days/calendar days after the date of receipt.
For credit card refunds, our finance department has a maximum of 7 working days to process the request with the credit card operator, and the deadline for the balance to be returned to your credit card is up to 120 days, according to the card operators and depending on the closing of your invoice.
If a refund is necessary, it will be made to your current account within a maximum of 10 working days after quality analysis and can only be made to an account with the same CPF (Individual Taxpayer Registration Number) that was used on our website.
In the case of products returned without prior notice, after the deadline, with missing or incorrect items, without the label or invoice, they will be returned to the customer.

The same applies to exchanges rejected after analysis of the products by our quality department. They will be returned to customers by Sedex cash on delivery, and the shipping costs for this return shipment must be paid by the customer.
Please note: London Home Kitchen is not responsible for shipping costs for returns followed by refunds, chargebacks or exchanges for other products; this expense is the responsibility of the customer.