Refund policy

At silverchefx.shop, we want customers to shop with confidence.

This Return and Refund Policy explains our procedures relating to change-of-mind returns, faulty products, damaged products, incorrect items, exchanges, cancellations, and refunds.

Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot legally be excluded under the Australian Consumer Law.

1. Australian Consumer Guarantees

Products supplied to Australian consumers may be covered by statutory consumer guarantees.

These guarantees cannot be removed by a retailer's own return policy or by statements such as “no refunds” or “refunds are unavailable after a specified number of days.”

Where goods experience a major failure, Australian Consumer Law may entitle the customer to choose between a refund and replacement. Where a problem is not major, the supplier may generally have an opportunity to provide an appropriate remedy within a reasonable period.

These rights apply independently of the voluntary return conditions described below.

2. 30-Day Voluntary Change-of-Mind Returns

In addition to statutory consumer rights, silverchefx.shop generally accepts eligible change-of-mind return requests made within 30 days after delivery.

To qualify for a voluntary change-of-mind return, an item should normally:

• Be unused;
• Be clean;
• Be undamaged;
• Remain in substantially the same condition in which it was received;
• Include all original accessories and components;
• Include manuals or instructions where supplied;
• Include original packaging where reasonably possible;
• Not have been materially altered, modified, installed, or damaged;
• Be accompanied by reasonable proof of purchase.

Returned products may be inspected before a voluntary refund is approved.

The 30-day period applies only to our voluntary change-of-mind policy. It does not limit rights that may apply under Australian Consumer Law.

3. Products Not Normally Eligible for Change-of-Mind Returns

Subject to mandatory legal rights, voluntary change-of-mind returns may not be accepted for:

• Custom-made items;
• Personalised products;
• Products modified according to customer instructions;
• Used or materially damaged products;
• Products missing essential components;
• Opened hygiene-sensitive products where resale would be inappropriate;
• Gift cards or stored-value products where offered;
• Items clearly identified as final-sale for change-of-mind purposes.

These exclusions do not prevent a customer from seeking a remedy if the product fails an applicable consumer guarantee.

4. Faulty or Defective Products

If a product is faulty, defective, unsafe, or does not perform as reasonably expected, contact:

info@silverchefx.shop

Please provide:

• Your order number;
• A description of the issue;
• Photographs or video where reasonably useful;
• Any other relevant information.

We will assess the circumstances and provide an appropriate remedy in accordance with applicable law.

Possible remedies may include repair, replacement, refund, or another remedy required by law.

5. Damaged Products

If your order arrives damaged, contact us as soon as reasonably possible at:

info@silverchefx.shop

Where practical, please provide photographs of:

• The damaged product;
• External packaging;
• Internal packaging;
• Shipping label;
• Visible damage to the parcel.

Photographs may assist us in investigating a carrier or fulfilment issue.

We will not impose unreasonable evidence requirements where customers otherwise have valid statutory rights.

6. Incorrect Items

If you receive an item different from what you ordered, contact us promptly.

Please provide your order number and details of the incorrect item.

Once confirmed, we may:

• Send the correct product;
• Provide instructions for returning the incorrect item;
• Issue a refund where appropriate.

Customers will not be required to bear unreasonable return costs resulting from an error made by us.

7. How to Request a Return

Before returning a product, please contact:

info@silverchefx.shop

Include:

• Order number;
• Product being returned;
• Reason for return;
• Relevant supporting information.

We will review the request and provide appropriate return instructions.

Do not send a product to an arbitrary warehouse, supplier, carrier, or other address without first receiving return instructions from silverchefx.shop.

8. Return Shipping Costs

For approved voluntary change-of-mind returns, customers are generally responsible for return shipping costs.

For faulty, damaged, incorrect, or otherwise non-compliant products, reasonable return costs will be handled in accordance with Australian Consumer Law.

We recommend retaining tracking information for customer-arranged returns.

9. Inspection of Returns

Returned products may be inspected before a voluntary refund is issued.

A voluntary change-of-mind refund may be refused if:

• The product has been materially used;
• The customer damaged the product;
• Significant components are missing;
• The product has been altered;
• A different item has been returned;
• The voluntary return conditions are otherwise not satisfied.

This does not restrict statutory rights for defective or non-compliant products.

10. Refund Processing

Approved refunds will normally be returned to the original payment method.

Once we process a refund, the customer's bank, card issuer, or payment service provider may require additional time before the funds appear in the customer's account.

Processing periods controlled by financial institutions are outside our direct control.

11. Free Original Shipping

All eligible orders receive free standard shipping.

As a result, there is ordinarily no standard outbound shipping charge to refund.

If an optional paid delivery service is offered and selected, treatment of that charge will depend on the reason for the return and applicable law.

12. Exchanges

Customers may request an exchange where appropriate.

Exchange availability depends on stock.

If the requested replacement is unavailable, we may offer another suitable solution, including a refund where required.

13. Cancellations

If you wish to cancel an order, contact:

info@silverchefx.shop

as soon as possible.

We will make reasonable efforts to cancel an order that has not entered fulfilment.

Once the order has been packed, transferred to a fulfilment provider, or dispatched, cancellation may no longer be technically possible.

In that situation, customers may need to receive the order and follow the applicable return process.

14. Lost Orders

If an order has not arrived within a reasonable period after the expected delivery timeframe, please contact us.

We may investigate the shipment with the carrier.

If the parcel is confirmed lost or cannot reasonably be delivered, we will provide an appropriate remedy consistent with applicable law.

15. Unclaimed or Refused Parcels

Customers should provide accurate shipping information and take reasonable steps to receive deliveries.

If a parcel is returned because it was refused or remained unclaimed, we will review the circumstances.

Any additional charges or deductions will only be applied where reasonable and lawful.

16. Proof of Purchase

We may request reasonable evidence that an item was purchased from silverchefx.shop.

Acceptable evidence may include:

• Order confirmation;
• Order number;
• Transaction record;
• Payment confirmation;
• Other reasonable proof of purchase.

17. Return Fraud and Abuse

We reserve the right to investigate suspected fraudulent return activity, including:

• Returning a different item;
• Deliberately damaging an item;
• Submitting false evidence;
• Misrepresenting an order;
• Repeated abuse of voluntary return procedures.

Nothing in this provision permits us to refuse a legitimate Australian Consumer Law claim.

18. Statutory Rights Are Not Limited to 30 Days

A customer's consumer rights are not automatically lost merely because more than 30 days have passed since delivery.

Our 30-day policy is an additional voluntary benefit and does not replace mandatory consumer guarantees.

19. Contact Us

For all return, refund, exchange, defective product, damaged item, or cancellation enquiries:

silverchefx.shop
Email: info@silverchefx.shop