Politique de remboursement
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at mis19981110@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at mis19981110@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mis19981110@gmail.com.
Return & Refund Policy
Last Updated: June 14, 2026 Website: www.kuomie.com
1. Overview
At Kuomie, we stand behind the quality of every chafing dish, buffet warmer, and food service equipment we sell. If you are not completely satisfied with your purchase, we're here to help. Please read our return and refund policy carefully before making a purchase.
2. Return Eligibility
We accept returns under the following conditions:
- Items must be returned within 30 days of the delivery date
- Chafing dish products must be unused, unwashed, and in original condition
- All original packaging, accessories, and documentation must be included
- Items must not show signs of damage caused by misuse, improper assembly, or commercial wear
Non-returnable items include:
- Chafing dish fuel (e.g., gel fuel, wick fuel) — for safety reasons
- Customized or engraved chafing dishes
- Items marked as "Final Sale" or "Non-Returnable" on the product page
- Used or opened food-contact accessories (e.g., food pans, lids)
3. How to Initiate a Return
To start a return, please follow these steps:
- Email us at returns@kuomie.com with your order number and reason for return
- Our team will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number
- Securely pack your chafing dish product in its original packaging
- Ship the item to the return address provided — do not ship without an RMA number
⚠️ We recommend using a trackable shipping method. Kuomie is not responsible for lost or damaged return shipments.
4. Refund Policy
Once we receive and inspect your returned chafing dish product:
- Approved refunds will be processed within 5–7 business days
- Refunds will be issued to your original payment method (credit card, PayPal, etc.)
- You will receive an email confirmation once your refund has been processed
- Please allow an additional 3–5 business days for your bank or payment provider to post the refund
Partial refunds may be issued for:
- Items returned with missing accessories or packaging
- Items showing minor signs of handling or inspection
5. Damaged or Defective Items
If your chafing dish arrives damaged or defective, please contact us within 48 hours of delivery:
- Email support@kuomie.com with your order number and clear photos of the damage
- We will offer a full refund, replacement, or store credit at no additional cost to you
- You will not be required to return damaged items in most cases
6. Wrong Item Received
If you received the wrong chafing dish model, size, or color:
- Contact us within 7 days of delivery
- We will arrange a free return pickup and ship the correct item at no charge
- A full refund is also available if you prefer not to receive a replacement
7. Return Shipping Costs
| Reason for Return | Return Shipping Cost |
|---|---|
| Defective or damaged product | Free (prepaid label provided) |
| Wrong item sent by us | Free (prepaid label provided) |
| Change of mind / buyer's remorse | Customer's responsibility |
| Product not as expected | Customer's responsibility |
8. EU / UK Consumer Rights (14-Day Cooling-Off Period)
If you are located in the European Union or United Kingdom, you have the right to cancel your order within 14 days of receiving your chafing dish, without providing any reason, under the EU Consumer Rights Directive and UK Consumer Contracts Regulations.
- To exercise this right, notify us at returns@kuomie.com before the 14-day period expires
- You must return the item within 14 days of notifying us of cancellation
- We will issue a full refund including standard shipping costs within 14 days of receiving the returned item
- Return shipping costs are the customer's responsibility unless the item is defective
9. Australian Consumer Rights
If you are located in Australia, our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
10. Exchanges
We currently offer exchanges for:
- Different sizes of the same chafing dish model
- Different fuel types or compatible accessories
To request an exchange, contact support@kuomie.com with your order number and the item you'd like instead. Exchanges are subject to stock availability.
11. Cancellations
- Orders can be cancelled within 24 hours of placement for a full refund
- Once an order has been shipped, it cannot be cancelled — please follow the return process instead
- Custom or personalized chafing dish orders cannot be cancelled once production has begun
12. Contact Us
For all return, refund, or exchange inquiries:
Kuomie Customer Support 📧 returns@kuomie.com 📧 support@kuomie.com 🌐 www.kuomie.com WhatsApp：8619817797953 ⏰ Response time: within 2 business days