Returns and Refunds Policy
Introduction
At Milestone Kitchens, we strive to provide high-quality products and excellent customer service. This Returns and Refunds Policy outlines the terms and conditions governing returns, exchanges, and refunds for all products purchased from Milestone Kitchens.
Please read this policy carefully before making a purchase. By placing an order, you agree to the terms outlined below.
2. Refunds for Stock or products purchased from Outlet Shops
- All products available on the Stock pages, including factory seconds, once-off pieces, and discontinued stock, are sold as-is and are non-refundable.
- Customers acknowledge that these products may have wear and tear and accept the product in its current condition.
- In exceptional cases, refunds may be considered at our sole discretion. These will be reviewed on a case-by-case basis, and approval is not guaranteed.
3. Refunds for Made to Order Products
For made-to-order products purchased from Milestone Kitchens (excluding products available on the Stock page products):
- If you are not satisfied with your purchase, although we think this is unlikely, you may return it within 30 days, in the same condition that you received it, for an exchange or a full refund. If the units are not returned in the same condition in which they were received, a handling fee will be deducted from the refund amount. Returns for made to order products must be sent back to the Milestone Factory.
- The item must be unused, in the same condition as received, and in its original packaging.
- Items such as sale products, and gift cards are non-returnable.
4. Return Process
- Complete the online enquiry form with your order number, contact details, and reason for return. We may contact you directly if we require photos of the product.
- If your return request is approved, we will provide you with the necessary return instructions.
- Ship or drop off your return at the appropriate Milestone Kitchens location (see Return Locations section).
- The return shipping cost is the customer’s responsibility.
- Once we receive and inspect the returned item, we will notify you of the approval or rejection of the refund or exchange.
5. Refund Processing
- Approved refunds will be processed through the original payment method.
- If the purchase was made via Direct Bank Transfer, the refund will be issued to the same bank account.
- If the purchase was made via PayFast, the refund will be processed accordingly. Please note that PayFast transaction fees are not refundable, and these fees will be deducted from the total refund amount.
- Refunds do not include the original shipping cost.
- If you have not received your refund, please fill out our enquiry form to request assistance.
6. Exchanges
- Exchanges are only offered for new made-to-order products that are defective or damaged upon arrival. This does not apply to products purchased from our stock or retail outlets.
- If an exchange is approved, the replacement item will be shipped once we receive the returned product.
- Customers are responsible for any additional shipping costs for exchanges.
7. Return Locations and Conditions
Returns for made-to-order products must be sent back to the Milestone Factory. Products purchased from the Stock page must be returned to the original purchase location:
- KZN Factory: Milestone Farm, R614, Wartburg, 3233
- JHB Showroom: 52 6th Street, Parkhurst, Randburg, Johannesburg
- CT Warehouse: Unit 1, Ravenscraig Mews, 6 Ravenscraig Road, Woodstock, Cape Town
- Customers are responsible for return shipping costs.
- We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
8. Contact Information
For any return or refund inquiries, please contact us:
- Milestone Kitchens Offices: 076 949 5745
- Johannesburg Showroom: 082 891 1719
- Cape Town Warehouse: 076 908 0565