‌Effective Date: September 1, 2026‌

Orchard Turn Kitchen (“we”, “us”, “our”) operates the premium kitchen gadget e-commerce platform hosted at www.orchardturnkitchen.com, specializing in food-grade silicone brushes, multi-function peelers, precision measuring spoons, and a full range of user-friendly, durable daily kitchen tools that serve over 65k happy clients across the world. This clear Refund and Returns Policy is designed to set out standardized, fair terms for all post-order requests, and we place special clear emphasis that ‌no standalone “refund only” requests are permitted under any circumstances unless the product is confirmed to be permanently damaged during transit and cannot be replaced or exchanged at no extra cost to you‌. All users (“you”, “your”) who place orders on our website fully agree to the terms outlined below once your payment is completed and your order is confirmed. If you have any doubts about this policy before submitting your order, you are welcome to reach out to our support team for clarification before proceeding with your purchase.

1. Official Contact Information for Returns & Refund Inquiries

For all questions, return submission requests, or policy-related clarifications regarding your purchased silicone kitchen tools, you may contact our dedicated after-sales support team via the official channels below:

• Registered Business Address: 2 Orchard Turn, Singapore 238801
• After-Sales Support Email: marwen@orchardturnkitchen.com
• Customer Service Hotline: +65 62388128
  Our team operates 9AM to 6PM SGT on business days, and we will send an official acknowledgement reply to your valid return inquiry within 24 business hours from the moment we receive your message.

2. General Return Eligibility Rules

You are eligible to submit a valid return application within 30 calendar days from the date you sign for receipt of your ordered kitchen products, only if your items meet all of the following eligibility criteria:

1. The product is unopened, unused, in its original intact retail packaging, with all original product labels, hygiene seals, and accessory sets fully attached and undamaged. For silicone brushes, peelers, and measuring spoon sets that have been used, washed, or removed from their original sealed packaging, they do not qualify for return for hygiene and food safety reasons.
2. The item you wish to return is not listed under our final sale non-returnable category. All items marked as clearance sale, discounted below 50% of their original retail price, or customized with your exclusive custom logo, custom packaging, or personalized engraving features are non-returnable and non-exchangeable, as these products are made exclusively to your requirements and cannot be resold as standard stock.
3. You can provide a clear copy of your original order confirmation email, order number, and valid proof of purchase from our official website. Orders purchased through third-party unauthorized resellers or platforms are not covered by our official return and after-sales support policy.

We strictly do not accept any return applications for items that have obvious signs of misuse, accidental damage, improper storage, or use that violates the official product usage instructions provided on our product detail pages.

3. Non Allowance for Standalone Refund Only Requests

We explicitly state here that no pure, standalone “refund only” requests without product return or verified irreversible transit damage confirmation will be approved under regular circumstances. This rule applies to all scenarios including but not limited to: you mistakenly placed an order for the wrong product model, you no longer need the product after your order has been shipped, you find a lower price for the same item on another third-party platform after completing payment, or you submit a refund application without sending the physical product back to our designated return warehouse.
If your package arrives severely damaged during transit, and all the enclosed products are confirmed to be completely non-repairable and unusable after we receive your clear photo and video proof of the unopened damaged package and the destroyed items, we will arrange a 100% full refund for you after the verification process, no return of the destroyed damaged goods is required in this unique scenario. For all other cases that do not meet this special criteria, you must follow our official full product return process to send the eligible items back to our designated warehouse, before we process your corresponding exchange or refund for the returned items.

4. Approved Return Process Step by Step

1. Submit your return application via our contact page on our website, send us an email with your order number, clear photos of the item you wish to return, and a short description of your return reason. Our support team will review your application and send you an official approval notification plus our local Singapore designated return warehouse address within 2 business days if your request meets our eligibility rules.
2. Carefully pack the eligible return products back into their original packaging, attach a printed note with your full order number, and ship the package to the warehouse address we provided to you. You are responsible for covering the full return shipping cost unless the return is caused by our confirmed error, such as we shipped you the wrong product model, or the item you received has a confirmed factory manufacturing defect that cannot be used normally.
3. After our warehouse team receives and fully inspects your returned items to confirm all eligibility rules are satisfied, we will send you a confirmation inspection notification. You can choose to get an equivalent product exchange for your returned items, get store credit that you can use for any future purchases on our full site of silicone brushes, peelers, measuring spoons and other kitchen gadgets, or apply for a partial or full refund corresponding to the value of the returned products, as long as the return meets all our policy terms.

5. Refund Processing Rules

Once your returned items pass our warehouse inspection and you select the refund option, we will process your refund to your original payment method within 7 to 10 business days. The exact arrival time of the refund in your account may vary slightly depending on the processing speed of your issuing bank or payment service provider, and we are not responsible for any delays caused by the third-party payment platform’s fund settlement rules.
If your order was paid using discount codes, bonus points, or promotional gift vouchers, the corresponding refunded amount will be deducted by the value of those non-cash discount benefits, and only the actual cash amount you paid out of pocket will be returned to your original payment account. Shipping and handling fees you paid for the original order are non-refundable, unless the return is caused by our confirmed shipping error or factory product quality defect.

6. Damaged Item and Wrong Item Handling

If you receive an order that we incorrectly shipped to you (wrong product, missing accessory, or clearly confirmed factory manufacturing defect), please contact us within 7 calendar days from the date you sign for the package, and provide clear photos and short video clips that show the issue of the received item. We will first verify the authenticity of your issue, and once confirmed, we will either arrange a free new replacement product to be shipped to you via our standard fast 7-day shipping service, or cover the return shipping cost for you to send the incorrect or defective item back. In these verified error scenarios, we will never request you to pay any extra hidden fees for the replacement or return process. Again, no standalone refund only application for these verified defective or wrong items will be approved until you send the non-qualified product back to our warehouse for inspection, except for the extremely rare case where the product is 100% destroyed during transit and cannot be salvaged for return.

7. Final Sale Items Custom Order Terms

All personalized custom orders, including products with your custom logo print, custom packaging design, or bulk orders that are manufactured to your exclusive specifications, are final sale items. These custom products are not eligible for return, exchange, or any refund request under normal circumstances, unless the finished products we deliver have obvious manufacturing errors that are completely inconsistent with the custom specifications you confirmed before production. We will send you pre-production confirmation photos before producing all custom orders, to make sure the product design fully matches your requirements, and no post-order dispute will be accepted after you confirm the pre-production sample.

8. Policy Updates

We reserve the right to modify and update this Refund and Returns Policy at any time. All updates will be posted publicly on our website at www.orchardturnkitchen.com, with the revised effective date clearly marked. All orders that are completed before the updated policy takes effect will still be governed by the policy terms that were in place at the time your order was placed.
If you have any further questions about this returns and refund policy, please do not hesitate to reach out to our after-sales team anytime. Our team is committed to making every post-sales experience fair, clear, and hassle-free for all our clients who shop for safe, durable kitchen gadgets on our platform.