General Terms:
Semhad Kitchen Essentials reserves the right to update the rules when necessary, and the updated version will be published on semhadkitchenessentials.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Semhad Kitchen Essentials immediately. All buyers are deemed to accept the rules if they are using the services provided by Semhad Kitchen Essentials. Semhad Kitchen Essentials' policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. If the period of the Return & Refund request filed exceeds, Semhad Kitchen Essentials reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by reaching out to semhadkitchenessentials.com/contact-us/ to cancel the order.
If Semhad Kitchen Essentials cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Semhad Kitchen Essentials has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Semhad Kitchen Essentials has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Semhad Kitchen Essentials should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Semhad Kitchen Essentials shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Semhad Kitchen Essentials will abide by the policy under this condition.
If Semhad Kitchen Essentials accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Semhad Kitchen Essentials' policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Semhad Kitchen Essentials shall not require a warranty, like whether to provide a warranty or not, or the way of warranty handling.
Semhad Kitchen Essentials shall restrict the refund time and redelivery time under the condition, including but not limited to the order should be refunded based on the policy, agreeing on refund or redelivery between Semhad Kitchen Essentials and the buyer or others, Semhad Kitchen Essentials must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Semhad Kitchen Essentials. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Semhad Kitchen Essentials has the right to reject the return and refund request. Whether the evidence is compelling or not will ultimately be determined by Semhad Kitchen Essentials Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | Semhad Kitchen Essentials Rules |
For Unshipped Orders | The Return & Refund request is made after the stated processing time. Semhad Kitchen Essentials will refund the order. The Return & Refund request is made within the stated processing time. Semhad Kitchen Essentials has 3 business days to process the request after the buyer submits it. If Semhad Kitchen Essentials fails to process (accept or reject) the refund request within 3 business days, Semhad Kitchen Essentials will refund the order. |
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | |
For Shipped Orders | The Return & Refund request is made after the order has shipped. Semhad Kitchen Essentials has 10 business days to process the request after the buyer submits it. If Semhad Kitchen Essentials fails to process (accept or reject) the refund request within 10 business days, Semhad Kitchen Essentials will refund the order.
If the package is sent back to Semhad Kitchen Essentials during transit for any reason, and the buyer applies for a refund, Semhad Kitchen Essentials should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Semhad Kitchen Essentials should begin redelivery within 5 business days of the request date.
Suppose the package/goods are destroyed in transit, and the buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed. In that case, Semhad Kitchen Essentials should refund the order within 3 business days of the buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request. a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video. b. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.). c. The products need to be returned to Semhad Kitchen Essentials if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Semhad Kitchen Essentials will make a refund, resend, or accept the return for any of the following cases:
3a. Orders Delayed:
Orders are lacking tracking information, in transit, pending, and expired 60 days after orders departed from the Semhad Kitchen Essentials warehouse. The following countries and shipping methods may be different: a. For orders shipped to the USA, it will be counted 45 days after orders depart from the Semhad Kitchen Essentials warehouse. b. For Brazil, it is 110 days from the date that the order departed from the Semhad Kitchen Essentials warehouse due to the strict customs clearance in Brazil. c. For Semhad Kitchen Essentials Packet Liquid Line to all counties, Semhad Kitchen Essentials will deal with your dispute for delayed orders after 100 days from the date that the order departed from the Semhad Kitchen Essentials warehouse. d. For some special shipping methods, Semhad Kitchen Essentials cannot deal with your disputes. (See the following important interpretation)
Notes: Sometimes, the order has arrived at the nearest post office to the buyer and made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery. Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery. Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Semhad Kitchen Essentials will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
3b. Orders Not Received:
Semhad Kitchen Essentials will not deal with the refund if orders are shipped and show delivered successfully. (See the following important interpretation)
3c. Orders Returned:
Semhad Kitchen Essentials will deal with disputes for orders returned after 30 days from the date that the order departed from the Semhad Kitchen Essentials warehouse. It will be counted 60 days after orders depart from the Semhad Kitchen Essentials warehouse for the following special countries and shipping methods: a. For orders shipped to the USA, it will be counted 45 days after orders depart from the Semhad Kitchen Essentials warehouse. b. For Brazil, it is after 110 days from the date that the order departed from the Semhad Kitchen Essentials warehouse due to the strict customs clearance in Brazil. c. For Semhad Kitchen Essentials Packet Liquid Line to all counties, Semhad Kitchen Essentials will deal with your dispute for delayed orders after 100 days from the date that the order departed from the Semhad Kitchen Essentials warehouse. d. For some special shipping methods, Semhad Kitchen Essentials cannot deal with your disputes. (See the following important interpretation)
Important Interpretation:
The package is returned to Semhad Kitchen Essentials due to the following reasons: a. Address issues: The buyer provides an incorrect address or incomplete address, and the package cannot be delivered successfully. b. Unclaimed: The buyer didn't pick up the package timely from the local post office, resulting in the package being returned. c. Denied Due to Customs: The package is denied by customs for any reason and returns to Semhad Kitchen Essentials.
Except for the following interpretation, Semhad Kitchen Essentials will not deal with your disputes under the following conditions:
a. The buyer fails to provide compelling evidence to prove that the order has been returned and received by Semhad Kitchen Essentials. b. The buyer fails to provide compelling evidence to prove that the buyer is not responsible for the issue of returning orders. c. The package is returned to the buyer due to the buyer's personal reasons, such as the buyer not being in, the buyer refusing to pay the customs tax, the buyer refusing to provide ID card information, the buyer refusing to pick up the package from the local post office, etc.
The buyer claims that the goods did not arrive, and Semhad Kitchen Essentials has conducted an investigation through the logistics company's website. If the buyer's claim is supported by the logistics information, Semhad Kitchen Essentials will refund the order within 3 business days of the buyer's request. If the buyer's claim is not supported by the logistics information, Semhad Kitchen Essentials will not refund the order.
The buyer claims that the received product is different from the description on Semhad Kitchen Essentials' website. Semhad Kitchen Essentials will deal with the dispute based on the following: a. If the received product is different from the description on Semhad Kitchen Essentials' website, and the buyer provides compelling evidence, Semhad Kitchen Essentials will refund the order within 3 business days of the buyer's request. b. If the received product is different from the description on Semhad Kitchen Essentials' website, and the buyer fails to provide compelling evidence, Semhad Kitchen Essentials will not refund the order.
The buyer claims that the product has quality issues, and Semhad Kitchen Essentials will deal with the dispute based on the following: a. If the buyer provides compelling evidence to prove that the product has quality issues, Semhad Kitchen Essentials will refund the order within 3 business days of the buyer's request. b. If the buyer fails to provide compelling evidence to prove that the product has quality issues, Semhad Kitchen Essentials will not refund the order.
Service products are subject to the following interpretation: a. Disputes arising from products damaged or shipping delayed may not result in a product cost refund. b. Disputes regarding bad quality may not be accepted as the supplier is not Semhad Kitchen Essentials. c. Semhad Kitchen Essentials may not accept disputes for service products without quality checking inspection.
Semhad Kitchen Essentials addresses various logistics issues as follows:
6.1 Invalid Tracking Information: If Semhad Kitchen Essentials verifies that the tracking number is incorrect and fails to provide the correct one within 4 business days, Semhad Kitchen Essentials will refund the order.
6.2 Untimely Tracking Info Updates: If there is no update of the tracking info for more than 7 business days after the label is created on a logistic website, and the buyer applies for a refund, Semhad Kitchen Essentials requires a refund order within 3 business days of the buyer's request.
Note: This clause is not applicable during special periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
6.3 Excessive Shipping Period: If the transit time exceeds the estimated delivery time by 10 days or more, and Semhad Kitchen Essentials fails to provide any valid tracking updates, the buyer may apply for a refund. Semhad Kitchen Essentials requires a refund order within 3 business days upon the buyer's request.
Note: This clause is not applicable during special periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
6.4 Shipping Method Limits: Certain shipping methods may not be trackable in certain countries, states, or cities. Semhad Kitchen Essentials lists these shipping methods in advance and will not accept any disputes when these methods are chosen for certain countries.
Notes:
6.5 Force Majeure: Semhad Kitchen Essentials is not responsible for any product damage or shipping delays caused by acts of God, including but not limited to epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. However, Semhad Kitchen Essentials will notify buyers via various communication channels.
6.6 Destination Limits: Due to limited international transportation, Semhad Kitchen Essentials will not accept any disputes for orders shipped to specific countries.
During holidays, COVID-19 outbreaks, abnormal weather, or other unusual circumstances, buyers should contact Semhad Kitchen Essentials for assistance. After notification, Semhad Kitchen Essentials will make decisions on these issues within two weeks.
Semhad Kitchen Essentials takes no responsibility for product damage or shipping delays caused by acts of God, including but not limited to epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. However, Semhad Kitchen Essentials will notify buyers through various communication channels.
Products can be returned to Semhad Kitchen Essentials' warehouses, but it is not recommended due to high international shipping costs and long transit times. If clients wish to return products, they should contact Semhad Kitchen Essentials via email. Please return products within 10 days after receiving products and after contacting Semhad Kitchen Essentials.
Semhad Kitchen Essentials offers a full refund for orders canceled before products are processed by warehouses. However, certain types of orders, such as POD orders, pre-order inventory orders, video and photo orders, cannot be canceled after payment.
Disputes cannot be opened if the order status is closed. Disputes cannot be resolved if third-party tracking information is untraceable.
Semhad Kitchen Essentials does not accept disputes for the following:
Semhad Kitchen Essentials is the final authority on the interpretation of the above clauses.
