Refund policy

Return and Refund Policy

Effective Date: 10 November 2026

At KitchenGrid, we believe that a well-organised kitchen makes everyday cooking more enjoyable. From keeping seasonings neatly arranged to creating a cleaner, more practical space beside the sink, our products are selected to bring convenience and order into everyday kitchen routines.

We want every customer to feel confident when shopping with us. If your purchase does not meet your expectations, arrives damaged, or is different from what you ordered, this Return and Refund Policy explains how we handle your request.

This policy applies to purchases made through www.dovellianova.com and should be read together with the Australian Consumer Law (ACL), which provides consumers with important statutory protections.

1. Your Rights Under Australian Consumer Law

Products purchased from KitchenGrid are covered by applicable consumer guarantees under the Australian Consumer Law.

These guarantees may include the right to expect that products:

  • Are of acceptable quality and free from defects.

  • Are reasonably durable and safe for their intended use.

  • Match their descriptions, photographs, and advertised specifications.

  • Are fit for any particular purpose that was communicated to us and accepted.

  • Correspond with any sample or demonstration model where applicable.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy depending on the circumstances and seriousness of the problem.

For a major failure, customers may have the right to choose between a refund and a replacement. For a minor failure, the business may generally have an opportunity to provide an appropriate remedy within a reasonable time.

These statutory rights are separate from our voluntary change-of-mind return arrangements. Nothing in this policy excludes or limits rights that cannot legally be excluded under Australian law.

2. Change-of-Mind Returns

We understand that sometimes a product may no longer be needed after an order has been placed. As a voluntary customer service arrangement, KitchenGrid accepts eligible change-of-mind return requests within 30 calendar days after delivery.

To qualify for a voluntary change-of-mind return, the product should:

  • Be unused and in its original condition.

  • Be returned with its original packaging where reasonably available.

  • Include all supplied parts, lids, accessories, fittings, and instructions.

  • Be free from stains, food residue, damage, or signs of installation or use.

  • Be accompanied by a valid order number or other proof of purchase.

For kitchen storage products, condition is particularly important. Seasoning jars should be unopened, clean, and free from food residue. Dish racks should be unused, unassembled where reasonably possible, and returned with their original components.

We may decline a voluntary change-of-mind return if the product has been used, damaged, altered, or cannot reasonably be resold in its original condition.

These conditions apply only to voluntary change-of-mind returns. They do not remove statutory remedies for faulty, unsafe, misdescribed, or otherwise non-compliant products.

3. Products Arriving Damaged or Defective

We take care when preparing orders, but damage can occasionally occur during handling or delivery.

If your seasoning jar, dish rack, or another purchased item arrives damaged or defective, please contact us as soon as reasonably possible.

Examples include:

  • A seasoning jar arriving cracked, chipped, or broken.

  • A lid, seal, or supplied accessory being missing or damaged.

  • A dish rack arriving bent, unstable, or with defective joints.

  • Rust or corrosion appearing in circumstances inconsistent with the product's advertised quality or intended use.

  • Missing assembly components.

  • A product that materially differs from its advertised description.

  • A product that cannot perform its advertised or reasonably expected function.

Please email help@dovellianova.com and provide:

  1. Your order number.

  2. The name of the affected product.

  3. A description of the problem.

  4. Clear photographs of the item and packaging, where practical.

  5. Any other information that may help us understand the issue.

We will assess the issue and provide an appropriate remedy under the Australian Consumer Law.

Where a product is faulty, you do not have to rely solely on our voluntary 30-day change-of-mind policy to request assistance.

4. Incorrect or Incomplete Orders

If you receive a different product from the one ordered, or your package is missing an item or component, please let us know.

For example, contact us if:

  • You ordered a seasoning jar set but received a different product.

  • The size or configuration supplied materially differs from the product purchased.