Shipping & Returns

General Terms:

Kitchen Essentials By Marsha reserves the right to update the rules when necessary, and the updated version will be published on kitchenessentialsbymarsha.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Kitchen Essentials By Marsha immediately. All buyers are deemed to accept the rules if they are using the services provided by Kitchen Essentials By Marsha. Kitchen Essentials By Marsha's 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 is exceeded, Kitchen Essentials By Marsha reserves the right not to provide any after-sales service at that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Kitchen Essentials By Marsha via kitchenessentialsbymarsha@gmail.com.

If Kitchen Essentials By Marsha cannot fulfill the buyer's order within the order processing time, under that condition, but not limited to no stock or other conditions, Kitchen Essentials By Marsha 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, Kitchen Essentials By Marsha has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Kitchen Essentials By Marsha should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.

Kitchen Essentials By Marsha shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Kitchen Essentials By Marsha will abide by the Return & Refund policy if the request is accepted.

If Kitchen Essentials By Marsha accepts the after-sale request for "non-defective remorse returns" and is required to deduct a "restocking & repacking fee" under Kitchen Essentials By Marsha's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the total price of the order.

Kitchen Essentials By Marsha shall not require a warranty on goods sold unless provided by the manufacturer.

Kitchen Essentials By Marsha shall restrict the refund time and redelivery time under certain conditions, including but not limited to refunds based on the Refund & Return policy or agreements on refund or redelivery between Kitchen Essentials By Marsha and buyers or others. Kitchen Essentials By Marsha must refund within not more than 3 business days or provide redelivery not more than 5 business days after the request is made.

Once the buyer submits the after-sale request, the buyer needs to provide evidence (as the clause states below) to Kitchen Essentials By Marsha. If the buyer cannot provide compelling evidence within the after-sales period policy indicated, Kitchen Essentials By Marsha has the right to reject the Return & Refund request.

Whether the evidence is compelling or not will ultimately be determined by Kitchen Essentials By Marsha under various circumstances:

1. Refund Request Timing

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).

2. Return & Refund Type From Kitchen Essentials By Marsha Rules

a. For Unshipped Orders:  

The Return & Refund request is made after the stated processing time. Kitchen Essentials By Marsha will refund the order. 

The Return & Refund request is made within the stated processing time. Kitchen Essentials By Marsha has 3 business days to process the request after the buyer submits it. If Kitchen Essentials By Marsha fails to process (accept or reject) the refund request within 3 business days, Kitchen Essentials By Marsha will refund the order.

Please note: Although the order is still within the stated processing time, any Return & Refund request needs to be processed within the time listed above (i.e., 3 days).

b. For Shipped Orders:

In the case that the Return & Refund request was made after the order shipped, Kitchen Essentials By Marsha has 10 business days to process the request after the buyer submits it. If Kitchen Essentials By Marsha fails to process (accept or reject) the refund request within 10 business days, Kitchen Essentials By Marsha will refund the order.

c. For Goods Returned in Transit:

If the package is sent back to Kitchen Essentials By Marsha during transit for any reason and the buyer applies for a refund, Kitchen Essentials By Marsha should refund the request within 3 business days of receiving the request. Similarly, if the buyer requests redelivery, Kitchen Essentials By Marsha should begin redelivery within 5 business days of the request date.

d. For Goods Destroyed in Transit:

If the package/goods is/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, Kitchen Essentials By Marsha should refund the order within 3 business days of the buyer's Refund & Request e-mail or redeliver within 5 business days of the request. The following steps must be followed when creating this type of request:

(2a). Photos or videos of the damaged item to prove damage must be sent. If the photo cannot prove the products are damaged, please upload a video or other proof.

(2b). A screenshot of the e-mail or dispute received including name, date, and content must be provided. In other words, if a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.), then proof must be given to Kitchen Essentials By Marsha.

(2c). The products need to be returned to Kitchen Essentials By Marsha, if our Dispute Team asks for a return in Disputes. 

3. Exceptions:

Except in cases of improper interpretation, Kitchen Essentials By Marsha will issue a refund, resend the item(s), or accept the return for any of the following cases:

Orders Delayed:

Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from the Kitchen Essentials By Marsha warehouse. The following countries and shipping methods may be different:

(3a). For orders shipped to the USA, delay will be counted as 45 days after orders departed from  the Kitchen Essentials By Marsha warehouse.

(3b). For Brazil, delay will be counted as after 110 days counting from the date that the order departed from the Kitchen Essentials By Marsha warehouse due to the strict customs clearance in Brazil.

(3c). For any Kitchen Essentials By Marsha's Packet Liquid Line shipped to all countries, Kitchen Essentials By Marsha will deal with disputes for delayed orders after 100 days counting from the date that the order departed from Kitchen Essentials By Marsha's warehouse.

(3d). For some special shipping methods, Kitchen Essentials By Marsha cannot deal with disputes. 

4. Unusual Circumstances:

Sometimes, the order had arrived at the post office nearest to the buyer and made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for buyers to contact their local post office or go to the post office for delivery to determine the problem.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will normally be 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 buyer claims that the package has not been received. In such cases, Kitchen Essentials By Marsha will not make an effort to verify the real situation, which could entail a long process (1-2 months), and no guarantee is made of a positive result.

5.  Orders Not Received:

Kitchen Essentials By Marsha will not deal with refund or resend if the tracking information shows the order was delivered.

(5a). If the buyer did not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

(5b). Tracking Information Alert: If the tracking information shows "Alert", the reasons may be as follows:

(5-1). Incorrect/insufficient address

(5-2). No such number

(5-3). Unknown recipient

(5-4). Refused

(5-5). Did not pick up in time

(5-6). No safe delivery location

(5-7). Uncleared customs

(5-8). Other or unknown

The local distributor will deliver 1-3 times according to the actual situation. If the package is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, buyers need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Kitchen Essentials By Marsha takes no responsibility if products have been lost.

6. Incorrect or Missing Products:

Kitchen Essentials By Marsha has a strict quality control process before products are dispatched and deals with incorrect or missing products as follows:

a. For incorrect products, Kitchen Essentials By Marsha offers a full refund or replacement.

b. For products with the wrong color or size which does not affect product function, etc., Kitchen Essentials By Marsha offers a refund or will resend it if the buyer provides a screenshot of the complaint including name, content, and date.

c. For parts missing not affecting product function, Kitchen Essentials By Marsha may refund partially or resend the missing part; for parts missing which affect product function, Kitchen Essentials By Marsha will resend the product only.

d. For accessories, Kitchen Essentials By Marsha will resend any missing accessories.

7. Wrong Receipt Information:

If the buyer puts the wrong receipt information on an order, the buyer should contact us via kitchenessentialsbymarsha@gmail.com to request us to update the order with the correct receipt information. Please note that the receipt information correction or order cancellation is not guaranteed. If the order has already been shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.

If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his or her own expense. If the goods are returned in good condition, Kitchen Essentials By Marsha shall refund the order within 3 business days of receiving the goods or begin redelivery within 5 business days of receiving the goods. Please note that the buyer will additionally be responsible for the redelivery fee. If the order cannot be corrected or returned, the buyer will bear the loss.

8. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems):

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request to Kitchen Essentials By Marsha, Kitchen Essentials By Marsha should check the proof and respond within 3 business days.

If the proof checked by Kitchen Essentials By Marsha does not show the problem clearly, the proof is invalid, and Kitchen Essentials By Marsha has the right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by Kitchen Essentials By Marsha, the proof checking time shall not exceed 3 business days. If the goods need to be returned to get a refund, Kitchen Essentials By Marsha should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods do not need to be returned, Kitchen Essentials By Marsha should refund the order within 3 business days of the refund request.

If the proof is valid and the buyer requests redelivery, Kitchen Essentials By Marsha should redeliver within 5 business days of proof approval. Please note that Kitchen Essentials By Marsha has the right to refund the order if the redelivery product is out of stock or if the buyer is able to reorder the products when they are restocked.

9. Logistics Issues:

a.  Invalid Tracking Information:

If Kitchen Essentials By Marsha verifies the tracking number is wrong, and Kitchen Essentials By Marsha fails to provide the correct one within 4 business days, Kitchen Essentials By Marsha will refund the order.

b. Untimely Tracking Info Updates:

If there is no update of the tracking info for more than 7 business days after a label was created and is showing on a logistic website and the buyer applies for a refund, Kitchen Essentials By Marsha must refund the order within 3 business days of the buyer's request.

Note: This clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.

c. Over-long Shipping Period:

If the transit time exceeds the estimated delivery time by 10 days or more and Kitchen Essentials By Marsha fails to provide any valid updated tracking info, the buyer may apply for a refund. Kitchen Essentials By Marsha must refund the order within 3 business days of the buyer's request. Note: This clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.

d. Shipping Method Limits:

Some shipping methods are not trackable when orders arrive in some countries, states, or cities. Kitchen Essentials By Marsha lists those shipping methods in advance and does not accept any disputes when buyers choose those shipping methods to some countries. Unacceptable shipping methods include: PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.

Notes: Certain shipping methods for remote addresses will require additional shipping charges.

e. Force Majeure:

Kitchen Essentials By Marsha takes no responsibility for any product damage or shipping delay caused by an Act of God, including, but not limited to: epidemic, international violence, strike, war, earthquake, flood, virus, storm, heavy snow, or customs inspection. However, Kitchen Essentials By Marsha will notify the buyer by kitchenessentialsbymarsha@gmail.com of such situations as appropriate.

f. Destination Limits:

Due to limited international transportation, Kitchen Essentials By Marsha will not accept any disputes when orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea, Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan, Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu, Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.