SOLIDS LLC ("we", "us", "our") is committed to your satisfaction. This policy explains your rights when returning items purchased from KitchenSort, in line with UAE Federal Law No. 15 of 2020 on Consumer Protection (as amended in 2023).
1. Your Right to Cancel and Return
You may request a return or cancellation within 14 days of receiving your order, without needing to give a reason, provided the item is:
- Unused and in its original condition
- In its original packaging, with all accessories, manuals, and labels intact
- Accompanied by proof of purchase (order number or receipt)
The 14-day right does not apply to:
- Items that have been used, damaged, or altered after delivery
- Hygiene-sealed items where the seal has been broken
- Custom or personalized items made to your specification
- Clearance or final-sale items, clearly marked as such at time of purchase
3. Defective, Damaged, or Incorrect Items
If an item arrives defective, damaged, or different from what you ordered, you are entitled to a full refund, replacement, or repair, regardless of the 14-day window, in accordance with UAE consumer protection law. We do not apply "no refund" or "no exchange" conditions to defective or non-conforming goods.
Please contact us within 48 hours of delivery with photos of the issue so we can resolve it quickly.
4. How to Request a Return
1) Email hello@kitchensort.com with your order number and reason for return.
2) We will confirm receipt of your request within 2 business days and provide return instructions.
3) Pack the item securely and send it to the address we provide, or arrange the collection we offer (where available).
- If the return is due to our error (wrong, defective, or damaged item), we cover return shipping.
- If the return is due to a change of mind, the customer is responsible for return shipping costs.
Once we receive and inspect the returned item, we will process your refund within 7-14 business days to your original payment method. You will receive an email confirmation once the refund is issued. Bank processing times may add a few additional days beyond this.
Email: hello@kitchensort.com
Trade License No.: 2647371.01
Address: Sharjah Media City, Sharjah, UAE
