Returns & Refunds

Our “No Hassle” Promise We know professional kitchens don’t have time for complicated paperwork. If something isn’t right with your order, we fix it. Simple as that.

1. Damaged or Incorrect Items (Check on Delivery)

We strongly recommend checking your items while our driver is present.

• If you see damage or a mistake: Simply hand the item back to the driver immediately. We will update your invoice on the spot and process the refund/credit instantly.
• Why this is best: It’s the fastest way to resolve issues without any admin work for you.

2. Reporting Issues After Delivery

If you notice a problem after the driver has left, don’t worry.

• Timeframe: Please report any issues within 24 hours of delivery.
• How to Report: Go to the “Orders” section in your KERO dashboard or app, select the item, and upload a photo of the damage/defect.
• Resolution: Our team will review it and arrange a pickup or a replacement within 24–48 hours.

3. Eligibility for Returns

Since we supply non-perishables and kitchen essentials, we accept returns if:

• The item is unused and in its original packaging.
• The seal is unbroken (for cleaning chemicals or hygiene products).
• The item was not purchased as part of a “Clearance” or “Final Sale” promotion.

4. Refunds & Credits

Once we receive and inspect the returned item, you can choose how you want to be reimbursed:

• KERO Credit (Fastest): Immediate credit applied to your KERO wallet for your next order.
• Original Payment Method: Refund to your card or bank account (typically takes 5–10 business days depending on your bank).

5. Exchange Policy

Ordered the wrong size container or the wrong cleaning brand? No problem.

• Initiate a return request via the app.
• Place a new order for the correct item.
• We will pick up the old item when we deliver the new one.

Need Help? If you have a specific issue not covered here, contact our support team directly. We are here to keep your kitchen running. 📧