By placing orders from Keenwalking, please ensure that you read, understood, and agreed with our return/refund terms.
We only accepts to resolve the return/refund request sent to us within 30 days from the date the customer receives the item (the date on the shipment online tracking).
To initiate a return/exchange, please contact our customer service team (firstname.lastname@example.org) for an assessment. Upon approval, the return address will be emailed to you. Please note, items must be shipped back to the address provided by customer service, NOT the address on your original delivery.
Damaged or Wrong Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To address this issue shortly, please send us the pictures of damaged or wrong items right after you unbox the package. We will issue a free exchange if we sent you the wrong items.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds (if applicable)
As receiving the item, you can send us a return/refund request to our customer support email email@example.com.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
Despite that Keenwalking always wants to bring the best value to the customer, we cannot accept return/refund in the following situations:
- You decline to follow our return instruction and do not provide us the adequate requested information
- The item is the free gift included
We only accepts the request sent to us if the package has not been shipped out yet. No cancellation fee applies.
For any changes in the shipping address, a variant of item (including size and color), please contact us via email firstname.lastname@example.org within 12 hours, and our customer supporters will be ready to help you repair the order.
In case you want to cancel the order due to placing the wrong order, we are also glad to help if your package has not been sent out.
- If the replacement item(s) have the same price as the wrong placed item(s), we will help you repair the order and the order will not be canceled.
- If the replacement item(s) have an unequal price to the wrong placed item(s), we will provide a discount code that has the same value as your old order so that you could apply it and place the new order.
The excessive amount of money(in case the new order has a smaller value than the old one) will be refunded to you by the original payment method ( if your card is available) or will be credited in another discount code( if your card is unavailable).