Effective Date: March 8, 2025
At Keephomy, we are committed to ensuring your satisfaction. We strive to provide high-quality products, but in the rare case that something goes wrong, we have established a simple and fair process for returns and refunds.
Since we operate as a dropshipping business, please note that we do not own the products we sell. Our suppliers handle the fulfillment of orders, which means returns are subject to their policies. In situations where the supplier does not accept returns or refunds, we will do our best to assist you.
1. Eligibility for Refund
- You can request a refund within 14 days of receiving your product.
- To initiate a return, please send an email to [email protected] with your order details and a clear description of the issue.
- Proof of Issue: You must provide photos or videos clearly showing the defect, damage, or incorrect item. If you are claiming a defect, the photos must highlight the specific problem.
- The product must be in its original condition (unused, unopened, and undamaged) if you are requesting a return for reasons other than defects.
- No Returns for Change of Mind: We do not accept returns for products if you simply change your mind or no longer want the item. Please ensure you are happy with your purchase before completing your order.
2. Return Shipping Costs
- If your return request is approved, you will be responsible for the return shipping costs unless the product is defective or incorrect.
- Please send the product back to the supplier’s provided return address. We will provide guidance on the correct address once your return request is verified.
- You will need to provide a tracking number for the return shipment to confirm that the product was sent back.
3. Fraud Prevention
- To prevent fraudulent returns, we require that you provide clear photos or videos of the item and the issue it has.
- We may also request additional evidence if necessary or contact the supplier for confirmation.
- If we suspect any fraudulent activity, we reserve the right to deny the return.
4. Refund Process
- Once we have verified the product’s condition and the issue with the return, we will process your refund.
- For defective or incorrect items: A full refund will be issued, including any shipping fees paid for the return.
- Refunds will be credited to the original payment method used during the purchase. Please note that refunds may take 7-14 days to process depending on your payment provider.
5. Non-Returnable Items
- Items that are used, opened, or damaged (due to misuse or mishandling) are not eligible for return.
- Certain items, such as personal care products or customized products, may be non-returnable due to hygiene and safety reasons.
- Change of mind: Returns will not be accepted if you simply change your mind after purchasing.
6. How to Initiate a Return
To request a return or refund, please email us at [email protected] with the following details:
- Order Number
- Product Name
- Clear photos or videos showing the issue with the product
- A description of the issue
We will respond within 48 hours to confirm the next steps.
7. Contact Information
If you have any questions or need assistance, please contact our customer support team:
- Email: [email protected]