Refund Policy - keenfootwearusstore

1. Introduction

2. Refund Eligibility

2.1 Refunds for Returned Products

• The request is submitted within 30 calendar days from the date you sign for the delivery (a copy of the delivery confirmation may be required).
• The product remains in brand-new, unused condition with no signs of wear, soiling, or damage. All original packaging, tags, labels, and accessories (such as shoe boxes, dust bags, and instruction booklets) must be intact and returned along with the product.
• A valid proof of purchase is provided, including the order number, purchase receipt, or order confirmation email.
• Customized shoes are eligible for refunds only if they have manufacturing defects or fail to match the customization requirements confirmed by you prior to production.

2.2 Refunds for Quality Defects

• The quality defect is reported to our customer service within 7 calendar days from the date of delivery.
• You provide clear photos or videos that clearly show the defect (e.g., stitching gaps, degumming, sole separation, material cracks) along with the product and its packaging for verification.
• The defect is confirmed to be a result of manufacturing errors, not caused by improper use, accidental damage, or normal wear and tear after delivery.

2.3 Refunds for Order Cancellations

• Cancellation requests are submitted within 2 hours of placing the order, before the order enters the processing or shipment stage. Such requests will be approved for a full refund.
• We are unable to fulfill your order due to reasons such as stock shortages, product discontinuance, or system errors. In such cases, we will automatically initiate a full refund and notify you via email within 1 business day.
• Cancellation requests made after the order has started processing or been shipped will not be processed directly. You will need to follow the return procedure to apply for a refund after receiving the product.

2.4 Refunds for Shipping Issues

• The package is confirmed lost by the logistics provider (i.e., no delivery update for 15 calendar days after shipment).
• The product is damaged during transportation, and the damage is verified by the logistics provider with supporting documents (e.g., delivery note with damage remarks) and photos of the damaged package and product.

3. Refund Application Process

1. Submit a Refund Request: Send an email to our customer service at [email protected] with the subject line "Refund Request - [Your Order Number]". The email should include your full name, contact phone number, order number, detailed reason for the refund, and relevant supporting materials (e.g., defect photos, delivery proof).
2. Request Review: Our customer service team will review your application and supporting materials within 2 business days. We may contact you via email or phone to request additional information if needed.
3. Review Result Notification: You will receive an email informing you of the review result. If approved, the email will include the designated return address (if the product needs to be returned) and the expected refund timeline. If rejected, the specific reason for rejection will be clearly explained.
4. Product Return (if required): For refund requests involving returned products, ship the product to the provided return address and include the return tracking number in your communication with us. Note: For non-quality-related returns, you are responsible for the return shipping cost; for quality or shipping-related issues, we will reimburse the return shipping cost (please retain the shipping receipt for reimbursement).
5. Product Inspection: Upon receiving the returned product, our quality control team will inspect its condition within 3 business days to confirm compliance with refund criteria.
6. Initiate Refund: Once the inspection is passed, we will initiate the refund process immediately.

4. Refund Processing Details

4.1 Refund Amount

• For eligible refunds (e.g., quality defects, order cancellation within 2 hours, lost packages), the refund amount includes the full product price paid and any applicable product taxes. The original shipping fee will be included in the refund only if the refund is due to our responsibility (e.g., manufacturing defects, failure to fulfill the order).
• For non-quality-related returns, the refund amount is the full product price, but the original shipping fee and return shipping fee will not be refunded.
• If you used a discount code, coupon, or participated in a promotional activity when purchasing, the refund will be based on the actual amount you paid, not the original marked price of the product.

4.2 Refund Method

• Credit/Debit Card: Refunds will be credited back to the original card. The processing time depends on the card issuer, typically 3-7 business days.
• PayPal/Third-Party Payment Platforms: Refunds will be deposited into your original payment account, usually within 1-3 business days.
• Gift Card: Refunds will be issued as a new electronic gift card with the corresponding amount, sent to your registered email within 24 hours of initiating the refund.

4.3 Refund Timeline

• Order Cancellation (within 2 hours): Refund initiated within 1 business day, with funds available in 3-7 business days (depending on the payment method).
• Quality Defects (approved): Refund initiated within 1 business day after confirming the defect, with funds available in 3-7 business days.
• Returned Products: Refund initiated within 1 business day after passing the product inspection, with funds available in 3-7 business days.
• Lost/Damaged Packages: Refund initiated within 1 business day after confirming the logistics issue, with funds available in 3-7 business days.

5. Non-Refundable Scenarios

• Products that have been used, worn, soiled, or damaged due to improper use, with missing original packaging, tags, or accessories.
• Return requests submitted after the 30-day period from the date of delivery (except for quality defects reported within 7 days).
• Shipping fees for non-quality-related returns or customer-initiated order modifications.
• Gift cards, digital coupons, or other intangible products once purchased or redeemed.
• Refund requests without valid proof of purchase or a clear order number.
• Products damaged due to natural wear and tear, accidents, improper maintenance, or modifications made by the customer after delivery.

6. Dispute Resolution

7. Contact Information

• Official Email: [email protected]
• Service Hours: Monday to Sunday, 9:00 AM - 8:00 PM (Eastern Time)
• Response Time: We aim to reply to all refund-related inquiries within 24 hours (excluding weekends and major public holidays).

8. Policy Updates