Refund Policies

✅ What Qualifies for a Refund, Resend, or Return

1. Order Delays

• USA: Eligible after 45 days from shipment departure.
• Brazil: Eligible after 110 days due to customs processing.
• Other Countries: Eligible after 100 days for selected shipping methods.

Orders may occasionally be delayed because of carrier issues, customs inspections, or incorrect delivery information. Before submitting a claim, please contact your local postal service to check the package status.

2. Orders Not Received

• If tracking shows the package as Delivered, refunds or replacements cannot be issued.
• If your order has not arrived, a non-delivery certificate from your local post office may be required.

3. Damaged Products

• Full refund or replacement for severely damaged items.
• Partial refund may be offered for minor cosmetic damage.
• Damage to outer packaging alone does not qualify for compensation.
• Claims involving electronic products must be submitted within 30 days of delivery.

4. Incorrect or Missing Products

• Full refund or replacement for incorrect products.
• Partial refund or replacement for missing non-essential accessories or components.
• For sizing concerns, please include a photo showing the product measurements.

5. Order Cancellations

• Orders may be canceled for a full refund before processing or shipment.
• Customized, personalized, or pre-order products cannot be canceled after payment has been confirmed.

📩 How to Submit a Claim

To help us process your request quickly, please provide:

• Photos or videos showing the issue.
• Screenshots of any relevant communication or tracking information.
• Your order number.
• The returned product if requested by our support team.

⚠ Important Notes & Exceptions

Dispute Deadlines

Claims should be submitted within 7 days of delivery or the expected delivery date whenever applicable.

Force Majeure

We are not responsible for shipping delays caused by events beyond our reasonable control, including:

• Natural disasters
• Pandemics or epidemics
• Customs inspections
• War, civil unrest, or government restrictions

Shipping Method Restrictions

Certain economy or non-trackable shipping services are not eligible for refund claims once shipped.

Delivery Location Restrictions

Claims may be limited or unavailable for destinations experiencing known delivery disruptions or high shipping risks.

Returns

• Returns require prior authorization.
• Unauthorized returns cannot be processed.
• Approved returns must be shipped within 30 days of delivery.

Service-Based Products

Services such as packaging, gift wrapping, photography, or similar fulfilled services are non-refundable once completed.

Claims That Are Not Accepted

• Change of mind.
• Products that differ from expectations but are not defective.
• Delays caused by customs or force majeure events.
• Incorrect shipping address supplied by the customer.
• Wrong product or size selected during checkout.

📌 Additional Information

• No disputes can be opened once an order has been marked as closed.
• Certain economy shipping methods may not qualify for disputes.
• Returns are accepted only at authorized return facilities.
• Service-related claims may require inspection before approval.
• Additional exclusions may apply for customs issues, removed tracking information, product odors, or similar situations.

💬 Need Help?

If you're unsure whether your order qualifies for a refund, replacement, or resend, our customer support team is happy to help.

Email: support@keiek.shop

We appreciate your trust in keiek.shop and are committed to making your shopping experience as smooth as possible.