Refunds and returns
Overview
Our refund and return policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
In order to be returned, your item must be unused and in the same condition as you received it. It must also be in its original packaging.
Several types of merchandise cannot be returned. Perishable items such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials or flammable liquids or gases.
Other non-returnable items:
- Gift cards
- Downloadable software
- Some health and personal care items
To complete your return, we need a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
In some situations, only partial refunds are given:
- Book with obvious signs of use
CDs, DVDs, VHS tapes, software, video games, cassettes or vinyl records that have been opened. - Any item that is not in its original condition, is damaged or is missing parts for reasons that are not due to our error.
- Any item returned more than 30 days after delivery.
Reimbursement
Our refund and return policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
In order to be returned, your item must be unused and in the same condition as you received it. It must also be in its original packaging.
Several types of merchandise cannot be returned. Perishable items such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials or flammable liquids or gases.
Other non-returnable items:
- Gift cards
- Downloadable software
- Some health and personal care items
To complete your return, we need a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
In some situations, only partial refunds are given:
Book with obvious signs of use
CDs, DVDs, VHS tapes, software, video games, cassettes or vinyl records that have been opened.Any item that is not in its original condition, is damaged or is missing parts for reasons that are not due to our error.
Any item returned more than 30 days after delivery.
Exchanges
We will only replace items if they are defective or damaged. If you would like to exchange it for the same item, email us at {email address} and send your item to : {physical address}.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return. Upon receipt of the returned item, a gift certificate will be mailed to you.If the item was not marked as a gift at the time of purchase, or if the gift recipient had the order shipped to you later, we will send a refund to the gift recipient and they will be notified of your return.
Shipping of returns
To return your product, you must mail it to {physical address}.
You will be responsible for paying your own shipping costs for the return of your item. Shipping charges are not refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
Shipping time for your exchanged product may vary depending on where you live.
If you are returning more expensive items, you may want to consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Do you need help?
Contact us at contact@keyena.fr for any questions regarding refunds and returns.