At KeenCare’s, we are dedicated to delivering high-quality health products and excellent customer service. If you are not fully satisfied with your purchase, we are here to provide you with a simple and smooth return and refund process.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
The item must be unused, unopened, and in the same condition in which you received it. ● The item must be returned in its original packaging.
You must return the item within 7 days from the date of delivery.
You must request a return by contacting our customer service team within 5 days of delivery.
Perishable goods such as food supplements, opened beauty care products, and baby care items are not eligible for returns.
We do not accept returns for medicine, as these are regulated health products. Non-returnable Items
Opened or used products.
Perishable or consumable items.
Personalized or made-to-order products.
Items purchased on sale or under special discount offers.
Refund Process
Contact Us: To initiate a return, contact our customer service team at [customer service email] or call us at [customer service number] within 5 days of receiving your item. Please include your order number and the reason for the return.
Approval: Once your request is received, our team will review it and provide you with a return authorization if your request is approved.
Returning the Product: Upon approval, you will be responsible for returning the product to our store at the address provided. Return transportation costs are non-refundable unless the return is due to an error on our part (e.g., wrong or damaged item).
Inspection and Replacement: After submitting your return request, if a replacement is approved, you will receive the replaced product in approximately 24 to 48 hours if you are within Dhaka, and within 5 to 7 days if outside Dhaka. These timeframes may vary depending on location and courier service availability.
Claims Policy
If you receive a product that is damaged, defective, or incorrect, you are entitled to file a claim. Here’s how to proceed:
Report a Claim: Notify our customer service team within 48 hours of delivery if your item was damaged during transit or if you received the wrong product.
Supporting Evidence: To process your claim, kindly provide:
○ Photos of the damaged or incorrect item.
○ Your order number and a description of the issue.
Resolution: Once we review your claim, we will either:
○ Send you a replacement for the damaged or incorrect item, or
○ Issue a full refund, including any transportation costs.
Return of Damaged Items: If necessary, we may request the return of the damaged product. In such cases, we will cover the return transportation costs.
Late or Missing Refunds
If you have not received a refund after 10 business days, please contact your bank or credit card company to verify any pending transactions. If you still have not received your refund, please contact us at [customer service email or phone number].
