Return and Refund Policy
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].
