Return Policy
RETURNS
If you have any questions or need any clarification please don't hesitate to email or call us on info@keoji.com.au
----
Due to the nature of the products, we do not offer refund/return/exchange on orders once shipped unless products are damaged or defective.
Our policy lasts 30 days. If 30 days have gone by since receiving your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase and photograph proof of the issue.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
In the case of a refund request before an order has been packed/shipped or refunds made for change of mind, please note that for all orders made via Afterpay, a fee of 6% will be deducted from your final refund amount to cover for Afterpay Merchant Fee that are not refunded to Keoji. Transaction and Merchant fees made by, but not limited to, the payment providers such as Shopify, Mastercard, Visa, Paypal etc, will be deducted from the refund total amount.
Please note, these payment providers do not refund Keoji for transaction and merchant fees.
If a parcel is returned to Keoji due to being unclaimed or because an incorrect address was submitted, the customer will be responsible for the re-delivery, handling and postage fee. This fee is valued at $20 depending on the weight and size of the order. If the customer would prefer a refund, then the fee will be deducted from the total order amount.
Cost of delivery/postage in the original order are non-refundable regardless of the issue at hand.
Cancellation
Cancellation of an order can be made prior to the order being shipped. For cancellation of orders that has been shipped, the request will be treated as a "Return Request".
Refunds for all cancellation requests will be paid into the same transaction method used during the order. This refund will be in the value of the order minus any transaction fee incurred by the payment provider you have used during the order.
Afterpay, a fee of 6% will be deducted from your final refund amount to cover for Afterpay Merchant Fee that are not refunded to Keoji. Transaction and Merchant fees made by, but not limited to, the payment providers such as Shopify, Mastercard, Visa, Paypal etc, will be deducted from the refund total amount.
Please note, these payment providers do not refund Keoji for transaction and merchant fees.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@keoji.com.au
Sale items (if applicable)
Sale items may be refunded on a case by case basis and is at the sole discretion and approval by Keoji.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@keoji.com.au and we will send you our PO Box address.
Gift Cards
No refunds are permitted with respect to Gift Cards. The value of lost, stolen or damaged cards will not be replaced.
Shipping
To return your product, you should email us at info@keoji.com.au for postal details.
You will be responsible for paying for your own shipping costs for returning your item unless the product(s) are deemed damaged on arrival or defective. Otherwise, If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item(s) over $85, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.