Return policy for Keencut inc

This policy applies to distributors in the United States of America

Reason for return: Customer changed their mind and the product is NOT opened and assembled

You must contact us before confirming the return with your customer and within 14 days of receipt and provide us with the following:

• Product serial number if applicable
• Product details including model and size
• Photographs of product showing it is unopened and the condition of the packaging

If the product is deemed returnable by Keencut you will receive authorization to return the product and a returns number will be issued, NO product is to be returned without a returns number. Please use this returns number in all further correspondence relating to this matter.

You may then arrange the collection with the customer making sure they reference the returns number on their paperwork. Return to us at the address below within 30 days of the authorization to return being issued. The cost of return is not covered by Keencut. Please email [email protected] and [email protected] to inform expected date of arrival. Failure to do so may result in delays to the process or a credit being issued.

Please note Keencut accepts no responsibility for loss or damage during transit.

There is a 15% re-stocking fee. Please note this is 15% of the machine invoiced cost only, the original shipping cost will still need to be paid in full if applicable. You will be issued a credit in full for the product (see below for terms of credit) then a new invoice will be issued for the 15% fee referencing your original PO number and the returns authorization number.

Terms of credit: If on return the products internal packaging has actually been opened, if it has been assembled, if any parts are missing or it has been damaged in transit Keencut will NOT issue a full credit. Images and an explanation will be provided but Keencut’s decision is final.

Return address: Keencut returns, c/o R&S Warehousing & Distribution Center SV1, 5510 Export Blvd, Savannah, GA 31408

Reason for return: Customer changed their mind and the products HAVE been opened and assembled

In this instance the products can NOT be returned.

Reason for return: Faulty products and warranty claims

Contact us immediately the customer makes a complaint of a fault with the product, you will then receive a reference number through which we can track the progress of this issue.

Firstly we will need the customer’s order details, email address, nature of issue in as much detail as possible and some pictures and/or videos. We will then endeavour to troubleshoot the issue with the customer. This is successful in the vast majority of cases.

In the unusual event we are unable to fix the issue you will receive authorization to return the product to us. At this point please arrange for the product to be packed back in its original packaging as securely as possible with no loose or moving parts.

Please then get confirmation from the customer the product is ready for collection and supply us with the customers name, collection address, loading and docking details, email and telephone number so Keencut can arrange a courier to collect.

Keencut will arrange to send a replacement product to the customer.