Refund policy
Returns
Our policy lasts 14 days. If 14 days have gone by since 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.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
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.
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 hey@getkeystone.co
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or returned.
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 hey@getkeystone.co and send your item to: East elevator, Building 5, Niannianhong Furniture Group, 201 Yongmao Road, Choujiang Street, Yiwu City, Zhejiang Province, 322000
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
KeyStone is uniquely designed in Orlando, FL, and manufactured by our trusted partners in China. We use our China warehouse for the returns. To return your product, you will need to mail your product to this address: East elevator, Building 5, Niannianhong Furniture Group, 201 Yongmao Road, Choujiang Street, Yiwu City, Zhejiang Province, 322000. Phone number: 18657937626
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
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 over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Returns
You have the right to return any product purchased from KeyStone within 14 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.
Initiating a Return:
- To initiate a return, please contact our customer service team at hey@getkeystone.co
- Provide your order number, a detailed reason for the return, and any supporting images if applicable.
Restocking Fee:
We do not charge any restocking fees for returned items.
Return Costs:
Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (variant). Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.
Return Authorization:
Once your return request is approved, you will receive a link to process your Return Authorization (RA) number and instructions on how to proceed with the return.
KeyStone functions on a global scale, and in certain instances, we may be unable to furnish a return label for shipping the return order. Nevertheless, you will be provided with a label containing return instructions.
In the event that your package arrives damaged, defective, or contains the wrong variant, we will cover the return shipping costs. You will receive a voucher code that can be applied during the return process. However, for any other return reasons not specified above, the customer will be responsible for the return shipping charges. We recommend using a traceable method to send back the item.
Return Costs:
Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (variant). Please note that shipping delays, which are beyond our control, are not considered valid reasons for initiating a return.
Hassle-Free Resolutions
Since our main return facility is located overseas (China), returning items can be costly and time-consuming for our customers. To provide a better experience, we highly encourage you to contact our support team at hey@getkeystone.co before sending any items back. In many cases, we offer alternative, hassle-free resolutions such as partial refunds, store credit, or even a full refund without requiring you to ship the physical product back to us.
Return Orders with Issues: Damage/Wrong Variant
Products that are incorrect, defective, or damaged during transit are eligible for returns. The item must be in its original, unused condition and packaging. Upon reviewing your request, we will issue a Return Authorization (RA) number along with instructions on the return process. Please make sure to ship the return within 14 days of receiving the RA number.
Upon receiving the returned product, our team will inspect it for eligibility. If the return is approved, we will process a replacement or issue a refund, as per your preference.
Exchange Request
Exchanges are only applicable within the specified return period, typically within 14 days from the date of delivery. Ensure that the product is securely packaged to prevent damage during transit. We offer exchanges for products of equal value only. If the exchange item is of a different value, the customer is responsible for paying the price difference. Customers are responsible for the cost of return shipping.
Return Exceptions / non-returnable items
All returns must adhere to the following conditions:
- Unused: Merchandise must remain in its original condition. We are unable to process returns for items that have been used.
- Damage-Free Requirement: Products should exhibit no indications of damage, unless they were received in a damaged condition.
- Special Exception: In specific instances, we may opt to dispatch a replacement item to you without necessitating the return of the original item. Should you find the replacement item unsatisfactory, both the original and replacement items must be returned to be eligible for a refund. Please note that this is a one time exception, and any subsequent replacements will only be issued upon the return of the items.
Conditions for Waiver:
Restocking fees may be waived under certain circumstances, such as:
- The item received is defective or damaged upon arrival.
- The wrong item was shipped, and a replacement is unavailable.
Requests for waiver will be evaluated on a case-by-case basis.
Changes to the Return Policy:
KeyStone reserves the right to modify or update this return policy at any time. Any changes will be effective immediately upon posting on our website.
If you have any questions or concerns about our Return Policy, please contact our customer service team at hey@getkeystone.co.
Contact & Corporate Information
For policy questions, customer support, or business inquiries, please reach out to us:
Company: NEFESOGLU LLC
Email: hey@getkeystone.co
Corporate Address: 1317 Edgewater Dr. #6961, Orlando, Florida, 32804, United States
Phone: +1 802 730 3322
