Warranty
SHIPPING
- In-stock orders usually leave our warehouses within 24-48 hours.
- We will send you a confirmation email with tracking information when your item ships.
- Once you get this email, you should expect to see your package within 3-5 business days.
- We use UPS ground for all packages.
Items Not Received
If tracking shows your order was delivered but you have not yet received your order, please email us at contact@kekousa.com or gives a call. Most times this can be resolved within 2-3 business days.
RETURNS
Keko takes quality seriously when it comes to both our products and our service to our customers. If you are not completely satisfied with your purchase, you may return your product within 30 days of the delivery date for a refund. To begin the return process, follow the return instructions. Please review our return policy before initiating your return:
- Returns and refunds are only accepted on items purchased via kekousa.com*.
- Items must be returned within 30 days of delivery date, in new condition, with the packing slip, in original packaging, and with all included accessories.
*For items not purchased from kekousa.com, please contact the purchase location to review its return policy and procedure.
Freight Returns
Freight orders are not eligible for returns unless KEKO was at fault.
If you are returning or exchanging an item that shipped freight for any of the reasons listed below, you will not be subject to return shipping costs or fees.
Acceptable Freight Return Exception
- The product you received has a manufacturer’s defect.
- Damaged product
- KEKO sent you a product different from the one you ordered.
Remember to inspect freight orders upon delivery, and do not accept delivery if the item is damaged or not what you ordered. Refuse the order and send an email to support@kekousa.com.
Items Not Acceptable for Return
- Items with visible wear and tear.
- Items that have been installed, modified, drilled or cut.
- Items that were delivered more than 30 days ago.
Cancellation
If your product has not shipped. You can cancel at any time.
Email: support@kekousa.com with your order number and request to cancel.
To start the return process:
If you need to return or exchange an item you ordered, please follow these steps:
- Email support@kekousa.com (include your name, order number and reason for return/exchange ) or fill out the return form below. If a defect or damaged product, images of the damaged part or components.
- When confirmed and approved you will be provided with a return goods authorization (RGA) number. Attach this number with a copy of your order receipt to the product.
- For standard returns, ship your unused product, in its original packaging, to the address identified in our email. For warranties we will provide the steps appropriate for your particular warranty.
- PLEASE NOTE: Return shipping is the responsibility of the one returning the items.
- Once we receive the return, we will either issue you a refund or send a new item.
Please allow up to seven (7) days to see the refund applied to your original payment method.
Restocking Fees
- Shipping and handling fees will not be refunded.
- All products are subject to a 25% restocking fee.
- If the reason for return or exchange is due to an error made by KEKO, the customer does not pay additional fees.