Returns & Refunds

Returns & Refunds

Returns at a Glance

• Eligible orders placed directly on keobin.com may be returned within 30 days of delivery.
• Contact hello@keobin.com before shipping a return so we can confirm eligibility and provide the correct return address.
• For personal-reason returns, the customer pays return shipping and a 10% transaction fee is deducted from the refund. For confirmed quality issues or an incorrect item sent by us, KeoBin provides a prepaid return shipping label; the 10% personal-reason return fee does not apply. These fees are subject to applicable statutory consumer rights.
• Approved refunds are processed to the original payment method within 3 business days after the returned item is received and inspected.
• Orders purchased through Amazon or another marketplace must be returned through the original seller or platform.

1. Order Cancellation

1.1. Within 24 Hours and Before Shipment: Cancellation requests received within 24 hours of placing the order are free of charge only if the order has not yet shipped. No cancellation or transaction fee will be deducted.

1.2. After Shipment or After 24 Hours: Cancellation requests received after the order has shipped, even within 24 hours of placing the order, or more than 24 hours after placing the order are subject to a 5% processing fee, calculated on the amount actually paid for the cancelled items, excluding shipping charges and taxes. The fee will be deducted from the refund.

Please email hello@keobin.com with your order number to request cancellation. If an order has already shipped and cannot be stopped, please contact us to arrange a return under the return terms below.

1. In cases where the item is out of stock, our customer service team will contact the customer to confirm whether they would like to switch to an alternative model for shipment. If the customer agrees, the replacement will be processed immediately.
2. If the customer prefers to cancel the order, a full refund will be issued.
3. To improve efficiency, if our customer service team has made multiple attempts to contact the customer without receiving a response, and the item remains out of stock for 30 days, KeoBin will proactively issue a full refund to the customer. KeoBin appreciates your understanding and support.

2. 30-Day No-Reason Return & Refund

1. KeoBin offers a 30-day no-reason return and refund policy, subject to the following conditions:
2. The product may be opened for inspection, but it must remain unused, clean, complete, and in resellable condition.
3. The returned product must be in resellable condition and include all original items, accessories, and promotional gifts. If the returned product does not match the original shipment or is missing items, customer service will deduct the corresponding value before processing the refund.
4. The package must be returned in its original packaging to avoid damage during transit. If the package is damaged due to improper packaging by the customer, the customer will be held responsible for the loss. KeoBin encourages sustainability and recommends that customers retain the original packaging to reuse for the return.

1. Pre-return Communication: Please contact customer service at hello@keobin.com before returning the product to ensure you have the correct return address.
2. Return Address: Please send all returns to the following address:
   
   KeoBin Returns
   La Mirada, CA 90638
   United States
   
   Please contact us at hello@keobin.com for the complete street address before shipping your return.
3. Documentation: Before sending the package back, please take clear photos or videos of the product and its packaging and share them with customer service.
4. Tracking Information: After sending the return package, please provide tracking details to customer service for efficient tracking of your return shipment. Once the returned package is received and inspected by our warehouse, and no issues are found, KeoBin will proceed with the refund.
5. Return Package Information: KeoBin recommends including a note inside the returned package with your order number and any necessary details to help our warehouse team quickly verify your return and expedite the refund process.

Return Shipping and Transaction Fees

Personal-reason returns: For returns due to personal reasons, such as a change of mind or ordering the wrong item, the customer is responsible for arranging and paying the return shipping costs. A 10% transaction fee, calculated on the amount actually paid for the returned items, excluding shipping charges and taxes, will be deducted from the refund.

Quality issues: For an approved return due to a confirmed product quality issue, KeoBin will provide a prepaid return shipping label and cover the return shipping cost. The 10% personal-reason return transaction fee does not apply. Please contact hello@keobin.com before sending the item back.

If we sent an incorrect item, KeoBin will also provide a prepaid return shipping label and cover the return shipping cost; the personal-reason return transaction fee does not apply.

3. Exchanges

1. If the return is due to the customer's personal reasons (e.g., change of mind), the customer pays return shipping and a 10% transaction fee is deducted from the refund, as set out under Return Shipping and Transaction Fees. This is the same fee, not an additional 10% charge.
2. If the return is due to our error (e.g., an incorrect item shipped) or a confirmed quality issue, KeoBin will provide a prepaid return shipping label and cover the return shipping costs. The 10% personal-reason return fee does not apply.

3. Currently, keobin.com only supports returns for products purchased directly through our official website. If you purchased our brand's products from Amazon or other platforms, please contact the respective platform's customer service for assistance. KeoBin appreciates your understanding and support.

4. Refused Shipments

5. Refund Processing Time

6. Refund Method

7. Definition of Product Quality Issues

8. Partial Refunds

9. Non-returnable Items

1. Opened software
2. Hygiene products
3. Custom-made products
4. Any other products that cannot be resold in their original condition

10. Policy Updates