Return & Refund Policy
Last Updated: June 2026
At Keenharm™, we want every customer to feel confident when shopping with us. If you're not completely satisfied with your purchase, we're here to help. This policy outlines our return, replacement, and refund procedures.
1. Return Window
We offer a 30-day return period beginning on the date your order is delivered.
To qualify for a return, products must meet the following requirements:
- Item must be unused and in resalable condition
- Product must include original packaging and accessories
- Product must not show signs of excessive wear, damage, or misuse
- Proof of purchase or order confirmation must be provided
Returns requested after the 30-day period may not be eligible for approval.
2. Requesting a Return
Before sending any item back, you must first contact our support team for return authorization.
Contact Information
Email: service@keenharm.com
When contacting us, please include:
- Order number
- Full name used for the order
- Description of the issue
- Photos (if applicable)
If your request is approved, we will provide instructions for completing the return process.
Important
Unauthorized returns sent without prior approval may be refused and returned to the sender.
3. Incorrect, Damaged, or Defective Products
Please inspect your package immediately upon arrival.
If you receive:
- A damaged item
- A defective product
- An incorrect item
- Missing components
Please notify us within 72 hours of delivery.
To assist with evaluation, we may request:
📷 Photos of the product
📦 Photos of the packaging
📝 A brief description of the issue
Once verified, we will work with you to provide an appropriate solution, which may include a replacement or refund.
4. Non-Returnable Items
For safety, hygiene, and operational reasons, certain products cannot be returned.
These may include:
- Personalized or custom-made items
- Gift cards
- Clearance or final-sale merchandise
- Products showing signs of use, damage, or alteration caused after delivery
- Certain pet hygiene or grooming products once opened
Shipping charges paid during checkout are generally non-refundable unless the return results from our error.
If you are unsure whether a product qualifies for return, please contact us before submitting a request.
5. Product Exchanges
We currently do not offer direct product exchanges.
If you would like a different item:
- Request a return for the original product (if eligible).
- Once approved, place a new order for the desired item.
This helps ensure faster processing and product availability.
6. European Union Customers
For orders delivered within the European Union, customers may be entitled to a statutory 14-day withdrawal period under applicable consumer protection laws.
To qualify:
- The item must be unused
- The item must remain in original condition
- Original packaging must be included
- Proof of purchase must be provided
This legal right applies independently of our standard return policy where required by law.
7. Refund Processing
After your returned item arrives and has been inspected, we will notify you regarding the status of your refund.
Approved Refunds
If approved:
- Refunds will be issued to the original payment method used during purchase.
- Processing typically occurs within 5–10 business days.
- Financial institutions may require additional time to post the refund.
If you have not received your refund after 15 business days from approval, please contact our support team.
8. Return Shipping
Customers may be responsible for return shipping costs unless:
- The wrong item was shipped
- The product arrived damaged
- The item was defective upon arrival
Return shipping instructions will be provided after return authorization has been approved.
Please do not send returns to the business address listed on our website unless specifically instructed by our support team.
Thank you for choosing Keenharm™. We appreciate the opportunity to serve you and your pets and will always strive to provide a positive shopping experience.