Our Commitment: At Keenz, we offer a 30-day return policy for all products purchased directly from our website, https://www.keenz.us. We want you to be fully satisfied with every item you purchase from us.
Return Conditions:
- Products can be returned within 30 days of purchase for any reason, provided they are in new condition, with all original packaging and materials.
- Returns will be credited for the product price only; shipping charges are not refundable.
- All returns are subject to a restocking fee.
Important Notice: If you receive a damaged item, the wrong item, or if any parts are missing, you must notify us within 7 days of receiving the product. For orders placed during the Black Friday sale or holiday season, this period is extended to 10 days.
Initiating a Return: To start your return process, please click here. After filling out the form, we will email you a pre-paid return shipping label within 1-2 business days.
Return Shipping Instructions:
- Your return must be received by our warehouse within 10 days of receiving your approval and shipping label.
- Drop off your package at the appropriate carrier facility:
After Returning:
- Please allow up to 5 business days for your item to be inspected upon its return to our facility.
- Once the refund is processed, expect it to post to the original account within 3-5 business days.
Customer Support: If you have questions about the status of your return, please contact us at support@keenz.us or via chat in the bottom right corner of our site.
Gift Returns: Returns for items received as gifts must be initiated by the original purchaser. Successful returns will be credited back to the original payment method.
Restocking Fee Details:
- 2 Passenger Wagons: Restock Flat Fee - $50.00
- 4 Passenger Wagons: Restock Flat Fee - $75.00
- Accessories: $10.00
- For wheel use, stains, missing packaging: Restock Flat Fee + 25% of Purchase Price
- For missing parts or damage: Restock Flat Fee + 50% of Purchase Price
Refusal of Package: If your wagon has shipped and you refuse delivery or request a return to sender, you will be charged the applicable restocking fee upon the package's return to our facility.
Non-Returnable Items:
- Final sale, open box, and custom-made items are not eligible for returns.
- Open Box items are final sale and cannot be returned.
Exchanges: We currently do not offer direct exchanges. For an exchange, please return your item following the above steps and repurchase the desired item at your convenience.
Purchases from Other Sellers: Items purchased through third-party sellers (e.g., Amazon, Target, Walmart, Pish Posh Baby, Albee Baby) must be returned according to that retailer's return policies.
Need Help? For assistance during your shopping experience, please email us or visit our Customer Support Center.