We pride ourselves on creating beautiful products made with care. If you need to request a refund, return or exchange we ask that you take the time to read this returns policy.
Please do not send item(s) back to KeapSake without first contacting our ecommerce team.
Phone: +61 2 4381 0020
Mail: KeapSake, Baronga Road, Avoca Beach, NSW 2251, Australia
Included with your request must be the following information:
- A daytime and after hours contact number.
- Transaction ID (receipt number) OR a copy of your invoice/receipt.
- A brief description of the fault or issue
Please do not returns until we have replied or spoken with you.
RETURNS FOR DAMAGED ITEMS
If your goods arrived damaged please let us know as soon as possible. Damage goods returns must be requested within 7 days of receiving your purchase. Once the return is approved we'll organise a pick-up where possible.
In the case of damaged or faulty goods a photograph of the item can help us determine the best way we can help you. Please include one when you email or write to us.
RETURNS FOR CHANGE OF MIND
We encourage you to choose carefully from our collection. Remember that we're always here to help you find the right item and we're happy to talk to you about what would be best for your home.
Returns for change of mind must start within 14 days of the date of shipment. Please note KeapSake may not offer a refund for change of mind returns, however we may offer a credit voucher or exchange. The exchange or credit will not include shipping and handling charges, and these could be charged at the time of return or deducted from a credit voucher or exchange value should we decide to offer one. The exchange or credit will be issued when the goods are received by KeapSake in original condition, including product packaging where applicable.
Where an item may not be suitable (eg incorrect size) please contact our customer service team via the Contact Us page for personalised assistance.
Should you wish us to supply a return postal voucher - this will make it easier to return the item to us - a shipping cost will need to be paid, and the parcel taken to your local post office or post shop for postage. For small items and some articles under 2kg the cost will be $15 per parcel. For larger, bulky items or articles over 2kg the return shipping cost will be $20. Items are not usually collected from you unless by special arrangement. Collection of parcels incurs and additional charge of $6.95 for the driver to come to you.
Purchases where a Change of Mind return is expressly not available.
KeapSake will accept product returns and provide you with an exchange voucher, refund or repair where:
- The product is faulty or is not of a reasonably acceptable quality; OR
- The product cannot perform the way promised (is not fit for its intended purpose); OR
- The product is significantly different from the published sample or description; AND
- You can present your KeapSake tax invoice or other adequate proof of purchase.
KeapSake may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. KeapSake reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse, poor storage or neglect.
For incorrect item replacements KeapSake must be notified within 14 days of receipt of the goods in order for a refund/exchange to occur. To arrange for return/replacement of the incorrect item please contac the ecommerce team using the methods outlined above. Refund/exchange in these cases is at the discretion of KeapSake.
KeapSake reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. Goods presented for repair may be replaced by new or refurbished goods of the same type rather than being repaired. New and/or refurbished parts may be used to repair goods.
Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address on our contact page and need to be accompanied with supporting evidence.
Refund, credit and exchange values do not include the cost of shipping the goods to or from the purchaser.
KeapSake products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.