We are committed to provide 'unconditional return and exchange' within 30 days for the Products purchased at KEEN Hong Kong Official Online Store.
( i ) The color, design model and materials of product are not consistent with the description on the website;
( ii ) The product is purchased in wrong size or doesn’t fit;
( iii ) There is any problems in the shipping process;
( iv ) You dislike the product;
( v ) You purchase a wrong product;
( vi ) You receive a product flawed or with any quality defects.
- Return Products should be in original condition (for example, the Products are kept unused, unwashed or unaltered, no stains or cosmetics on the products and intact, and the Product with accessories (if applicable) shall be in the intact original brand packaging.
- Please contact our Customer Service and complete Online Return/Exchange Form. All items must be received by KEEN Hong Kong in order for a customer to be eligible for a refund or replacement. You shall ensure that the Product is sent to us in the same condition as it was when received by you and is packaged properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the original Product back to you.
- We do not honor any exchange/returns or refund without completion of Online Return/Exchange Form. Please contact our Customer Service for Online Return/Exchange Form.
- Exchange is allowed once in each order, except for product quality issues. Exchange can be made only for same or below priced product. No return / exchange is honored for all replacements.
- Return the Products together with the order form, otherwise we will not be able to process your returns/exchange. The shipping fees will be borne by you if return/exchange is requested without quality issue.
- Below conditions are not recognised as quality issues:
( i ) Colour differences due to different monitors (different displays, colour differences are not avoidable), thickness of the Products, running threads,hand-feel and other similar details, etc.;
( ii ) Unsatified style, colour and subjective preferences;
( iii ) Damage caused by improper use, wash or damage caused by your own alteration or other human factors;
( iv ) If the Products are clearly indicated with defects at the time of purchase, i.e. B-grade or products with identified cosmetic defects, such defects.
Return / Exchange Conditions
- The Products are sent back within the stated return/exchange period.
- The Products for returning/exchange is in a condition that can be sold again; the surface of the product has no scratches,damage, unwashed and unused. The Products should be keep in theirs original condition.
- The outer packaging is intact, the shoe box has no tear, graffiti, the shoe box is not wrapped with tapes or posted with the waybill labels.
- All related accessories (including warranty card, dust bag, shoelace etc.) and all gift set provided must be included with your return, otherwise, we reserve the right for charging you the price.
Return / Exchange Process
If you want to return your order, please make sure that your order meets the Criteria for Accepting Returns/Exchange (See "Return / Exchange Conditions"). You may proceed return/exchange procedure as follow:
( i ) Login to your KEEN Hong Kong Official Online shop account or login as a guest via the tracking link in "Order Confirmation" email.
( ii ) Click "Inquiry" on "Order Information" page to reach our Customer Service.
( iii ) Fill in Online Return/Exchange Form that Customer Service provide.
( iv ) Customer Service may require relevant photos and receipt for further confirmation.
( v ) Return the Product with "Order Form" to the address shown on the "Return / Exchange" page. The shipping fees will be borne by you if return/exchange is requested without quality issue.
- The exchanged item will be sent to the delivery address provided in original Order unless new recipient address is provided in exchange application.
- You cannot request for exchange in the same order until the existing exchange process is completed. Please contact Customer Service if any change shall be made on the application.
- Once we receive the returned Products and confirm the return conditions and requirements are met, we will refund to your credit or debit card company as applicable any money already paid to us for the returned Products within 7-10 business days. We have the right to deduct the partial refund amount/ shipping fees if your returned products were bought together with other products to enjoy our threshold promotions or free shipping promotion.
Refusal of Order
- We reserve the right to withdraw any Products from this Platform at any time and/or remove or edit any materials or content on this Platform. We will make our best efforts to always process all Orders but there may be exceptional circumstances wherein, we may need to refuse to process an Order after we have sent you an Order Confirmation, which we reserve the right to do at any time, at our sole discretion.
- If we cancel your Order and you have already made payment for your Order, the payment amounts will be fully refunded to you.
- We will not be liable to you or any other third party by reason of withdrawing any Product from this Platform, whether it has been sold or not, removing or editing any materials or contents on this Platform or for refusing to process or accept an Order.