Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
However a product is not eligible for return or exchange if damages have been reported after delivery has been completed and inspected. If purchased product has to be exchanged, the cost of returning the original product is to be borne by the customer.
Exchanges
Keel does not offer any exchanges on furniture items. Please contact customer support for further information.
If the delivered product does not match the description on the website or arrives in a damaged condition, please inform us via WhatsApp at +92 300 155 4226.
This policy applies if:
• The issue is reported within 24 hours of receiving the shipment.
• Proof is provided in the form of unpacking videos or images of the reported product.
Once the complaint is registered and communicated with the courier services, the product will be picked up and dispatched within 15 working days.
Please note that if the ordered product is unavailable, alternative options will be provided for selection.
The product must be returned in its original condition and packaging. Refunds are not applicable.
Refunds
We will notify you once we’ve received and inspected your claim, and let you know if the claim was approved or not. If approved, you’ll be contacted by customer support and a way forward will be formulated.
• No returns or refunds will be applicable if you receive the product as shown on the website in perfect condition. (Change of mind is not applicable.)
• Promotional and discounted products are not eligible for refunds.
Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (such as special orders or personalized items). We also do not accept returns if the customer feels that the dimensions of the product do not fit within their space.
Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the Product Information on our website.
Unfortunately, we cannot accept returns on sale items or gift cards.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Cancellation Policy
Once an item has been shipped, cancellation is not possible. Custom and special order items can be cancelled within 24 hours only. Once order has been placed and 24 hours have surpassed, custom and special orders cannot be cancelled.
Shipping returns
To return your product, you should mail your product to our address.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.