Refunds, Returns and Replacement Policy

Effective date: July 10, 2026

This Refunds, Returns and Replacement Policy explains how Keenfillers.com handles requests relating to incorrect, missing, damaged, defective or unwanted products.

By placing an order through Keenfillers.com, you confirm that you have read and accepted the terms stated in this Policy.

For assistance with an order, contact us at:

Email: support@keenfillers.com
Website: Keenfillers.com

1. When a Refund, Return or Replacement May Be Available

A refund, return, replacement or store credit may be considered in the following circumstances:

• You received a product different from the one ordered.

• One or more products were missing from your parcel.

• A product arrived damaged.

• A product was confirmed to have a manufacturing defect.

• You submitted an eligible return request within the permitted return period.

• A duplicate order or duplicate payment was made.

• A shipment could not be completed due to an eligible delivery or customs-related issue.

All requests are reviewed individually and remain subject to the conditions below.

2. Incorrect or Missing Products

Customers must inspect their parcels carefully immediately after delivery.

Please check all packaging materials, including protective wrapping, bubble wrap, inserts and the inside of the shipping box. Smaller products may occasionally be placed between protective materials to prevent movement or damage during transportation.

Keenfillers.com may retain packing records, photographs, weight records or video recordings of the order preparation process. These records may be reviewed when investigating a missing or incorrect item claim.

To submit a claim, the customer must provide:

• The relevant order number.

• A clear description of the issue.

• Photographs of the parcel and its contents.

• An uninterrupted unboxing video clearly showing the sealed parcel being opened.

When our review confirms that an incorrect product was sent or an item was omitted during packing, we may provide a replacement, refund or store credit.

Claims may be rejected when the required evidence is unavailable or when the packaging has already been discarded before the issue was documented.

3. Damaged or Defective Products

Any product received in a damaged or defective condition must be reported within 30 days of delivery.

The customer must provide clear photographs or a short video showing:

• The damaged or defective product.

• The product packaging.

• The shipping box or envelope.

• The product batch or lot number, where visible.

• The shipping label.

The evidence may be reviewed by our team, shipping partner, supplier or manufacturer.

When the damage is confirmed to have resulted from transportation, packing or manufacturing, Keenfillers.com may offer one of the following remedies:

• Replacement of the affected product.

• Refund for the affected product.

• Store credit equal to the approved amount.

Where a replacement is approved due to an error attributable to Keenfillers.com, the reasonable cost of sending the replacement will be covered by us.

For an order containing several products, compensation will normally apply only to the products confirmed as damaged or defective. Damage to one item does not automatically qualify the entire order for a refund.

4. Change-of-Mind Returns

A customer may request a return due to a change of mind within 30 days of receiving the order, subject to eligibility.

To qualify for a return, the product must be:

• Unused.

• Unopened.

• Unaltered.

• Undamaged.

• In its complete original packaging.

• Suitable for resale.

Products with broken seals, opened packaging, damaged boxes, missing labels or signs of use may not be accepted.

For health, hygiene, cosmetic, injectable, sterile or temperature-sensitive products, returns may be restricted once the seal or protective packaging has been opened. This is necessary for safety, hygiene and product-integrity reasons.

Customers must obtain written return approval before sending any product back. Unauthorised returns may be refused and may not qualify for a refund.

Unless the return results from an error by Keenfillers.com, the customer is responsible for return shipping costs and any associated carrier charges.

5. Product Expiry Dates

Products delivered with more than three months remaining before their stated expiry date are generally considered to have an acceptable usable shelf life.

Customers are responsible for checking expiry dates after delivery and for using or storing products within the appropriate period.

A refund or replacement will not normally be provided when:

• The product had an acceptable shelf life when delivered.

• The product expired after remaining in the customer’s possession for an extended period.

• The product was stored contrary to the recommended storage instructions.

• The product’s condition deteriorated because of improper handling after delivery.

Any concern regarding an unusually short expiry date must be reported promptly after delivery and before the product is opened or used.

6. Delivery Attempts and Recipient Availability

Customers are responsible for providing a complete and accurate delivery address and for remaining available to receive the shipment.

Where delivery cannot be completed because the recipient was unavailable, the customer must contact the carrier to arrange redelivery or collection.

Keenfillers.com will not normally issue a refund or free replacement when a parcel is returned, abandoned or destroyed because:

• The recipient repeatedly missed delivery attempts.

• The customer failed to collect the parcel.

• The customer did not respond to the carrier.

• An incomplete or incorrect address was supplied.

• The customer refused delivery without prior approval.

Any cost associated with resending a parcel in these circumstances may be charged to the customer.

7. Customs, Import Taxes and Clearance Issues

International customers are responsible for understanding and complying with the import requirements of their destination country.

This may include:

• Providing identification or supporting documents.

• Obtaining permits or approvals.

• Responding to customs or carrier requests.

• Paying import duties, taxes, handling fees or clearance charges.

• Confirming that the ordered products may legally be imported.

Keenfillers.com does not control customs authorities and cannot guarantee that every parcel will be cleared without delay, inspection or additional requirements.

When a parcel is delayed or held by customs, the customer must cooperate with the carrier and customs authority to resolve the matter.

Depending on the circumstances, Keenfillers.com may offer:

• One complimentary reshipment.

• Reshipment using a different shipping route or carrier.

• Store credit for the approved value of the affected products.

• Another solution agreed in writing.

When the same destination, customer or type of shipment experiences repeated customs difficulties, Keenfillers.com may limit further reshipments and provide store credit instead.

Refunds or replacements may be refused where the customer failed to provide requested documents, refused to pay applicable charges or did not cooperate with the clearance process.

8. Duplicate Orders or Payments

Customers should review their order carefully before submitting another payment or placing a second order.

When a duplicate payment is confirmed, the duplicate amount may be:

• Refunded to the original payment method.

• Returned by bank transfer.

• Applied as store credit.

• Applied toward another order, where requested.

If two identical orders are placed, Keenfillers.com may temporarily hold one order while requesting confirmation from the customer.

If both orders have already been processed or shipped, they may no longer qualify for cancellation.

Any bank, currency-conversion or payment-processing charges that are not received by Keenfillers.com may be excluded from the refunded amount.

9. Refund Method

Approved refunds will generally be issued through the original payment method whenever reasonably possible.

Depending on the original transaction and the circumstances of the claim, a refund may also be issued as:

• Bank transfer.

• Store credit.

• Account balance.

• Another mutually agreed payment method.

Refund processing times may vary depending on the customer’s bank, card provider, payment platform and currency.

Original shipping charges, customs duties, payment-processing fees and currency-conversion charges may be non-refundable unless the refund results directly from an error by Keenfillers.com or applicable law requires otherwise.

10. Refunds Made by Bank Transfer

Where a refund must be sent to a bank account, the customer is responsible for providing complete and accurate account information.

This may include:

• Account holder’s full name.

• Bank name.

• IBAN or account number.

• SWIFT or BIC code.

• Bank address, where required.

• Currency of the receiving account.

Keenfillers.com is not responsible for delays, failed transfers or losses caused by incorrect banking information supplied by the customer.

Additional verification may be requested where the refund account name differs from the customer or payer named on the original order.

Refunds will not be sent to an unrelated third party without satisfactory verification and written approval.

11. How to Submit a Claim

To request a refund, return, replacement or store credit, email support@keenfillers.com and provide:

• Your full name.

• Order number.

• Date of delivery.

• A clear explanation of the issue.

• Photographs or videos supporting the claim.

• An unboxing video for missing or incorrect product claims.

• Any relevant communication from the carrier or customs authority.

Submitting incomplete information may delay the investigation.

We aim to review properly documented claims and provide an initial response within five to seven business days. More complex claims involving carriers, customs authorities, suppliers or manufacturers may require additional time.

Submitting a claim does not automatically guarantee approval.

12. Returns Procedure

Products must not be returned until written return instructions have been provided by Keenfillers.com.

Once a return is approved, the customer must:

1. Pack the product securely.

2. Include all original packaging and accessories.

3. Use a tracked shipping service.

4. Send the parcel to the return address provided by our support team.

5. Retain proof of postage and tracking information.

Keenfillers.com is not responsible for unauthorised returns or parcels lost while being returned by the customer.

Approved refunds will be processed after the returned products have been received and inspected.

13. Exclusions

A refund, return or replacement may be refused when:

• The product was damaged through misuse, negligence or improper handling.

• The product was stored incorrectly after delivery.

• The product has been opened, used or altered.

• The original packaging or security seal has been removed.

• The claim was submitted outside the applicable reporting period.

• The customer cannot provide the required supporting evidence.

• The product was returned without prior written approval.

• The parcel was refused, abandoned or left uncollected.

• Customs requirements were not completed by the customer.

• The complaint relates only to personal preference after the product was opened.

• The product was supplied free of charge as a promotional item, sample, giveaway or complimentary gift.

Complimentary products normally have no separate refundable value. Missing promotional gifts may be reviewed individually but are not automatically eligible for replacement or compensation.

14. Order Cancellations

Cancellation requests must be submitted as soon as possible.

An order cannot be guaranteed for cancellation once it has been confirmed, packed, transferred to a fulfilment facility or handed to the carrier.

Where cancellation is still possible, any non-recoverable payment, banking, currency-conversion or processing charges may be deducted from the refunded amount where permitted.

15. Our Right to Refuse or Limit Claims

Keenfillers.com reserves the right to refuse, restrict or investigate claims where there is evidence of:

• Repeated unsupported complaints.

• Altered or misleading photographs or videos.

• Payment disputes raised after an agreed resolution.

• Abuse of the refund or replacement process.

• Fraudulent activity.

• Attempts to obtain multiple forms of compensation for the same issue.

We may require additional verification before approving a refund, replacement or store credit.

16. Changes to This Policy

Keenfillers.com may update this Policy from time to time to reflect changes in our operations, shipping procedures, payment arrangements or applicable legal requirements.

The updated version will be published on Keenfillers.com together with a revised effective date.

The version in effect on the date of the relevant order will generally apply to that purchase, unless applicable law requires otherwise.

17. Contact Information

For questions, claims or assistance relating to an order, please contact:

Keenfillers.com
Email: support@keenfillers.com
Website: Keenfillers.com

Please include your order number in all correspondence so that our team can review your request efficiently.

Keenfillers.com is committed to reviewing legitimate concerns fairly and working toward a reasonable resolution.