Return policy
Keter Product Return Policy (UK Market)
Last updated: [June 1, 2023]
We are committed to providing you with a satisfactory shopping experience. If you have any concerns about the Keter products you purchased, please read the following policy:
1. Return period
Return without reason: You can apply for a return within 30 days after receiving the product (based on the logistics receipt date).
Return due to quality issues: If the product has manufacturing defects or transportation damage, you can apply for a return within 12 months after receipt.
2. Return conditions
Product status requirements:
The product must be unused, undamaged, and the original packaging is intact (including labels, instructions and all accessories).
If the value of the product is significantly reduced due to trial use, we may deduct part of the refund.
Non-returnable products:
Customized products, special clearance products, personal care products (such as unpacked outdoor cushions).
3. Return process
Submit application:
Submit a return request via email ([email protected]) or online customer service, and provide:
Order number
Product name and problem description (with photos, such as quality problems)
Review and confirmation:
We will review and send the return authorization code and return address (UK address) within 48 hours.
Send back the goods:
Use a traceable logistics service to return, and keep the waybill number.
Freight: We are responsible for quality problems; customers prepay for unconditional returns, and compensate for standard freight (up to £5) when refunding.
4. Refund processing
Arrival inspection: Quality inspection will be completed within 3 working days after receiving the return.
Refund method: Return through the original payment channel, and the processing time is within 5 working days after the quality inspection is passed.
Deduction of fees: Unconditional returns may deduct a repackaging fee of 15% of the product value (only applicable to cases that affect secondary sales).
5. Exchange and repair
Priority support for exchange: You can choose the same or equivalent products, and provide refunds when there is insufficient stock.
Repairs during the warranty period: Contact customer service to arrange Keter official after-sales processing.
VI. Disclaimer
The risk of return transportation is borne by the customer, and it is recommended to purchase logistics insurance.
This policy does not affect your statutory rights under the UK Consumer Rights Act 2015.
Contact information
