RETURN POLICY
If you are not completely satisfied with your purchase, you may return your item(s) within 28 days of the purchase date for a refund.
Please note that we do not offer exchanges, only refunds.
RETURN CONDITIONS
To be eligible for a refund, items must:
- Be returned within 28 days of purchase
- Be in unworn, unused, and re-sellable condition
- Be returned in their original packaging
- Include the completed returns form and proof of purchase/receipt
Returns that do not meet these conditions may not be accepted or refunded.
RETURN ADDRESS
Please send all returns to:
Keen Returns
Unit 3B Didcot Park
Churchward, Southmead Industrial Estate
Didcot
OX11 7HB
United Kingdom
REFUNDS
Once your return has been received and inspected, we aim to process refunds within 3–5 working days.
During peak periods or sales events, processing times may be slightly longer due to higher volumes. We will always aim to keep delays to a minimum.
You will receive an email confirmation once your refund has been processed. Please note we do not send confirmation when a return first arrives at our warehouse—only once it has been processed.
SHIPPING COSTS
Shipping costs are non-refundable.
The only exception is where the item is:
- Faulty, or
- Incorrectly supplied by us
This includes any delivery charges paid, including orders placed under promotional or free delivery offers.
Return postage costs are the responsibility of the customer unless the item is faulty or sent in error.
NON-RETURNABLE ITEMS
For hygiene reasons, we cannot accept returns on:
- Underwear
- Any item not in original, re-sellable condition
- Items without original packaging or tags
SALE ITEMS
Items purchased during promotional periods or sales are still eligible for refunds unless marked as final sale at the time of purchase.
We do not offer price adjustments on orders placed prior to a sale or promotion.
DELIVERY & RETURNS TRACKING
Customers are responsible for tracking their order once dispatched.
If a parcel is:
- Undelivered
- Not collected
- Returned to sender
It may be returned to us at the customer’s expense. A member of our team will contact you once received.
PROCESSING TIMES
We aim to process all returns within 3–5 working days of receipt.
During peak periods (e.g. Black Friday, Christmas, major sales), this timeframe may be extended.
CONTACT US
If you have any questions about returns or refunds, please contact: