ONLINE RETURN AND EXCHANGE POLICY - Germany
We want you to be happy with your purchase.
If within 30 days of receipt of your order you are not entirely happy with your purchase from keenfootwear.com, you may return it to us. It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused.
It is necessary for you to follow the simple online procedure, so we can swiftly expedite your return or exchange. Return shipping is free unless the product value of the return is below €40,00, in which case a €6,95 flat return fee will be charged which will be deducted from your return credit.
We provide a pre-paid returns label on the website. Simply follow the instructions on the returns label to schedule a return using the UPS service and select 'schedule a pick up'. You can select a preferred location, date and time slot convenient to you (excludes same day collection, weekends and public holidays). A flat return fee of €6,95 will be deducted from your total return credit if the product return value is below €40,00.
If you receive an item that's damaged, or defective, you can return it to us free of charge as long as it is unworn. Should you have any questions just call us on 00800 22 55 53 36.
If you return any item(s) without using our UPS pre-paid return label service, please contact our customer service team or call us on 00800 22 55 53 36 prior for approval. In exceptional circumstances, should you use an alternate postal or delivery service, please ensure that you obtain proof of postage for both returns and exchanges as we cannot be liable for any items that go missing without this. We recommend using a signed service to ensure that the item(s) are returned back to us with sufficient insurance (if applicable). Postage costs in sending item(s) back to us will not be refunded by KEEN.
Please ensure you enclose your order details and return note in the package (without this information we cannot credit your account).
Please allow two weeks for your credit to be processed from receipt of the item(s) at our warehouse. We will notify you via email when your return or exchange has been credited back to your account. All credits are made using the original payment method and currency that the order was placed.
In line with Distance Selling Regulations, if we ship an item to you within the EU, you can change your mind and be fully refunded for the item. If you have paid an outbound delivery charge this will also be refunded, but if you are only returning part of the order, then we are not obliged to repay any of the delivery charge. Return shipping is free using our online return prepaid label 'schedule a pick up' service with UPS, unless the product value of the return is below €40,00, in that case a €6,95 flat return fee will be charged. You must contact us within 14 days of receipt of the product for a return authorisation, and return the item to us in the condition sold within 30 days of receipt of the item you wish to return. KEEN Europe Outdoor BV reserves the right to make changes without prior notice to ensure we are compliant with any amendments to the European Distance selling regulations where applicable.
Please note; it is necessary to register your return online using the return function, alternatively you contact us at the address, email or phone number listed below for return authorisation prior to making the return.
KEEN Europe Outdoor B.V.
3024 EA Rotterdam, The Netherlands
TEL: 00800 22 55 53 36
EXCEPTIONS TO OUR RETURN POLICY
If you return an item to us outside the terms of our returns policy we may not refund you. The item may be returned back to you at your expense. You will be notified of this and other associated charges. We reserve the right to make a €15,00 administration charge to cover our costs.