KEEPWORK RETURN POLICY
Thank you for your order purchase at Keepwork. Your total satisfaction matters to us and we take great pride in the quality delivery of our products. Customer service is our top priority. If you are not completely satisfied with your purchase, please follow the guidelines below to efficiently return your purchase to us.
If your product is damaged
If you believe your product has been damaged in transit please send a detailed notification of your concern to Keepwork to stating your query of any disparity within 7 working days of delivery. All product as stated on the original delivery note will be deemed to have been delivered and accepted in good condition if Keepwork is not contacted within 7 working days.
If item(s) are found to be damaged upon arrival the delivery note must be signed for as ‘Damaged on Arrival’ in the remarks or signature line. This will be the primary documentation used to make a claim for returns.
Please make sure goods are checked thoroughly upon arrival at the destination or at pick up from the Keepwork warehouse. Written confirmation must accompany your pick-up or arrival of the product at its destination and must be signed by the recipient and driver. Please note that a recipient includes all known associates at the stated address of delivery.
If products are found to be damaged inside the packaging or any kit missing from the set of item(s) to be delivered or picked up, please contact Keepwork. Alternatively, please contact Keepwork at firstname.lastname@example.org and specify “delivery issue” within 7 working days. All claims shall be fully investigated by our Returns department. Keepwork holds no guarantees of repair or replacements if there’s no proof of the damage in transit.
Claims must be submitted to Keepwork within SEVEN (7) working days of delivery or pickup. If a product is deemed to be damaged on arrival (DOA). If the item is deemed to be DOA, please provide the following information:
• Order number:
• Shipment Number:
• Signed Delivery note:
• Photographic evidence of the item(s), packaging and pallet:
*Please note that product packaging is not under warranty.
If your product is faulty
If you believe your product is faulty, please notify Keepwork within 7 working days of delivery/pickup from the warehouse, otherwise, all goods ordered as stated on the delivery note will be deemed to have been delivered and accepted. Risk of damage to or loss of the Goods passes to the Buyer at the time of delivery.
All items believed to be faulty are advised to be taken to Keepwork’s Technical Support Centre, please note that the customer bears the cost of bringing the returned item(s). The Technical Support Team will contact you and may ask you to perform tests to establish the cause of the problem and, where possible, rectify the situation.
If phase one of testing is unsuccessful your a dedicated Keepwork staff will generate a repair or replacement order and then arrange for collection of the product for further testing.
If a product is deemed to have been faulty at the time of manufacture, Keepwork will either arrange for a replacement from the manufacturer to be delivered to you or attempt to repair your product(s).
If no fault is found, the product will be returned to you and the returns order will be cleared. If you have already purchased a replacement product in the interim both charges will apply.
If your product is unwanted
Customers can return any re-saleable functioning products to Keepwork’s Warehouse and obtain a replacement within 5 working days of delivery/pickup. Customers will be required to arrange their own return delivery to the warehouse.
Customers may be eligible for 90 % credit of the order value if all original packaging is in place and within the 7 working days the item is boxed in good condition and still re-saleable. If a product is not in the original state and packaging Keepwork may consider accepting a return but at a lower percentage; entirely at Keepwork’s discretion. Unfortunately, we cannot refund any delivery charges or priority, express or courier components incurred by the customer.
Customers must send a query for the new return order to email@example.com. In the description field please include the invoice number and name associated with your order. This will notify Keepwork to properly give you the guidance needed and return order document to attach to each parcel. Failure to attach the returns order form will result in goods being sent back to you and may incur additional costs on delivery or customer come to the warehouse to pick up. You must also obtain a tracking number or proof of return delivery from the carrier to track your item(s) and ensure its safe return to our Keepwork warehouse in Lagos and provide this in all correspondence with Keepwork.
It is the customer’s responsibility to ensure that all the packaging is intact, all items of the box are properly included, items are packaged correctly and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all original parts. We reserve the right to charge for any accessories or parts damaged or missing from the product’s original shipment.
The return will be checked by one of our returns team upon delivery and once verified, possible reply will be provided within 3 working days. Non re-saleable items especially item(s) that have passed the due warranty notice period or damaged incurred by customers will not receive a replacement except customers are paying for it and the goods will either be returned to the buyer, repaired and charged back to the customer.