The keekï Returns Policy is in addition to your statutory rights and outlines our commitment to you to ensure you are satisfied with your keekï shopping experience either in store or online.
This Refund Policy is applicable to purchases made from keekï via www.keeki.com.au and operates in accordance with the keekï terms and conditions which are applicable at the time of the relevant order.
For purchases made from a keekï in store, please see the relevant store for details.
Keekï take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction are our priorities. We carefully inspect your order prior to shipment.
keekï (us/we) does not accept any cancellations, exchanges or change of mind due to customer error, delays resulting from events not in keekï’s control, and other such events beyond keekï’s control once the sales order is accepted by the customer (acceptance by way of placing an order and ticking “I have read and agree to the website terms and conditions” at checkout, or deposit given to keekï).
Change of mind on furniture purchases
Please choose your furniture items carefully as cancellation of your furniture purchase or refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the item cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
Change of mind on homewares purchases
keekï understands that sometimes it’s hard to choose the right items online and we want to make sure that you are completely happy with your purchasing experience with us. So we’ve made the process of returning anything that’s ‘not quite right’ as easy as possible. You can return your item for a keekï gift voucher within fifteen (15) days including postage by returning it to us at the below address. (keekï gift voucher valid for three (3) months)
We simply ask that:
- Items are in a saleable condition
- Items are unused (with the original tags intact)
- Items are in the original packaging (which needs to be in original condition)
- Items are not subject to the exclusions listed below
- You retain your receipt for proof of purchase
- The gift voucher is sought within 30 days of purchase
Essentially – we still need to be able to sell it to a good home where it will be loved (seems only fair!)
If you are unable to provide a valid receipt and/or fifteen (15) days has passed since the original purchase date, keekï at its absolute discretion reserves the right not to offer a gift voucher for change of mind.
Keekï is not required to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim.
Please choose carefully when purchasing the following items as change of mind returns will not be provided on the below:
(a) Bedding accessories e.g. quilts, underlays and pillows;
(b) Custom made and altered products;
(c) Furniture and mattresses; or
(d) Gift Cards.
keekï do not accept returns on monogrammed, personalised, special order items, or on items damaged through normal wear and tear. We do not accept returns on sale or clearance items.
Please retain your receipt
In order to obtain a refund, exchange or to repair a product that you purchased from keekï online, you must have a valid receipt. A valid receipt for an online purchase is your Order Confirmation Email or Online Gift Receipt.
How to return a homewares item
Please contact our keekï online customer service department immediately if you would like to return your item on 03 9791 5200 between 9am to 4pm (AEST), Monday to Friday or email firstname.lastname@example.org You must receive a return authorisation (RA) from our online customer service department otherwise we cannot accept your return. Returns ARE NOT accepted in any of our keekï retail stores. You will be given return instructions including where to send your items. We recommend returning your items via a method that can either be tracked or provide proof of delivery. keekï will not be responsible for any shipping costs or items lost. When your items are received, they will be inspected and if in an acceptable condition, your return will be processed for a keekï gift voucher. This will normally be processed within seven (7) business days.
Goods damaged in transit / faulty / missing goods
If any goods arrive damaged or are faulty, please contact keekï online customer service on 03 9791 5200 or email email@example.com within 48 hours of receiving the goods. Once proof of purchase has been established, and if the product damage or fault can clearly be determined, we will offer you a refund, repair or keekï gift voucher depending on the severity of the damage or fault. If there is a major failure with the item, you may choose a refund, keekï gift voucher or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.
Where the product fault or damage is difficult to determine by our keekï customer service representative, we will need to consult with the manufacturer or repair agent to determine the fault or damage and resolution.
Our keekï representative is happy to liaise with the manufacturer or repair agent on your behalf to resolve the issue. A timeline will be outlined to you to complete the process depending on the supplier location and availability of required parts. Please be aware that some of our goods are sourced offshore and may require in excess of 10 weeks to source a replacement part or product.
Damaged or faulty goods must be returned to keekï in the condition received by you with all original packaging.
Unfortunately, keekï cannot offer a refund, keekï gift voucher or repair where the product has sustained damage due to inappropriate use, whether that has been identified by our keekï customer service representative, the product manufacturer or repair agent.
If the product does not match its advertised description, keekï will provide you with either a refund or source a new (if available) or similar product purchased.
If your Product has not arrived within 5 (five) working days after the estimated delivery time, please contact keekï online customer service. We are unable to accept responsibility for missing goods if you do not report a missing delivery within the specified timeframe.
If a refund is granted, keekï will refund the original purchase price in the form of the previous method of payment indicated on the order confirmation, minus any delivery or freight charges. Refunds will normally be processed within seven (7) business days.
If the purchase was made by a keekï gift card, gift voucher, reward points or a gift receipt, a keekï gift voucher will be issued (unless otherwise required by law).
keekï gift vouchers are valid for three (3) months from the date of issue noted on the voucher.
keekï gift vouchers and gift cards are not redeemable for cash. Keekï will not replace any lost, stolen or damaged vouchers and or cards.
Gift or bonus with purchase and bundled items
Where merchandise is purchased with a gift or bonus, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
Bonus gift card with purchase
Where a bonus keekï gift voucher or gift card is issued at the time of purchase, the bonus gift voucher or gift card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus gift voucher or gift card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund.
Personal information may be required during the refund or exchange process
If you wish to access your personal information please contact keekï online customer service at firstname.lastname@example.org
This refund policy is not intended to exclude or limit any rights which you may have under the Competition and Consumer Act 2010 (Cth) or equivalent State or Territory laws.
Where you have an issue relating to your Order, or for further queries relating to the keekï returns policy, please contact keekï online customer service on 03 9791 5200 or email email@example.com Please have your Order number with you.