Refund policy

Effective Date: 17/05/2024
Store Name: Keyesfamilystore
Legal Business Entity: Destiny Lee Sole Proprietor
Business Address: [address]
Support Email: support@keyesfamilystore.com
Website: https://keyesfamilystore.com

Countries Served: United States, Canada, United Kingdom

Introduction

This Return & Refund Policy explains how returns, replacements, exchanges, and refunds are handled by Keyesfamilystore (“we,” “our,” or “us”).
Our goal is to provide clear, transparent, and fair return procedures that comply with:

  • Shopify merchant requirements
  • FTC consumer protection rules
  • U.S., Canadian, and U.K. ecommerce expectations
  • Global refund disclosure standards

By placing an order through https://keyesfamilystore.com (“the Site”), you agree to all return terms below.

1. 30-Day Return Window

We offer a 30-day return period on eligible items.
You may request a return within 30 calendar days from the date your order is marked as delivered.

To qualify:

  • The item must be unused
  • It must be in the same condition as received
  • All original packaging must be included
  • Apparel must be unworn, unwashed, and free of odors or stains
  • Personalized items may not be eligible (see Section 7)

If the 30-day window has passed, we cannot guarantee approval for a return or refund.

2. Eligibility Requirements

To maintain product quality and hygiene standards, all returned items must meet the following criteria:

Condition Requirements

Items must be:

  • Unused and in new condition
  • Unworn and unwashed (for apparel)
  • Free of odors, perfumes, sweat, detergent scents
  • Free of stains, dust, pet hair, and debris
  • Undamaged and unaltered
  • Returned with all included accessories, tags, and packaging

Non-Eligible Conditions

We cannot accept returns of items that are:

  • Worn, washed, or damaged
  • Altered or modified after delivery
  • Missing key components
  • Returned without packaging
  • Returned with heavy odors (smoke, perfume, pets)
  • Marked as “Final Sale”

3. Return Process (Step-by-Step)

To start a return:

1. Contact us at support@keyesfamilystore.com with:

  • Full name
  • Order number
  • Reason for return
  • Photos of the item (optional but recommended)

2. Our support team will review your request within 24–48 business hours.

3. If approved, you will receive:

  • Return authorization confirmation
  • Return shipping instructions
  • Return shipping address

4. Ship the item back using the instructions provided.

5. Once the return is received and inspected, we will notify you via email of:

  • Approval or rejection
  • Refund amount (if applicable)
  • Refund processing timeline

4. Return Shipping Costs

Return shipping fees depend on the reason for the return.

Customer-Responsibility Returns

(You pay for return shipping)

  • Change of mind
  • Wrong size chosen
  • Ordered wrong item
  • No longer needed

Keyesfamilystore - Responsibility Returns

(We pay for return shipping)

  • Wrong item shipped
  • Defective item
  • Damaged item upon arrival
  • Item not as described

We may request photo evidence before approving a prepaid return label.

5. Refunds

Refunds are issued to the original payment method only (PayPal for your store).
Once your return is received and inspected, approved refunds will be processed within:

  • 3–7 business days for PayPal
  • Your bank may require additional time to release funds

Refund Amount

Your refund may include:

  • Item price
  • Applicable taxes

Non-Refundable Costs

  • Original shipping fees
  • Return shipping fees (unless the return is Keyesfamilystore's responsibility)
  • Customs or import fees (Canada/UK customers)

If a return is rejected, the item may be shipped back to you at your expense.

6. Exchanges

We offer exchanges only for the same item in a different:

  • Size
  • Color (if available)
  • Variant

Exchange eligibility is subject to stock availability.
If the desired variant is out of stock, we will issue a refund instead.

7. Non-Returnable Items

The following items cannot be returned unless defective:

  • Personalized or custom-made items
  • Items marked as “Final Sale”
  • Gift cards
  • Downloadable or digital products
  • Items exposed to moisture, damage, or odors

We reserve the right to deny returns if we suspect fraud, abuse, or policy misuse.

8. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  1. Contact us within 48 hours of delivery
  2. Provide photos of:
  • The damaged area
  • The full product
  • Packaging / shipping label

Once verified, we will:

  • Send a free replacement
  • Or issue a full refund
  • And provide a prepaid return label (if needed)

We cannot process claims filed after the 48-hour window unless exceptional circumstances apply.

9. Items Lost in Transit

If tracking has not updated for 10+ business days, contact us at:

support@keyesfamilystore.com

We will investigate with the carrier.
If the carrier confirms loss, we will issue:

  • A free replacement, or
  • A full refund

Packages marked as "Delivered" by the carrier are not eligible for loss refunds unless supported by additional evidence.

10. Packages Marked as Delivered but Not Received

When the carrier marks a package as delivered but you did not receive it:

  1. Check around your home (porch, mailbox, side door).
  2. Ask neighbors or building staff.
  3. Confirm with household members.
  4. Wait 24–48 hours for any possible late scans.
  5. Contact your local post office.

Rizoron is not responsible for stolen packages after delivery.
We recommend using secure delivery locations whenever possible.

11. International Returns (Canada & U.K.)

For customers in Canada and the United Kingdom:

  • Duties, VAT, or customs fees paid at delivery are non-refundable
  • Return shipping costs must be paid by the customer unless the item is defective or incorrect
  • Customs processing may extend return timelines