Effective date: 20/07/2025
Return policy
Eligibility for Returns
You have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason, in accordance with EU consumer protection laws.
To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.
Proof of purchase (order number, receipt, or invoice) is required for all returns.
Certain types of items cannot be returned:
Custom-made products, personalized items, or special orders.
Perishable or consumable goods.
Gift cards, promotional vouchers, or digital products.
Items marked as final sale or discounted clearance items.
Pre-order / Custom Items
Some of our products may be produced on a pre-order basis, or involve custom manufacturing processes.
Unless otherwise required by applicable consumer law, these orders are final and non-refundable once placed, as production begins specifically for your order.
You still retain your statutory warranty rights under EU law if the item is defective or not as described.
Return Process
Contact our customer support at info@keemate.com to initiate a return request.
Once approved, we will provide instructions on how to return your item.
The customer is responsible for return shipping costs unless the return is due to an error on our part.
We recommend using a trackable shipping service as we are not responsible for lost or damaged returns.
Refunds
Please inspect your order immediately upon receipt. If you receive an item that is defective, damaged, or incorrect, contact us at info@keemate.com within 7 days of delivery with photos of the issue.
We will evaluate your claim and, if validated, will provide one of the following at our discretion:
A replacement item.
A partial refund.
A full refund.
Warranty Claims
Products sold by KEEMATE within Europe are covered by the 2-year legal warranty required by Spanish and EU consumer law.
This warranty covers manufacturing defects and faults under normal use. It does not cover:
Normal wear and tear.
Misuse, neglect, or accidents.
Unauthorized modifications or repairs.
Liquid damage, environmental damage, or improper storage.
If your product develops a fault within the warranty period, please contact us with proof of purchase and a detailed description of the issue. We may require photographic or video evidence before authorizing a return.
Minor & Major Defects
Due to the nature of manufacturing processes, some minor cometic imperfections may be present and are not considered defects. Examples include:
Small machining marks.
Minor surface blemishes.
Slight variations in finish or color tone.
Major defects which may qualify for a return, include:
Broken or non-functional components.
Significant cracks, dents, or scratches affecting usability.
Dead printed circuit boards (PCBs) or electronic components.
Items materially different from the description provided at purchase.
Exchanges
We only replace items if they are defective, damaged, or incorrect. If you need to exchange an item for the same product, contact us at info@keemate.com
If you would like a different item, the fastest method is to return the original product (if eligible for return) and make a new purchase once your refund is approved.
Non-returnable Items
The following items cannot be returned or refunded under any circumstances:
Custom products, special orders, or personalized goods.
Gift cards and promotional vouchers.
Perishable or consumable goods.
Items purchased during final sale or clearance events.
International Returns
We ship worldwide, but please note:
International customers are responsible for all return shipping fees, customs duties, taxes, or import charges associated with the return.
We cannot refund any customs duties or import taxes paid at the time of delivery. Please contact your local customs office for more information on reclaiming such fees, if applicable.
Contact us
For any questions regarding our return policy, please contact us at: info@keemate.com
