Refund Policy

Policy Purpose & Core Principles

This Refund Policy is formulated to standardize the order refund and return settlement process of KEEN® Footwear Deals e-commerce platform, clarify the rights, obligations, and processing standards of both the platform and customers in refund services, and fully protect the legitimate consumption rights and interests of global users. As a customer-oriented sustainable footwear e-commerce platform, we adhere to the core principles of fairness, transparency, efficiency, and humanity in all refund service links, ensuring that all refund applications are processed in a standardized, standardized, and consistent manner, with no differential treatment for customers of different regions and order amounts.
This policy applies to all product orders completed on our official website, covering return refunds, quality problem refunds, abnormal logistics refunds, partial refunds, and other all types of refund scenarios. All refund service processes, time limits, qualification standards, and fund settlement rules are publicly and transparently displayed on the website, allowing every customer to clearly understand the refund rules before shopping, eliminate consumption concerns, and realize assured shopping experience. Our refund service is designed to resolve customer consumption disputes efficiently, protect customer legitimate rights and interests to the greatest extent, and maintain the fair and honest operation order of the platform.

60-Day Free Return & Refund Eligibility

Our platform provides a generous 60-day free return and refund cycle for all global customers, starting from the date when customers successfully sign for and receive the ordered products. Within the valid 60-day return period, customers can apply for free return and refund services for purchased products for any legitimate reason, including but not limited to inappropriate shoe size, inconsistent style expectation, unsatisfactory wearing experience, redundant purchase, and other personal legitimate reasons, as well as product quality problems, shipping errors, and other platform-side responsible problems.
To ensure the smooth processing of free return and refund applications, returned products need to meet basic return conditions: the products are kept intact, with no man-made damage, no excessive wear and tear, no dirt and contamination that affects secondary sales; the original product packaging, labels, tags, and accessories are complete and undamaged; the products have not been deliberately modified, repaired, or privately processed by customers. For products with minor trial wear traces that do not affect secondary sales, we still support free return and refund services to fully respect the customer’s actual wearing experience and shopping feelings.
The 60-day free return policy covers all product categories of the platform, with no product exclusion, no order amount threshold, and no regional restriction. Whether it is high-priced outdoor professional footwear or daily casual shoes, all products enjoy the same long-term free return protection. This over-industry-standard return rule fully reflects our confidence in product quality and our sincere service attitude towards global customers, allowing users to try and experience KEEN sustainable footwear products with zero risk.

Standard Refund Processing Timeline (5-10 Business Days)

We implement a standardized and efficient refund processing cycle, and all valid refund applications confirmed by the platform will be completed with fund settlement within 5 to 10 business days. The refund processing cycle starts from the date when our warehouse successfully receives, inspects, and confirms the qualified returned products. After receiving the returned goods, our professional inspection team will complete the product condition verification within 1-2 business days. For products that meet the return and refund standards, the system will immediately trigger the refund procedure and push the fund settlement process to the financial department.
Under normal processing conditions, most qualified refund orders can complete fund return within 5-7 business days. For individual orders involving special payment channels, cross-border fund settlement, or order information verification, the refund cycle may be extended to 8-10 business days, which belongs to the normal fluctuation range of standard refund processing. We strictly follow the time limit requirements of this policy and will not delay the refund settlement without reason. Customers can check the real-time progress of refund review, inspection confirmation, and fund settlement through the order management page of the website.
For refund applications caused by platform-side problems such as product quality defects, shipping errors, and missing accessories, we will prioritize processing and accelerate the refund progress on the premise of ensuring compliance, minimizing the waiting time of customers. For personal reason return applications, we will also strictly abide by the 5-10 business day refund time limit to ensure efficient and standardized service processing.

Free Return Service Rules & Process Standards

All valid return applications supported by the platform enjoy free return service benefits, and customers do not need to bear any return freight and basic return processing fees. Our free return service runs through the entire return process, covering return logistics transportation fees, product inspection fees, and order processing fees, realizing zero-cost return for customers. This full free return policy further reduces the customer’s shopping risk and after-sales cost, creating a worry-free shopping closed loop of free shipping for purchase and free return for dissatisfaction.
The standard return process is simple and efficient, with unified operation specifications for global customers. First, customers initiate a return and refund application through the website order background, select the return reason and submit relevant application information; second, our customer service team reviews the application within 1 business day, confirms the return qualification, and sends the official return address and return operation guidelines to customers; third, customers package the products completely and send them back according to the designated return requirements; finally, the warehouse receives and inspects the goods, and the financial department completes the refund settlement.
During the return process, our customer service team will provide one-to-one professional guidance to help customers complete return packaging, logistics delivery, and information filling, solving various problems encountered in the return process for users. We optimize the return process continuously, simplify unnecessary operation links, reduce the time cost of customer return, and make the return and refund service more convenient and efficient.

Types of Refunds & Settlement Standards

Our platform supports multiple refund types to adapt to different order scenarios, including full refund, partial refund, and abnormal order refund. Full refund applies to scenarios such as complete product return, unshipped order cancellation, product quality failure to use, and serious order errors. After the customer returns the complete product or cancels the unshipped order successfully, the platform will refund the full order payment amount without any deduction.
Partial refund is applicable to scenarios such as partial product return of combined orders, minor product defects that do not affect use, and missing individual accessories. According to the actual product quantity and abnormal degree confirmed by inspection, the platform will conduct accurate proportional refund settlement to ensure fair and reasonable refund amount. For customers who want to retain products and only apply for partial compensation for minor problems, we will also provide flexible partial refund solutions according to the actual situation.
All refunds on the platform are settled in unified USD currency, consistent with the order payment currency standard, ensuring no exchange rate loss and currency conversion fee loss for customers. The refund funds will be returned to the customer’s original payment account through the original payment channel, realizing the original path return of funds, ensuring the safety and traceability of fund settlement, and avoiding fund loss and account errors.

Refund Exception Handling & Exclusion Clauses

In order to standardize the refund management mechanism and ensure the fair operation of the platform, we have formulated clear refund exception handling rules and reasonable exclusion clauses. The platform does not support refund applications beyond the 60-day valid return period; customers who apply for returns and refunds after the expiration of the valid period need to negotiate separately with customer service according to the actual product condition.
For products with serious man-made damage, excessive wear and tear, deliberate destruction, missing core accessories, and damaged original packaging that cannot be sold secondarily, the platform has the right to reject refund applications after professional inspection and confirmation. For abnormal orders such as malicious return, repeated malicious refund application, and fraudulent return behavior, the platform will refuse to provide refund services and retain the right to pursue the corresponding responsibilities of the user.
For refund delays caused by force majeure factors such as payment channel system failure, cross-border fund settlement system maintenance, and national financial policy adjustment, we will actively track the recovery progress, timely inform customers of the abnormal situation and processing progress, and complete the refund settlement immediately after the system returns to normal. We will never shirk our service responsibilities due to objective abnormal factors and will try our best to protect customer fund safety and legitimate rights and interests.