Refund Policy

Keenfootwearm Refund Policy

At Keenfootwearm, we want you to be fully satisfied with your KEEN® shoe purchase. If for any reason our products don’t meet your expectations, we offer a straightforward, fair refund process designed to minimize hassle and ensure transparency. This policy outlines all details regarding eligibility, how to request a refund, processing timelines, and exceptions—so you know exactly what to expect.

1. Refund Eligibility Requirements

To qualify for a refund, your return must meet the following criteria:
  • Timing: The request must be submitted within 30 days of the delivery date (as confirmed by your shipping carrier’s tracking information). Requests made after this window will not be approved, unless required by local law.
  • Product Condition: Items must be unused, unworn, and in their original condition—this includes intact tags, original packaging (e.g., shoe boxes, dust bags), and no signs of damage (e.g., scuffs, dirt, or altered insoles). Shoes returned with wear or missing components (e.g., extra laces for KEEN® hiking styles) will be rejected.
  • Excluded Items: Final-sale products (clearly marked on product pages with “Final Sale” or discounted 50%+), custom-ordered KEEN® styles, and gift cards are non-refundable.

2. How to Request a Refund

Follow these simple steps to initiate a refund:
  1. Contact Our Team: Email us at [email protected] with the subject line “Refund Request ”. Include:
    • Your full name and order number (found in your order confirmation email).
    • The name and size of the KEEN® product(s) you’re returning.
    • A brief reason for the refund (e.g., “wrong size,” “changed mind”).
    • Optional: Photos of the product (if you believe it arrived defective—this helps speed up processing).
  1. Receive Prepaid Label: Within 12 business hours, we’ll email you a prepaid shipping label (for domestic orders) and a return authorization (RA) number. Affix the label to your package and write the RA number on the outside—this ensures we can track and process your return quickly.
    • For international orders: Prepaid labels are not available, but we’ll provide instructions for shipping to our nearest international return center. You’ll be responsible for return shipping costs, and we recommend using a tracked service (we cannot process refunds for lost international returns).
  1. Ship the Package: Drop off your package at the designated carrier location (e.g., USPS, UPS) within 5 business days of receiving the label. Keep the shipping receipt with the tracking number for your records.

3. Refund Processing Timeline

Once we receive your returned package, here’s how long it takes to process your refund:
  1. Inspection: Our team will inspect the product within 2–3 business days of delivery to our warehouse. We’ll confirm if it meets eligibility requirements.
  1. Approval/Rejection: If approved, we’ll send you an email confirming your refund has been initiated. If rejected (e.g., product is worn), we’ll email you with details and arrange to ship the item back to you (you’ll be responsible for any return shipping costs for rejected items).
  1. Funds to Your Account: Refunds are issued to your original payment method (e.g., credit card, PayPal) within 1–2 business days of approval. The time it takes for funds to appear in your account depends on your payment provider:
    • Credit/debit cards: 5–7 business days (varies by bank).
    • PayPal: 2–3 business days.
    • Afterpay/Klarna (if used): Refunds are processed to your installment plan (contact these providers directly for plan adjustments).
Note: We cannot speed up processing times set by your bank or payment provider—if funds don’t appear after the estimated window, contact your provider first, then reach out to us if issues persist.

4. Special Cases & Exceptions

  • Defective or Incorrect Products: If you receive a KEEN® shoe that is defective (e.g., loose stitching, broken eyelets) or the wrong item (e.g., you ordered a size 9 but received a size 8), notify us within 48 hours of delivery. We’ll cover all return shipping costs (domestic and international), send a replacement for free (if in stock), or issue a full refund—no need to wait for the 30-day window. Include photos of the defect or incorrect item in your initial email to expedite this process.
  • Cancelled Orders: If you cancel an order before it ships, we’ll issue a full refund within 24 hours. If the order has already shipped, you’ll need to follow the standard return process outlined above (but we’ll waive the 30-day window for cancelled-in-transit orders).
  • Refund Deductions: We do not deduct restocking fees for eligible returns. However, if you:
    • Lose or damage the prepaid label and request a new one: A $5 label replacement fee will be deducted from your refund.
    • Return items without the RA number: Processing may be delayed by 5+ business days, and a $10 processing fee may apply.

5. Refund Status Inquiries

To check the status of your refund:
  • Track Your Return: Use the shipping tracking number from your return label to see when it arrives at our warehouse.
  • Contact Us: If you haven’t received a refund update within 10 business days of shipping your package, email [email protected] with your order number and tracking number—we’ll investigate and share a status update within 6 business hours.

6. Final Notes

  • Price Adjustments: We do not offer refunds for price drops on items after purchase. If a product goes on sale within 7 days of your order, contact us—we may issue a store credit for the difference (excludes final-sale items).
  • Gift Refunds: If you received the KEEN® product as a gift and don’t have the order number, email us with the gift giver’s name, your name, and the product details. Refunds will be issued as store credit (valid for 12 months) unless the gift giver provides their payment details for a full refund to their original method.
At Keenfootwearm, we strive to make the refund process as smooth as your KEEN® shoes. If you have any questions, don’t hesitate to reach out—our team is here to help.