Terugbetalingsbeleid

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@keepura.com. We will provide you with instructions on how to proceed with the return process.

If your return is accepted, we will give instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for return shipping costs unless the item is defective or the wrong item was received.

Items must be returned within 14 days of the cancellation notification.

You can always contact us for any return question at info@keepura.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Report the issue within 24 hours of receipt by emailing info@keepura.com. Your report should include:

Clear photographs of the damaged item.
Your order number.
A detailed description of the defect.
Your contact information for follow-up.

This prompt reporting is crucial for us to address the issue effectively, including arranging for a replacement or issuing a refund where applicable. Delayed reports beyond the 24-hour window may impact the validity of your claim.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). This policy is in recognition of the exemption from the right of withdrawal for personalized items under Dutch law. We advise reviewing your order details and personalization options carefully before submission. If an error is discovered after purchase, immediately contact us at info@keepura.com. While modifications may not always be possible, we will attempt to accommodate your requests within our operational limits.

Should your personalized item arrive damaged or there is an error attributable to us, please reach out for assessment and resolution.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@keepura.com.