Refund method
Refunds are always issued to the original payment method used at checkout. We cannot refund to a different card, account, or person.
Refund timeline
| Stage | Typical time |
|---|---|
| Return arrives & is inspected | Up to 3 business days |
| Refund issued by Keuce | Same day as approval |
| Funds appear on your statement | 5–10 business days (bank dependent) |
We email you the moment a refund is issued. If more than 10 business days have passed since that email and you still do not see the funds, contact your bank first, then email support@keuce.com and we will send you the transaction reference.
Partial refunds
We may issue a partial refund where an item is returned outside the 30-day window with our prior agreement, or where an item is returned in a condition that shows use beyond trying it on.
Order cancellations
You can cancel an order free of charge any time before it ships. Email support@keuce.com with your order number as soon as possible — once a parcel has been handed to the carrier we can no longer cancel it, and you would need to return it under our Returns Policy.
Faulty items
If an item arrives faulty, damaged, or is not the item you ordered, you are entitled to a full refund including any shipping paid. Email us within 48 hours of delivery with photos and we will make it right at no cost to you.
Sale items
Discounted items are refunded at the price actually paid. Items marked Final Sale at the time of purchase are not refundable unless faulty.
Chargebacks
If you believe a charge is incorrect, please contact us before opening a dispute with your bank. We resolve almost every issue within one business day, and a dispute can delay your money by several weeks.