Returns & Refunds policy

KeiAnn Philippines Thank you for choosing KeiAnn Philippines. We are committed to providing safe, hygienic, and high quality products.

Due to the personal nature of our products, we do not accept returns for any reason other than manufacturer defects. This policy is in line with industry standards and is designed to ensure the safety and hygiene of our customers and their children.

if you receive your order and are dissatisfied with the merchandise because it is defective, you may return your item for a refund or a replacement within seven (7) days of receipt. Please read our complete Return and Refund Policy carefully to understand the conditions and process for product return and refund.

1. Eligibility for Returns

• Damaged or Defective Products: if you receive items that are damaged, defective, or have a manufacturing flaw, you may return them for a full refund or exchange. The product must not be damaged due to misuse or mishandling by the customer.

• Incorrect Order: if you receive a different size, brand, or type of diaper than what you ordered, you may return them for an exchange.

• Reported within Return Period: The items received must be reported within seven (7) days from receipt.

• Condition of Returned Products: The items returned must be unused, unopened, and in their original packaging. Due to the personal nature of the products, we do not accept returns that have been used or have any kind of discernible odors.

• Proof Purchase and Unboxing of Products: The customer must present proof of purchase (e.g., order confirmation, receipt). Additionally, clear photos or videos must be provided that show the issue with the item, taken before the item is opened or used.

• One Return per Transaction: Products can only be returned once per transaction. Multiple repeated return requests for the same order will not be accepted. 
  
  2. Non-Eligible Products for Return

• Opened Non-Defective Packages: For hygiene and safety reasons, we cannot, accept returns of opened diaper packages unless the product is defective or damaged.

• Mishandled Products: Products that are damaged due to the customer's mishandling or improper storage are not eligible for return or exchange.

• Change of Mind: We do not accept returns for a change of mind, such as choosing the wrong size or brand, once the package has been opened. Please double-check your order before confirming.

• Clearance or Final Sale Items: Products marked as "Clearance" or "Final Sale" are not eligible for return or exchange.

• Not Reported within Return Period: Products that are not reported within the seven (7) day return period are no longer subject to return or exchange.

• Customized or Special Request Orders: We do not accept returns or exchanges of products that are made through customized or special request orders.
  
  3. Return Process

• Contacts US: To initiate a return, please contact our customer service team within seven (7) days of receiving your order. You can reach us via Qinzomarketing25@gmail.com or message us on Facebook/KeiAnnphilippines or Tiktok/KeiAnnPH

• Provide Proof of Purchase and Product Issue: You must provide your order number or a copy of your receipt as proof of purchase . You must also give a brief explanation of the issue with the products received and provide supporting photos or videos taken before opening the products.

• Assessment of Refund: Our customer service team will respond within 2-3 business days to assess your request and provide instructions on how to send the items back. Please do not send the products back without confirmation from customer service.

• Packaging: Please package the products securely to prevents further damage during transit.

• Shipping: Your are responsible for the shipping costs of the return, unless the return is due to our error (e.g., damaged or incorrect product). Shipping costs are nonrefundable. Sales taxes on products returned are refundable; taxes on shipping services are not refundable. if you receive a refund, the cost of return shipping will be deducted from your refund.
  

  4. Refunds and Exchanges

• Refunds: Once we receive and inspect the returned item, we will process your refund. Approved Refunds may choose between a full refund, store credit, or a replacement item. For a full refund, the same shall be issued to your original payment method within 7-10 Business days after approval and verification.

• Exchanges: If you are exchanging an item, we will ship the replacement product once we receive and inspect the returned item. We ship only to the address you have provided. if you incorrectly enter the wrong address, please reach out to us before your item is shipped. We cannot assume responsibility for any errors in the entry of your address during the checkout process. If the error is unable to be fixed before shipping, we assume no liability for lost or missing items due to wrong address information.
  

We highly encourage all customers to inspect the package immediately upon delivery and to take photos before opening any item. KeiAnn Philippines will only process returns and refunds for issues properly documented before the product is opened or used. 

If your package arrives visibly damaged, we encourage you to refuse the delivery and contact us immediately. 

We reserve the right to decline requests that do not comply with this policy.

We reserve the right to refuse returns of any KeiAnn Products that do not meet the return conditions stated above, at our sole discretion. 

This policy is subject to change at our discretion. if you have any questions or concerns, please do not hesitate to contact our customer service team.