Return, Refund Policy and Cancellation

Returns at Keith and Neil is easy and fast! You may return it to Keith and Neil, subject to the conditions and exclusions below.

ELIGIBILITY CONDITION

You are eligible to return an item if any of the following scenario occurs:

  • DOA (Dead on Arrival): If your product does not work on arrival before any use then you may returns the goods free of charge and we will supply a replacement, pending inspection and approval.
  • Wrong Goods Supplied: If the product(s) you receive are different from the product(s) listed on the PDFs (emailed to you immediately after completion of the online order).

Before you return an item, please ensure that..
Please read conditions below. If all conditions are not met, Keith and Neil reserves the right to refuse the return request.

  • The items must be in new/unused condition, in their original unaltered box and must include all packing material, blank warranty cards, manuals and accessories.
  • Claims for missing items or items damaged in transit must be made within 2 (two) business days of receipt of the item(s).

You are NOT eligible to return an item if:

  • You placed your order under "PRE-ORDER" or "SPECIAL-ORDER". Since we would have further placed your order with a supplier and cancelling the order further will not be possible at our end.
  • The item has been unboxed by cutting through the manufacturer's packaging
  • The item has been used or damaged
  • The original packaging materials are lost or damaged

 

REPLACEMENT
Keith and Neil will be happy to replace the item for you if you have received a wrong or defective item. Furthermore: Defective items may be repaired, exchanged or refunded at our discretion for the same model or manufacturer’s equivalent model depending on the case of availability.

EXCHANGES

Please allow 3-5 business days for mail-in exchanges to be processed

REFUNDS

Once your refund has been approved, we will issue a refund to your original mode of payment. Please allow 5-7 days for a credit to appear on your account. In most cases, we will issue your refund in the same way you made the original purchase.
Please note: we can only refund the original purchase price. Shipping and handling fees are nonrefundable.

 

Cancellations

No cancellation and refunds will be processed once an order has been shipped.

In the unlikely scenario that your order is received as damaged, please write to us at contact@keithandneil.com mentioning your Order ID and stating your issue. Post which if necessary, a refund for the damaged items will be considered, within 7 working days.