Refund policy

At KEYUMI, we strive to ensure that every customer receives products of the highest quality. This policy outlines the terms and conditions governing returns, exchanges, and refunds. By placing an order with KEYUMI, you agree to the terms stated below.

1. Return & Exchange Eligibility Window

  • Customers may request a return or exchange within 24 hours from the time of delivery.
  • Any request submitted after 24 hours of confirmed delivery will not be accepted, without exception.

2. Mandatory Unboxing Video Requirement

  • A complete and uninterrupted unboxing video is mandatory for all return or exchange requests.
  • The video must clearly capture:
    • The sealed package before opening
    • The entire unboxing process without cuts or pauses
    • The product with KEYUMI brand tag clearly visible

⚠️ Failure to provide a valid unboxing video will result in automatic rejection of the request.

3. Valid Conditions for Return/Exchange

Returns or exchanges will only be approved under the following circumstances:

  • Delivered a wrong product
  • Delivered a damaged product
  • Missing product(s) from the delivered parcel

4. Non-Returnable / Non-Refundable Cases

KEYUMI does not accept returns, exchanges, or refunds under the following conditions:

  • Change of mind, dislike, or personal preference
  • Incorrect product selection by the customer
  • Failure to record or provide the required unboxing video
  • Requests raised after the 24-hour window

5. Return & Exchange Process

If you receive a damaged, incorrect, or incomplete order, please follow the process below:

  1. Initiate Request Within 24 Hours
    • Contact us via WhatsApp or Email
  2. Provide Required Information
    • Order details (Order ID, Name, Contact Information)
    • Mandatory unboxing video
  3. Verification & Investigation
    • Our team will review and verify the submitted evidence.
  4. Resolution Timeline
    • KEYUMI will investigate and resolve the issue within 24 hours of receiving complete information.
  5. Post-Approval Support
    • Once approved, our team will guide you through the return or exchange process.

6. Refund Policy

Refunds will only be processed if the return request is approved after verification.

a. Cash on Delivery (COD) Orders

  • Customers must provide valid UPI ID or Bank Account details.
  • Refunds will be processed within 5–7 working days after receiving the required details.

b. Prepaid Orders

  • Refunds will be issued to the original payment method.
  • Processing time: 5–7 working days.

7. Exchange Policy

  • If an exchange request is approved, the customer is required to ship the received product back to KEYUMI’s operational address.
  • The returned parcel must be sent in its original condition with all tags and packaging intact.
  • Once the parcel is received, our team will inspect the product for verification.
  • After successful inspection, a replacement product will be dispatched to the customer’s address.

8. Shipping & Additional Charges

  • Shipping charges and any additional fees are non-refundable.
  • Only the actual product amount will be refunded.

9. Important Notes & Legal Disclaimer

  • KEYUMI reserves the right to approve or reject any return or exchange request based on internal verification.
  • Incomplete, edited, or unclear unboxing videos will be considered invalid evidence.
  • Customers are responsible for ensuring accurate delivery information at the time of placing the order.
  • KEYUMI shall not be held liable for damages reported without valid proof as per policy requirements.
  • In case of suspected misuse or fraudulent claims, KEYUMI reserves the right to deny future service.
  • All decisions made by KEYUMI regarding returns, exchanges, and refunds shall be final and binding.
  • This policy is subject to change without prior notice.