Refund policy
Returns Policy
This Returns Policy outlines the return process for products purchased from The Keto Shop Ltd. ("we", "us", or "our") through www.theketoshop.co.uk (referred to as the "Site").
30-Day Money-Back Guarantee
You have the right to cancel your order and/or request a return for any reason within 30 days of receiving your purchase. This cooling-off period allows you to examine the item as you would in a physical store.
* Please note that perishable goods are exempt from this 30-day money back guarantee. *
Returns Procedure
To initiate a return, please follow these steps:
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Contact our customer support team at info@theketoshop.co.uk within the 30-day cooling-off period to inform us about the return request. Please provide your order number and details about the item you wish to return.
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Our customer support team will review your request and provide you with further instructions, including the return address and any additional requirements.
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Carefully package the item being returned, ensuring it is in its original condition with packaging unopened. Any used products are not covered by our money back guarantee due to food hygiene and safety reasons.
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Ship the item back to us using a trackable shipping method. You are responsible for the return shipping costs, unless otherwise specified by our customer support team.
Return Eligibility
To be eligible for a return, the item must meet the following criteria:
- Non-perishable items: They must be in their original condition, unused, and undamaged.
- Perishable items: Due to their nature, perishable items are non-returnable unless they are damaged or defective upon arrival. We classify perishable items as those having less than 60 days shelf life remaining upon delivery to the customer.
Refunds and Money Back Guarantee
Once your return is processed and approved, we will initiate a refund to your original payment method. The timeframe for the refund to be reflected in your account may vary depending on the payment provider and financial institution.
Please note that the original shipping costs, if applicable, are non-refundable.
Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return procedure outlined above and place a new order for the desired item.
Damaged or Defective Items
If the item you received is damaged or defective, please contact our customer support team immediately. We will guide you through the return process and arrange for a replacement or refund as necessary.
Return Shipping Errors
If we made an error with your order and shipped the wrong item or quantity, please contact our customer support team. We will provide you with a prepaid shipping label for the return and ensure that the correct item is sent to you promptly.
Contact Us
If you have any questions or need further assistance regarding our Returns Policy, please contact our customer support team at info@theketoshop.co.uk.
Last updated: 25/01/2025
