Returns & Cancellations
Returns
Products in "new condition" may be returned to us if eligible and you submit a return request no later than 30 days after you receive the order. In order for products to be considered in "new condition", they must be UNOPENED and contain all original product packaging and accessories. Returns will be charged a 15% restocking fee and the cost of product pick-up (the cost Keter incurs to pick up the product from your residence). Restocking fees are necessary for us to receive and inspect returned items and return items to inventory, so we do not ship defective or damaged products to future customers. Restocking fees and pick-up costs will not apply if we shipped the item to you in error. Restocking fees do not apply where prohibited by applicable law. Restocking fees will be taxed in select states as required by applicable law. See below for more information on how the refund is calculated.
How to Return your Item(s)
Item must be unopened and contain all original product packaging and accessories. You must make sure the item is securely packaged to prevent damage during return shipping. The pick-up carrier may refuse to pick up the product if it does not meet these requirements.
Submit a request to return your item here. All returns require authorization from Keter. Returns will not be accepted unless you have obtained this authorization.
Small Parcel Returns (Generally items under 150 lbs.)
You will be given a date that a pick-up service will arrive to pick up your item. The item must be accessible to the carrier in front of your residence.
Large/Heavy Item Returns (Large items such as sheds)
You will be given a date that the pick-up service will arrive to pick up your item. The item must be accessible to the pick-up service in front of your residence.
Receiving and Calculating Your Refund
Keter will process refunds upon the confirmation of pick-up of the item(s) in unopened, undamaged condition from the pick-up carrier. Refunds will be issued in the same form of payment that was originally used to purchase the item(s). The total refund amount will be the amount you paid for the product (after any applied discounts or coupons) plus applicable taxes minus return pick-up costs and a 15% restocking fee (unless prohibited by applicable law) and required taxes. The 15% restocking fee will be applied to the total pre-tax amount you paid for the product (after any applied discounts or coupons). Refunds do not include shipping charges you paid to have the product delivered to you. The refund will include any appropriate sales taxes you paid, but will exclude taxes applied to the restocking fee if required by applicable law. Keter customer service will provide you an estimated pick-up cost, but the actual pick-up cost will be deducted from the total refund. The amount of any applied discount or coupon will not be refunded. Please note that it can take 5-10 business days for the refund to be issued by Keter. Depending on the payment method you used, it can also take time for your bank or payment company to process the refund back to your card or account.
Example of a Refund (for purposes of this example, taxes are not included as they vary by jurisdiction):
- Total Purchase Cost: $1500 (after discounts, coupons, and excluding shipping charges and pre-taxes)
- Product Pick-Up Cost: $250
- Restocking Fee: $225
- Refund: $1025 (plus/minus applicable taxes)
Cancellations
You may cancel your order for a full refund before it is released to the warehouse in preparation for shipment. Submit a request to return cancel your order here and Keter will confirm if the cancellation can be completed. If the order has already been released to the warehouse than you will not be able to cancel the order and will have to process a return.
