Keen® Healthcare Product Return Policy and Guidelines
Our passion is to provide the highest quality, most innovative, care solutions at the lowest possible price, with the best customer service. Our return policy is consistent in maintaining those same high standards. Keen® Healthcare manufactured product lines: (Liberty™, Journey™, FreeLander™, Quest™, Navigator™, Voyager™, Natural™) are eligible for full refund returns following the guidelines below. ALL Non-Keen® Healthcare manufactured items, distributed, non-stocked, “drop shipped” from our vendors, may not be returnable. Each are subject to each vendors specific return policies and restocking fees. ALL customized, used, discontinued, and special ordered items are non-returnable. (this includes Keen® Healthcare manufactured product lines)
Product Return Guidelines:
- All items must have been purchased from Keen® Healthcare website or direct to be eligible.
- Product must be in new, resalable, in unmarked condition and in original and preferably unopened packaging.
- A Return Material Authorization number (RMA) must be issued and clearly written on outside package RETURN LABEL. To obtain an RMA number, please contact us: 1-866-330-5336 Monday through Friday 8:00 am – 5:00 pm PST.
- To ensure prompt return processing, please attach either: the original packing list, sales order, and/or invoice.
- Refunds will be for merchandise value only.
- No returns can be accepted for special orders, custom products, used products, or toileting products, items not in original packaging.
- All returns are subject to inspection upon arrival to Keen® warehouse.
- All approved returnable items arriving within (30) days from delivery date – receive full credit. After (30) days minus a 20% minimum restocking charge, after (60) days- all items are non-returnable.
- Please allow 3-4 weeks to process your return and receive credit refund. Credits exclude shipping, handling and restocking fee charges.
- Customer pays for all return fees and responsible for returning merchandise to Keen.
- Please address returns to: Keen Healthcare Attn: RETURNS 9510 SE Main Street Portland, OR 97222 (include RMA#)
Damaged Good/Short Shipments:
- Keen’s error? Please contact us within (10) days of receiving item to rectify. FULL CREDIT if items is returned within thirty (30) days delivery date. Keen will provide a return shipping tag.
- Shipping Damage? Contact us immediately within 24 hours of receiving damaged items for us to rectify and credit the situation. Please take photos of shipping package and damages. We will replace goods to you immediately upon compliance.
Hours of Operation: Monday – Friday 8am – 5pm PST