Return & Refund Policy
You have 30 days from the delivery date to request a return.
At Ashford & Keene, we do not charge a return fee.
After receiving and inspecting your return, we will process the refund within 7 business days.
The costs for return shipment are borne by the customer.
Right of return on the day of delivery
Our returns policy is based on the day of delivery, not the day of purchase, so you have plenty of time to inspect your purchase.
If an item arrives later than the stated 30-day return period, a return is still possible.
Under what circumstances do we offer returns?
1. Cancel an order:
● If you would like to cancel an order before it has been shipped, please contact our customer service at support@ashfordkeene.com.
● We will process your cancellation request and issue a full refund to your original method of payment.
2. Damaged upon arrival:
● Please check your order upon delivery.
● If you receive a damaged item, please contact us immediately.
● Describe the damage and, if possible, attach photos for our assessment.
● We will arrange a return, replacement or refund according to your wishes as soon as possible.
3. Manufacturing defects or defects after use (warranty):
● In case of a manufacturing defect or if an item breaks after use within our warranty period, please contact our customer service.
● We will guide you through the warranty process for repair, replacement or refund in accordance with our warranty terms and conditions.
4. Received the wrong product:
● If you received an incorrect product, please contact us immediately.
● We will initiate a return and, upon receipt of the returned item, ship the correct product at no additional cost.
1. Contact us:
● Please send an email with your order number and the reason for the return to our customer service team at support@ashfordkeene.com.
2. Return Authorization:
● Our team will review your request and issue a return authorization along with a return label (if applicable).
3. Packaging and shipping:
● Please make sure the item is in its original condition, including tags and packaging.
● Follow the instructions to pack and ship the return shipment to the address provided on the return authorization.
● Please enclose a copy of the return authorization with your return shipment.
● If necessary, attach photos to support the claim for damages or defects.
● To ensure a smooth return process, each return must be provided with a tracking number that can be tracked online.
4. Additional information about returning your order
● All returns will be sent to our central warehouse in Asia at the customer's expense
● Once we receive and inspect your return, we will notify you of the status of your refund.
● Once approved, your refund will be processed within 7 business days and will be returned to your original method of payment.