Returns & Refunds

We want you to love your Keonjinn product. If something isn’t right, we’re here to help with a simple and transparent return process.

Please review the policy below before starting a return.

 

Return Eligibility

We accept returns within 30 days of delivery for most items.

To help ensure a smooth return process, items should be returned in good condition with original components included whenever possible.

⚠️ Some items are not eligible for return (see “Non-Returnable Items” below).

 

Return Categories

To make the process easier, please find the situation that applies to your order:

 

a. Damaged Items

After receiving the item, please check the condition of the product first. If your item arrives damaged, please contact us within 7 days of delivery. 

Depending on whether Shipping Protection was purchased at checkout, shipping-related damage claims may be processed through the shipping protection provider or insurance partner.

 

To help us review your request, please provide:

· Photos of the damaged item

· Photos of the outer packaging

· Shipping label photos

· Order number

Additional supporting documentation may be requested depending on the claim process.

 

b. Defective Items

If your product is defective, malfunctioning, or not functioning as intended, please contact our support team with the following:

· Order number

· Photos or videos showing the issue

· Product model information

· Additional product details when applicable

Our team will review the issue and provide an appropriate solution, which may include:

· Replacement parts

· Full replacement

· Technical support

· Other resolutions depending on the situation

 

c. Wrong Items

If you received the wrong product, color, size, or model, please provide:

· Photos of the received product

· Photos of the shipping label

· Photos of the item markings or labels on the outer packaging

· Order number

Once confirmed, we will assist with the appropriate resolution.

 

d. Missing Parts

If parts or accessories are missing from your order, please provide:

· An overview photo showing everything you received

· Order number

· Photos of the packaging and included components

Our team will review the request and arrange the missing parts if applicable.

 

e. Change of Mind / No Longer Needed

We understand plans can change. You may request a return within 30 days of delivery if the item is unused and in original condition.

Conditions:

· Item must not be installed or assembled

· Original packaging required

· Customer is responsible for return shipping costs

Fees (if applicable):

· Additional fees may apply if packaging is missing or damaged

Refunds are issued after inspection of the returned item.

 

Order Cancellation

Orders can be canceled within 24 hours of purchase if they have not entered processing or shipping.

After shipment has started, the order cannot be canceled and must be processed as a return.

 

Incorrect Shipping Address

If an incorrect address is provided:

· Please contact us immediately

· If the order has shipped, we cannot guarantee interception

· Reshipment or return fees may apply depending on carrier status

 

 

Refunds

Once your return is received and inspected:

· Refunds are processed within 3 business days 

· Refunds will be issued to the original payment method

Processing times may vary depending on your bank or payment provider.

 

Return Shipping

· Customers are responsible for return shipping costs for non-defective returns

· We recommend using a trackable shipping method

· Keonjinn is not responsible for lost return shipments

For damaged or defective items, return shipping is typically covered by Keonjinn.

 

Non-Returnable Items

The following items are not eligible for return:

· Custom or made-to-order products

· Products that have been installed, used, or modified

· Items not purchased directly from keonjinn.com

· Items marked as “Non-Returnable” on the product page

 

Important Notes

· Returns must be approved before sending items back

· Unauthorized returns may not be accepted

· Please ensure items are securely packaged to prevent damage during return transit

· We reserve the right to refuse returns that do not meet policy conditions

 

 

Bulk & Commercial Orders (B2B)

For contractors, developers, hospitality projects, and wholesale partners:

Bulk orders follow separate return terms due to their custom and project-based nature.

 

Key Conditions:

· Bulk / project orders may not be eligible for standard return policy

· Returns or exchanges may be subject to:

o Restocking fees

o Return shipping costs

o Inspection and handling fees

· Custom or project-specific items are non-returnable unless defective

 

Damage or Project-related Issues:

· Must be reported within 7 days of delivery 

· Resolution may include replacement parts, partial refund, or project-based solution

For bulk order support, please Email us at info@keonjinn.com or consult your sales representative.

 

How to Start a Return

To initiate a return:

1. Email us at service@keonjinn.com

2. Include your order number and reason for return

3. Our team will respond within 24–48 hours with next steps

 

Customer Support

If you have any questions, we’re here to help:

service@keonjinn.com
+1 (888) 204-3326
Monday–Friday, 9:00 AM – 4:00 PM (PST)