Refund policy
Return and Refund Policy
Please note: we do not offer free returns. The cost of returning an item is borne by the customer, except where the item arrived defective or incorrect.
Can I return my order?
Yes. If you are not fully satisfied with your purchase, you can request a return within 30 days of the date you received your order, provided the return meets the following conditions:
- All parts, components and packaging are included, exactly as the product was received.
- The product is in its original condition, unused, with all original labels and protective packaging still attached. Damage caused by improper use is not covered by this return policy.
- Kitchen items must be clean and unused before they are returned.
We reserve the right to refuse returned items where there are indications that they have been used or damaged beyond normal inspection.
How do I start a return?
If your order meets the conditions above, send us an email at info@bykept.com including:
- Your order number
- The reason for the return
- A photo of the item (if it arrived damaged or defective)
- Your full name and address
Our team will reply with the correct return address. Wait for this address before sending anything, and do not return items to the sender address on the parcel. As the customer, you bear the cost of return shipping, except where the item you received is defective or incorrect. In those cases, we cover the return costs.
Refunds
After we have received and inspected the return (usually within 2 to 5 business days), we will refund the amount via the payment method you used at purchase. If all conditions are met, we will refund you without undue delay and in any event within 14 days from the moment we were informed of your decision and have received the returned goods.
No fees are charged for the refund itself. Depending on your bank or payment provider, it can take a further 3 to 10 business days for the amount to appear in your account. Refunds are issued in the same currency you were charged at checkout.
Changing or cancelling an order
If your order has not yet been dispatched, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will do what we can to help. Once the order has been dispatched, we can no longer stop it in transit: in that case, wait for the delivery and then follow the return procedure described above.
Cancellation rights
As a consumer you have the right to withdraw from your purchase within 14 days of receiving the goods. At By Kept we voluntarily extend this period to 30 days from the delivery date, for every customer in every country we deliver to. To exercise your cancellation rights, inform us of your decision by an unambiguous statement (for example by email to info@bykept.com). The cost of returning the goods is borne by the customer. Nothing in this policy limits your statutory rights as a consumer, including any rights you may have under applicable consumer legislation in the United States, the United Kingdom, Canada, Australia or New Zealand.
Damaged or defective items
If your item arrives damaged or defective, contact our customer service team and include a few photos and a clear description of the problem. If we confirm that the defect is attributable to us, we will arrange a replacement or a refund at no cost to you.
Contact
Need help? Contact our customer service team at info@bykept.com. Our team is available for you 7 days a week. Estimated response time: within 24 hours.
Customer service hours (CET, Amsterdam time):
Monday to Friday: 9:00 to 20:00
Saturday: 9:00 to 18:00
Sunday: 9:00 to 18:00
Business information
By Kept — MdBeats
Meidoornstraat 11, 4021 XR Maurik, The Netherlands
Company registration number (KvK): 78147271
VAT number: NL003293009B81
Email: info@bykept.com