We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Haulage will have to be paid on the pallet you are sending back the charge will depend on the product and will be either €60 or €80.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. Please note that returns will need to be sent to the following address:
KEEN M WOOD IMPORTERS
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
TERMS & CONDITIONS
When purchasing from Keen M Imports , you are agreeing to our terms and conditions: The term “you” refers to the Buyer The terms “us” or “we” or “our” refers to Keen M Imports.
Please ensure that you have read our terms and conditions and are satisfied with them before placing your order. The colour likeness of products in the images on this site may vary due to limitations of camera settings, lighting, browser software and monitor/screen settings. We recommend all customers view our products at their local branch before placing an order. Our natural, real wood products may vary in colour due to the nature of the product and also WILL have knots and variation and will not be a exact match to the sample or photo shown online or in store. Wood is a natural product so no two pieces are the same. Box sizes may also vary. Please ensure you have accurate measurements as we will not be responsible for any over/under ordering.
Any purchases will only be delivered to the Buyer’s premises. Our delivery charges apply to ROI Ireland Only. Extra delivery charges will arise for any orders outside this areas. Please contact our store number and we will advise you of any additional carriage charges that you will incur. Every effort will be made to ensure that all items shown are in stock. We offer no guarantee of availability and this electronic publication does not constitute an offer for sale. Goods delivered normally arrive between 9am and 5.30pm, Monday to Friday. As deliveries will be made on a van, it is assumed that the delivery address will be accessible by the van. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width limit, please inform us at the time of order. If a delivery is attempted, and you have not informed us, you may incur charges for re-delivery. In the event that you are not available to provide a signature on the pre-arranged date, you may be charged for re-delivery. As we use third party couriers, all deliveries will be curb side deliveries only. The delivery time of day can only be estimated by us. We will not be held responsible for any failed delivery times quoted by any third parties. The buyer must inspect all goods for damage before accepting delivery. We will accept no responsibility for goods damaged during transit if the customer has signed for them. In the event that a delivery arrives to you damaged in any way, it must be signed as “damaged” in order for us to send a replacement. If the items are not signed as damaged, we will accept no liability for any damages. Should you wish to accept a damaged delivery, you must still sign for it as “damaged” with the delivery courier. We advise that a customer does not book any fitting until the goods have been delivered and checked. We will not be held liable for any fitting costs resulting from late delivery or delivery of incorrect or damaged goods. Please note: We only deliver to Ireland addresses. All delivery times quoted are approximate and we will not be held responsible for a delay with goods arriving into us or being dispatched.
We do not offer refunds unless the product is faulty and all other avenues have been explored. However in some cases returns may be accepted on stocked products only in return for a credit note where a restocking fee of 15% may occur. We cannot take returns on any special order. In the event of a return proof of purchase must be shown and must be within 28 days of purchase.
PRICES AND TAX
The price shown for the goods excludes postage and packing unless specifically stated. The charge for deliveries is shown in the Checkout before you are asked to confirm the order. The price you pay will include VAT at the current ROI rate.
CANCELLATIONS AND RETURNS (Applicable for internet sales only)
In accordance with the European Directive on consumer rights (Directive 2011/83/EU), you have the right to cancel your order, up to 14 days after you receive the goods. Please note that in the event of a cancellation, the buyer is responsible to pay all costs associated with returning the order. The item is the buyers responsibility until it reaches our designated returns address. For the buyers protection, we recommend that sending returns using a delivery service that insures the buyer for the full value of the goods. Please ensure to package all returns adequately. It is recommended to contact us for advice regarding packaging as we will not accept a refund for any returns unless the product has been returned in unmarked and undamaged condition. This includes packaging. To cancel your order you must inform us either in writing or by email to firstname.lastname@example.org All goods must be re-packed as they were received. Refunds will be made to the payment card that was initially used to make the purchase, within 30 days of cancellation.
A minimum deposit of 50% is required to secure all orders. This will hold current prices until you are able to take delivery. Should a price increase occur before you take delivery we will notify you and the balance of payment may be required to avoid price increases. All balances must be paid in full (including fitting charges) before any products will be dispatched. Keen M Imports retains all ownership of goods until all balances have been fully paid.
I RECEIVED THE WRONG ITEM
If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product. We will then advise on how to proceed with exchanging the order. Before fitting or using your order, please check that you have the correct product and that you are happy with the product. If you need to make a change, this can always be done before the product is fitted or used, but returns will not be accepted on a fitted or used product if the wrong items were supplied. Should you receive the wrong item please notify us in writing within 7 days of delivery. We cannot accept any refund on any products that are not still in the original packaging and will not refund a floor after it has been fitted or opened, unless a product fault can be proven. Items wrongly delivered must be returned in unused and in good condition in order for a refund or exchange to be carried out. It is the buyer’s responsibility to ensure the safe return of any items in order to qualify for a refund or exchange. Please note: In the case of receiving the wrong item the full return cost of the goods will be borne by us, and we can organise a collection on the buyer’s behalf. However you may be required to follow some packing instructions and be available to return the item to a courier. We will use reasonable endeavours to arrange collection of returned goods at a time that will suit the buyer. It is required that the buyer also use reasonable endeavour to make themselves available to carry out the return of a delivery. Contact Us in writing on: email@example.com.
Our products are listed with any warranty information on the page. If you do not use a Damp Proof Membrane on ground floors, if you do not do a recorded moisture test or if you do not use the correct underlay, or if you do not have the flooring fitted correctly, this will affect your guarantee. All floor warranties are void should the floor not be fitted correctly or recommended site conditions are not met. Please read our guides on fitting before commencing any work. Please also refer to manufacturer’s instructions.
All confidential information, including credit card details, are held securely and only transmitted in encrypted form in accordance with the Payment Card Industry Data Security Standard (PCI-DSS). Customer details are not passed to third parties and are used only in accordance with the Data Protection Act.
You agree to indemnify us against any claims, losses, liabilities, damages and expenses (including legal fees), arising out of your use of this site.
None of the above Terms and Conditions affects your statutory consumer rights.
You agree and acknowledge that all text, graphics, photographs, copyright, trademarks and any other intellectual property, material or content available within this website are owned and shall remain vested in Keen M Imports or our licensors. You agree and acknowledge that the material within this website is made available for your personal and non-commercial use only. Whilst you may download material and print extracts from this website this must only be for your own personal and non-commercial use. No right, title or interest in any downloaded material is transferred to you at any time. You must not make any other use of any material within this website without our prior written permission