1. ABOUT THIS POLICY
This Returns & Refunds Policy explains the circumstances under which customers may request a return, replacement, exchange or refund for products purchased from KEYED STONES.
Our aim is to handle genuine product issues fairly and provide a clear process for resolving order-related concerns.
2. WHEN A RETURN MAY BE ACCEPTED
A return request may be considered where:
• The wrong product was supplied.
• The product arrives damaged or defective.
• The product materially differs from the product description provided on the website.
• Another return circumstance is expressly stated for the particular product or order.
All return requests are subject to assessment and the applicable conditions in this policy.
3. RETURN REQUEST PERIOD
Customers should contact KEYED STONES as soon as reasonably possible after receiving an order, particularly where an item is damaged, defective, incorrect or materially different from what was ordered.
For operational purposes, customers are encouraged to report such issues within 7 days of delivery so that the matter can be assessed promptly.
Nothing in this policy is intended to exclude any rights that cannot lawfully be excluded under applicable Nigerian law.
4. CONDITION OF RETURNED PRODUCTS
Where a return is approved, products should generally be returned in their original condition, with original packaging, accessories, manuals, tags and other items supplied with the order where applicable.
Products that have been used, altered, damaged after delivery or returned without required accessories may not qualify for a return unless the issue relates to a defect or other circumstance covered by this policy.
5. PRODUCTS THAT MAY HAVE SPECIAL RETURN CONDITIONS
Certain products may have specific return conditions because of their size, nature, hygiene considerations, customisation, installation requirements or other characteristics.
Where special return conditions apply, they may be stated on the relevant product page or communicated to the customer before purchase.
6. DAMAGED PRODUCTS
Customers should inspect products upon delivery where reasonably possible.
If an item arrives visibly damaged, customers should document the condition with photographs and contact KEYED STONES promptly. We may request photographs, order details and other information to assess the claim.
Where the damage is confirmed to have occurred before or during delivery, an appropriate remedy may include replacement, repair where applicable, or refund, depending on the circumstances and product availability.
7. WRONG OR MISSING ITEMS
If a customer receives an item that is different from the item ordered, or an item is missing from an order, the customer should contact us promptly with the order details.
After verification, KEYED STONES may arrange for the correct item to be supplied, the incorrect item to be returned, or another appropriate resolution.
8. CHANGE-OF-MIND RETURNS
A change-of-mind return is not automatically available for every product.
Where KEYED STONES voluntarily accepts a change-of-mind return for a particular product, the product must generally be unused, in resalable condition and returned with its original packaging and accessories. Any applicable delivery or return costs may be the customer’s responsibility unless otherwise agreed.
Products that are customised, specially ordered or otherwise identified as non-returnable may be excluded.
9. REFUNDS
Where a refund is approved, the refund method and timing may depend on the original payment method, payment provider, banking processes and the circumstances of the return.
Refunds will generally be processed after the returned product has been received and assessed, where a physical return is required.
KEYED STONES will not knowingly retain an amount that applicable law requires to be refunded.
10. REFUND OF DELIVERY CHARGES
Whether delivery charges are refundable depends on the reason for the return and the circumstances of the order.
Where the issue results from an error by KEYED STONES or another circumstance for which the customer should not reasonably bear the cost, the applicable delivery charge may be considered as part of the resolution.
11. RETURN SHIPPING COSTS
Where a return is required because KEYED STONES supplied the wrong product or a product is confirmed to be defective or damaged before delivery, we may arrange or reimburse reasonable return logistics as appropriate.
For approved change-of-mind returns, the customer may be responsible for return transportation and related costs unless otherwise agreed.
12. EXCHANGES AND REPLACEMENTS
Where a replacement or exchange is approved, it will be subject to product availability.
If the same product is unavailable, KEYED STONES may offer an alternative resolution, which may include a suitable replacement, store credit or refund, depending on the circumstances.
13. HOW TO REQUEST A RETURN OR REFUND
To request a return, replacement or refund, contact:
KEYED STONES
Email: [email protected]
Phone: +234 803 951 0062
Please provide your order number, customer name, product involved, reason for the request and relevant photographs or supporting information where applicable.
Do not send a product back without first receiving return instructions from KEYED STONES where such instructions are required.
14. ASSESSMENT OF RETURNS
Returned products may be inspected to determine whether the reported issue is covered by this policy.
If an assessment indicates that a reported defect or damage resulted from misuse, improper handling, unauthorised modification or circumstances occurring after delivery, the requested remedy may not be available.
Any decision will be based on the circumstances of the individual order and applicable law.
15. PRODUCTS UNAVAILABLE FOR REPLACEMENT
If a valid return is approved but the original product is no longer available, KEYED STONES may provide another appropriate remedy, which may include a refund or an alternative product where agreed.
16. FRAUDULENT OR ABUSIVE RETURN REQUESTS
KEYED STONES reserves the right to investigate return and refund requests and to decline requests that appear fraudulent, materially misleading or abusive, subject to applicable law.
17. CONTACT US
For questions about returns, refunds or exchanges, please contact:
KEYED STONES
PLOT 47, ROAD 5, OKPORO ROAD, RUMUODARA, PORT HARCOURT, RIVERS STATE, NIGERIA
Email: [email protected]
Phone: +234 803 951 0062
Website: https://www.keyedstonesstg.wpenginepowered.com
18. RELATED POLICIES
This Returns & Refunds Policy should be read together with our Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.
19. POLICY UPDATES
KEYED STONES may update this Returns & Refunds Policy from time to time to reflect changes in our products, operations, payment arrangements or applicable requirements. The latest version published on the website will apply to orders placed after the effective update, subject to applicable law.