Return & Refund

At Keel, we strive to ensure that every customer receives high-quality products and a smooth delivery experience. This Return & Refund Policy explains the conditions and procedures for returning items and requesting refunds. By placing an order through Keel, you agree to the terms outlined below.


1. Return Eligibility

You may request a return under the following conditions:

  • The item is unused and in the same condition as when received.
  • The item is in its original packaging.
  • You provide a receipt or proof of purchase.

Non-Returnable Items

  • Consumer goods (such as food or beverages), unless expired at the time of delivery.
  • Items that have been opened, used, or damaged after delivery.
  • Items without original packaging.

Keel reserves the right to refuse returns that do not meet these conditions.


2. How to Request a Return

To initiate a return:

  1. Contact our customer support team at info@keelkw.com or +965 65882288
  2. Provide your order number, item details, and reason for the return.
  3. Our team will guide you through the next steps.


3. Inspection Process

Once your returned item is received:

  • We will inspect the product’s condition.
  • We will confirm whether the return meets all eligibility criteria.
  • We will notify you of the approval or rejection of your return and refund.


4. Refund Eligibility

A refund will be issued only if your return is approved after inspection.

Refunds will be processed to your original method of payment, such as:

  • Credit or debit card
  • Online payment method used during checkout 

Delivery fees are non-refundable, unless the refund is due to an error on our part (e.g., wrong item sent, damaged or expired item).


5. Refund for Incorrect, Damaged, or Expired Items

You may request a return and refund if:

  • You received the wrong item
  • The item arrived damaged
  • The item was expired upon delivery

In such cases, you must contact us on the same day of delivery and provide supporting evidence (photos or videos).

Keel will either

  • Issue a full refund, or
  • Replace the item at no additional cost


6. Refund Processing Time

Once approved:

  • Keel will process the refund immediately.
  • Your bank or card issuer may require 3–10 business days to reflect the refunded amount (international cards may take longer). 

Keel is not responsible for delays caused by banks or payment processors.


7. Contact Us

For return or refund requests, or if you need any assistance:

Email: info@keelkw.com
Phone: +965 65882288

Please include your order number and a clear explanation of your request.