The short version: you have 15 days from delivery. Send it back unused in its original packaging, we cover the return shipping, and you get a full refund to your original payment method. No restocking fee, no interrogation.
Return Eligibility
To send something back, it needs to meet a few conditions:
- It's within 15 days of the delivery date
- The item is unused and hasn't been mounted, cut, or modified
- Everything that came in the box is there — the rack and all of its hooks
- It's in its original packaging
- You can share your order number or confirmation email
Tried mounting it and it won't stick to your door? That still counts. Tell us what surface you tried it on — it helps us, and it doesn't affect your refund.
What We Can't Accept
- Items returned more than 15 days after delivery
- Items that show real use — bent hooks, scuffed edges, missing parts
- Final sale or custom-made items
- Gift cards
How to Start a Return
- Email us at kept.shop@outlook.com with your order number and what went wrong
- Get your return confirmation — usually within 1–2 business days
- Pack it up in the original packaging so nothing gets bent in transit
- Ship it back with the prepaid label we send you
- Drop us the tracking number so we can keep an eye on it
Refunds
Once your return arrives and checks out, here's what happens:
- Refunds are processed within 3–5 business days of us receiving the package
- The refund goes back to your original payment method
- Banks and card issuers usually take another 7–14 business days to show it on your statement
- You'll get a confirmation email the moment the refund is issued
Return Shipping
Returns are free within the United States. Once your return is approved, we send a prepaid label — pack it, drop it off, done. You never pay to send something back.
Exchanges
Wrong size rack, or want a different color? We don't do direct swaps, but it's easy:
- Start a return for the item you have
- Place a new order for what you actually want — it ships right away, so you're not waiting on us
- We refund the original order once your return lands
Damaged or Defective Items
If it shows up bent, cracked, or missing a piece, that's on us:
- Take photos of the damage and the packaging
- Email us at kept.shop@outlook.com within 7 days of delivery
- We send a replacement or refund you in full — your call
Hold onto the packaging. Keep the box and wrap until we've sorted it out — the carrier may want photos for the claim.
Order Cancellation
Changed your mind before it shipped? Email us right away. We move fast — orders go out within 1–2 business days — so we can't promise a cancellation once processing starts. If it's already on its way, just send it back through the normal return process.
Questions
Email kept.shop@outlook.com. We answer within 1–2 business days, and a real person writes back.