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KEEPTIME offers a straightforward 2-year worldwide warranty to ensure a hassle-free experience for our customers. Please refer to the details below for our warranty policy.

Order Cancellation

Orders are processed within 1-2 business days. You may cancel your order within 60 minutes of placing it. After this window, if the order is already in the shipping process, cancellations may not be allowed. If you need to change delivery address, please refer to our shipping policy.

30-Day Risk and Cost Free Trial for Any Reason

Undamaged products can be returned within 30 days of purchase for a full refund. This excludes corporate and bulk purchases (more than 10 units). Upon arrival at our warehouse, the refund process will begin. Returns must include all accessories and original packaging. For non-quality-related warranty claims, the buyer is responsible for shipping costs, and refunds cover the cost of the product itself. For items with quality issues, please provide evidence (such as pictures, videos, etc.) when contacting after-sales support, and we will provide you with a solution as soon as possible.

Returns without the original packaging may be rejected or could result in reduced refunds due to potential damage during shipping. Using the original packaging helps prevent damage and ensures that your return will be accepted. The original packaging is designed to protect the product during transit, especially our monitors, which have fragile screens. Please keep the original packaging of your KEEPTIME product. Returns may be rejected if these conditions are not met.

For orders placed more than 30 days ago, we only provide replacement services. Returns and refunds are not supported. The product has a 2-year after-sales warranty. During this period, if your product encounters any quality problems, you can contact our customer service team at any time. If our customer service team verifies and confirms that the product affects the use, we will provide you with a free replacement service.

Refund requests expire 30 days after opening a claim. For purchases not made directly through KEEPTIME’s online store, please contact the retailer for refunds. For quality-related issues, see below.

How to Return an Item

  1. Contact Customer Support: Reach out to KEEPTIME support to initiate a return. Provide the order number and reason for return. You can also enter our Return Portal here.
  2. Receive Return Instructions: KEEPTIME support will provide the return address within 3 business days.
  3. Return Notification: Send a return notification to KEEPTIME with the courier name and tracking number for timely processing.

Refund Process

Refunds are issued once the item arrives at our warehouse and are credited back using the original payment method. Processing typically takes 3-5 working days.

Late or missing refunds (if applicable)

  • If you haven’t received a refund after seven (7) days, kindly check your bank account first to see if any notification for failed refund.
  • If you pay by credit card, kindly contact your credit card company. Sometimes it will be delayed due to unknown reasons and take more time before your refund is officially posted.
  • If you pay by bank account, kindly contact your bank first. Normally, there is a processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at Shopify251111@163.com.

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by KEEPTIME are covered by our 2-year worldwide warranty, starting from the date of purchase. This warranty is valid only in the country of purchase and void if the item is taken outside the country or shipped directly from an unauthorized seller.

For purchases made on other platforms (e.g., Walmart, Amazon), after-sales service will follow the rules and policies of those platforms. Products purchased from other platforms will not be eligible for KEEPTIME’s two-year brand warranty. Once the platform’s warranty period has expired, customers may contact KEEPTIME for after-sales support. However, free returns, exchanges, or replacements will not be provided.

For quality-related issues on purchases made through authorized distributors, claims are initially handled by the distributors themselves. KEEPTIME will not offer free replacements, even if the distributor cannot resolve the issue. In such cases, only paid repair options or partial refunds based on usage time may be provided.

Warranty Claim Process

  1. Provide Proof of Purchase: Valid proof includes order number, sales invoice, or dated receipt from an authorized reseller.
  2. Document the Issue: Provide the defective item’s serial number and/or visible proof of the defect. 
  3. Return Item for Inspection: Return the defective item if required for quality inspection.

Situations Not Covered by Warranty

  • Products without proof of purchase.
  • Lost or stolen products.
  • Items with expired warranty periods.
  • Non-quality-related issues (after 30 days of purchase).
  • Free products and repairs through third parties.
  • Damage from misuse, falls, extreme conditions, or unauthorized repairs.

Shipping Costs

Buyer covers shipping costs in the following situations:

  • Returning products for non-quality-related reasons.
  • Warranty claims outside the country of purchase.
  • Accidental returns.
  • Items found to be in working condition after inspection.

When using a prepaid shipping label provided by KEEPTIME, we take responsibility for damage or loss during transit. For non-quality issues, the buyer assumes responsibility for transit damage or loss.