Refund policy
Contact Information
If you have any questions regarding your order or this policy, please contact us:
Business Name: Keystone Outdoor Systems
Email: support@keystoneoutdoorsystems.com
Phone: (512) 677-9063
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (CST)
Live Chat Available: Available on our website in the bottom right corner during business hours. If we are offline, leave a message in the chat and we will respond via email or phone.
Cancellations (Before Shipment)
Orders can be canceled for a full refund before they are processed and shipped. To request a cancellation, please contact us as soon as possible at support@keystoneoutdoorsystems.com or call us at (512) 677-9063. Once an order has been processed or shipped, it can no longer be canceled.
Returns
We accept returns on eligible items within 30 days of the delivery date. We do not offer exchanges. If you would like a different item, please return your original order for a refund and place a new order.
To qualify for a return:
- Item must be unused and in original packaging
- Customers are responsible for return shipping costs and must arrange their own return label
- A restocking fee of 20% applies to all returned items
Refunds
Once your return is received and inspected, we will notify you of the approval status within 2 business days. If approved, your refund will be issued to your original payment method within 10 business days. Original shipping costs are non-refundable.
Damaged or Defective Items
Please inspect your order upon delivery. If your item arrives damaged or defective, take photos of the packaging and product and contact us within 72 hours of delivery at support@keystoneoutdoorsystems.com or call (512) 677-9063. Please include your order number and photos of the damage. We will work swiftly to resolve the issue through a replacement, store credit, or refund as appropriate.
Wrong Item Received
If you received the wrong item, please contact us within 72 hours of delivery at support@keystoneoutdoorsystems.com with your order number and photos of the item received. We will arrange for the correct item to be shipped to you and coordinate the return of the incorrect item at no cost to you.
Order Arrived Incomplete
If your order arrives with missing items or components, please contact us within 72 hours of delivery at support@keystoneoutdoorsystems.com with your order number and a description of the missing items. We will work to resolve the issue promptly at no additional cost to you.
Order Delayed
If your order is significantly delayed beyond the estimated delivery window, please contact us at support@keystoneoutdoorsystems.com or call (512) 677-9063. We will follow up with the carrier and keep you updated throughout the process. If your order cannot be fulfilled within a reasonable timeframe, we will issue a full refund.
Change of Mind
If you change your mind after receiving your order, you may return the item within 30 days of delivery provided it is unused, in original packaging, and in resellable condition. Customers are responsible for return shipping costs and a 20% restocking fee will apply.
Shipping Delays
Delivery times are estimates and may be affected by factors outside our control, including carrier delays or supply chain disruptions. We will keep you informed throughout the process and work to resolve any issues as quickly as possible.