Once you have received your order, you have 14 calendar days to request a return.
You can make the claim from our website by following these steps:
- Log into your account.
- Go to your orders
- Click on the order for which you want to open an incident and look for the button "open incident on". A drop-down menu will open where you can select the product you want to exchange/return and indicate the quantity. It is important to note that you must open an incident/return for each item in your order.
- Select the type of incident (return or incident), the reason for the incident/return, a brief description of what happened, and, if necessary, photos of the product (for example, to show damage or dents).
- Click "send" when you have completed all the steps.
Once the process is complete, we will contact you with a solution within a maximum period of 48/72 hours during our business hours from Monday to Thursday from 9:00 am to 5:30 pm and Friday from 9:00 am to 2:30 pm, except for national holidays.
The more information and photos you provide us, the faster we can process your request.
You will then receive an email notifying you that we have received your request.
Within a maximum period of 7 business days, we will send you an email responding to your request.
IMPORTANT:
This request must always be sent within the deadline indicated in the first paragraph (14 natural days from the delivery date). The items subject to withdrawal must be returned in perfect condition, within their original packaging and with all their accessories.
The product will be collected at the delivery address or at the address you indicate if it is different.
The refund of the product amount will be made together with the shipping costs, with the rest being the responsibility of the customer. In case you return part of your order, the proportional part of the shippin costs will be refunded but not the total amount.
No spontaneous returns will be accepted without the agreement of www.kenayhome.com.
The refund will be made within 15 days from the receipt of the withdrawal request and may be withheld by Kenay until the goods have been received or until the customer has provided proof of the return of said goods.