European Returns, Exchanges, and Warranty Information
- Last updated December 21, 2019
Return Policy and Conditions of Returns
If you purchase products from Keto-Mojo.com, we will refund all unopened boxes in the same condition that you received them within 14 days of delivery. Products must be sealed in the original packaging. (Refunds do not include shipping costs and we may deduct for restocking fees.)
Please note that we cannot accept returned products that have been opened unless the reason for the return is due to defective or damaged product.
Items not eligible for return:
- Gift cards
- Downloadable software products
- Products sold on subscription through authorized resellers:
Keto-Mojo does not offer subscription based ordering, although some authorized resellers of Keto-Mojo do. We cannot cancel subscription orders or return merchandise that has been ordered on subscription from these authorized resellers. Please contact the company you set up the subscription with.
To initiate your return, please contact our customer support and have your order number readily available. Please note that we are only able to accept returns and provide refunds for those orders placed on the Keto-Mojo website.
- Keto-Mojo will provide you with a return authorization and shipping instructions.
- You are responsible for return shipping costs unless the product is deemed defective. See more information below regarding defective or damaged products.
- We will notify you via email once your return is received.
- You will be responsible for the cost of shipping the returned product and will be refunded only for the product cost (unless the product is determined to be defective).
- We cannot be responsible for parcels that fail to reach us, so please make sure you obtain proof of postage.
**Note: All returns must have a return authorization number provided by Keto-Mojo. No returns will be accepted without a Keto-Mojo issued return authorization number. The return address will be provide at the same time the return authorization is issued. **
You may cancel an order at any time prior to the product being shipped; we will confirm your cancellation in an email and refund any funds already paid.
To cancel your order, please log into your account here. If your order has already been processed, you may contact customer support with a request to cancel or return your product. Please have your order number readily available.
If you purchased the wrong item, please contact customer support for an Exchange Merchandise Authorization. The customer is responsible for the shipping cost to return the original item that was purchased.
You Entered the Wrong Address
If your order was placed with an incorrect address, please contact customer support as soon as possible. This is important because once the order has shipped we are not able to change the shipping address.
Once the order has shipped, we can either reship the product (you will be responsible for another shipping charge) or we can refund you for the product less the original shipping cost.
Our warranty extends to the original purchaser only and the meter must be registered prior to any replacement. You may register your meter here or by logging into your account here and then clicking on “registration”.
- Keto-Mojo will replace a defective product without charge.
- We require a video to determine if the product is defective.
- You will not be required to return the product.
- For damaged product through no fault of Keto-Mojo or product used not in accordance with its specifications, the customer will be responsible for any replacement costs.
For warranty claims, please contact our customer support team to initiate a return authorization. Have your order number readily available.
Defective or Damaged Product
If the product arrives to you defective or damaged please contact our customer support.
We will ask you to provide either pictures or video of the product to establish if the product is faulty.
- Keto-Mojo will cover the cost of return and replacement shipping for all defective products.
- You will receive a replacement, refund or gift credit for defective/damaged items (to be determined by Keto-Mojo).
- We recommend using a traceable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item otherwise.
If your return is approved, then your refund will be processed. Refunds will only be made on the credit card or debit card or through the PayPal account used by you to pay for the product.
- If the product is defective, we refund the full amount of your order, including any shipping charges.
- If the product was not defective, we refund the cost of the order less any shipping and restocking fees.
- It may take up to 5 business days for your credit to appear in your account once the refund is processed.
Note: A refund can only be sent to the original payment method. If you no longer have access to the payment method that was used to place the order, please contact the bank or agency for the original payment method to claim the funds after the refund is sent.
Late or missing refunds
If you have been notified of your refund but have not yet received it after 5 days, contact your bank or credit card company as it may take some time before your refund is posted.
If you have not received your refund after contacting your bank or credit card company, please contact our customer support.
If the item was marked as a gift when purchased and shipped directly to you, you may return the item in accordance with the policy above and you will receive a gift credit for the value of your return, less any shipping charges incurred. We can look up the order by either shipping or billing address.