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United States Returns, Exchanges, and Warranty Information

  • Last updated December 20, 2019

Return Policy

If you purchase products from Keto-Mojo.com or Amazon, we will refund all unopened boxes in the same condition that you received them within 30 days of delivery. Products must be sealed in the original packaging.

Refunds will be given after products have been returned and inspected. If returns are opened or have been tampered with, we will not be able to issue a refund. We cannot accept returned products that have been opened, as we are unable to resell anything if the factory seal has been broken.

If you believe the product is defective, please contact customer support so we can help you. Keto-Mojo guarantees all of our products with a warranty and will replace your product at no charge to you if the product is found to be defective or damaged. **Please see warranty information below.**

**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. Please read below for further instructions.**

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.

    • Keto-Mojo will provide you with a return authorization and shipping instructions along with a return label. The cost of the shipping label will be deducted from your refund.
    • We will notify you via email once your return is received.
    • Within 2-3 business days, we will inspect your returned items and notify you whether the product is eligible for a refund.

**Note: your shipment must include your return authorization number**

**AMAZON Customers: If Amazon informs you that your Keto-Mojo products are non-refundable, please contact our customer support team. Amazon has specific policies around the return of medical devices, but Keto-Mojo will honor your Amazon purchase with our return policy.**

Warranty

Keto-Mojo warrants that the Keto Mojo meter you purchase from us will substantially conform to its product specifications, and we back that with a lifetime warranty for customers within the United States.

Our warranty extends to the original purchaser only and the meter must be registered here prior to any repair or replacement.

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 repair or replace a defective product without charge.
    • We require a photo or video to determine if the product is defective.
    • If you can provide a photo or video, you will not be required to return the product if it is deemed defective.
    • If you can not supply us with a video or photo, you will need to ship the product back to us for inspection . You will be required to cover the cost of the shipping. If we find the product to be defective, we will refund your shipping costs.
    • 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 to initiate a return authorization.  Have your order number readily available.

This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

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.

Refunds

    • If your return is approved, then your refund will be processed and a credit will automatically be applied to the original method of payment.
    • We require a photo or video to determine if the product is defective.
    • If the product is found defective, we refund the full amount of your order, including any shipping charges.
    • If the product is not defective and unopened, we refund the cost of the order less any shipping charges.
    • It may take up to 5 business days for your credit to appear in your account.

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.

Exchanges

We will happily replace items that are defective or damaged.

    • Please contact our customer support and 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, and shipping charges may apply for exchanges under $34.

Shipping your return/exchange

Note: your shipment must include your return authorization

    • Keto-Mojo will cover the cost of return and replacement shipping for all defective products.
    • For all other returns or exchanges, the customer is responsible for paying return shipping .
    • If you receive a refund or gift credit for non-defective items, the original shipping costs will be deducted from the refund.
    • If you are shipping an item over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item otherwise.

Late or missing refunds

If you have been notified of your refund but have not yet received it after 5 days, contact your back 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.

Gift Items

If the item was marked as a gift when purchased and shipped directly to you, you may return unopened items in accordance with the policy above and you will receive a gift credit for the value of your return, less any shipping charges incurred. If the order was purchased on the Keto-Mojo website, we can look up the order by either shipping or billing address.  If the items were purchased from any other authorized seller, you must have the order number.

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