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REFUND POLICY

Keenly (bykeenly.com)

This Refund Policy explains when customers may request a correction, replacement, price reduction, or refund for digital design files purchased through Keenly. It applies to one-time purchases of downloadable, print-ready design files and does not apply to recurring subscriptions, unless expressly stated otherwise.

This Policy forms part of Keenly’s Terms of Service. Nothing in this Policy limits any mandatory consumer rights that cannot lawfully be excluded or restricted.

1. Digital Products and Delivery

Keenly provides digital content, including design files intended for printing or production. A purchase is considered delivered when the purchased files are made available for download, export, or access through the Service.

Because these are digital products delivered electronically, they cannot be physically returned. Refund eligibility therefore depends on whether the delivered files conform to the product description, stated technical specifications, and the requirements described in this Policy.

2. When a Refund or Remedy May Be Available

A customer may be eligible for a remedy if a purchased design file has a material technical defect attributable to Keenly that makes the file unusable or materially unsuitable for its stated print-ready purpose. Examples include:

  • the downloaded file is corrupted, incomplete, or cannot be opened using commonly supported software appropriate for the stated file format;
  • the file resolution, dimensions, export settings, or other technical properties materially fail to meet the specifications stated by Keenly at the time of purchase;
  • the file contains a material technical export or rendering error that prevents normal printing or production;
  • a professional print provider rejects the file because of an objective technical defect in the delivered file, rather than because of the print provider’s own unsupported or undisclosed requirements; or
  • the delivered file is otherwise materially non-conforming with the description or technical specifications presented at the time of purchase.

A difference in subjective preference, appearance, artistic taste, or expected commercial performance is not, by itself, a technical defect.

3. Our Remedy Process

Where a valid issue is reported, Keenly may first attempt to bring the digital content into conformity by correcting, regenerating, re-exporting, or replacing the affected file at no additional charge. We will do so within a reasonable time and without significant inconvenience to the customer, taking into account the nature of the defect and the intended use of the file.

A full or proportionate refund may be provided where required by applicable law or where, after review, Keenly determines that: (a) the defect cannot reasonably be corrected; (b) a replacement or correction has failed; (c) the defect is sufficiently serious to justify an immediate refund; or (d) Keenly cannot provide a conforming file within a reasonable time without significant inconvenience to the customer.

Where only part of a multi-file purchase is affected, Keenly may provide a proportionate refund for the affected portion where legally permitted.

4. How to Request a Refund

To request a remedy under this Policy, contact Keenly through the support channel identified on bykeenly.com and provide enough information for us to identify and assess the purchase. We may ask for:

  • the order number or transaction identifier;
  • the email address associated with the purchase;
  • identification of the affected design or file;
  • a clear description of the technical issue;
  • screenshots, error messages, or a preflight report, where relevant; and
  • if a print provider rejected the file, the provider’s written rejection or technical explanation and, where available, the print specifications the provider applied.

For Keenly’s voluntary refund process, customers should submit requests within 30 days after delivery or download of the affected file. This 30-day period does not shorten or replace any longer statutory rights or limitation periods available under applicable consumer law.

5. Situations Generally Not Eligible for a Refund

Except where applicable law requires otherwise, refunds are generally not available where:

  • the customer simply changes their mind after the digital content has been supplied;
  • the customer no longer needs the design or decides not to print or use it;
  • the issue results from editing, resizing, converting, compressing, recoloring, or otherwise modifying the file after download;
  • the customer uses software, equipment, materials, or a print provider that does not support the stated file format or disclosed specifications;
  • the print provider imposes special production requirements that were not communicated to Keenly before the file was generated or purchased and are not part of Keenly’s stated specifications;
  • the customer selected incorrect options, supplied inaccurate instructions or source materials, or approved specifications that caused the issue;
  • the complaint concerns subjective design preference rather than a material technical defect or non-conformity; or
  • the customer has already used, reproduced, distributed, sublicensed, sold, or commercially exploited the design, except to the extent a remedy remains mandatory under applicable law.

Keenly will not deny a remedy solely because a file was downloaded where mandatory law provides a remedy for defective or non-conforming digital content.

6. EU/EEA and UK Consumers — Digital Content

If you are a consumer in the European Union or European Economic Area, mandatory consumer-protection rules for digital content may apply. In particular, defective or non-conforming digital content may entitle you to have the content brought into conformity and, in circumstances provided by law, to a proportionate price reduction or termination of the contract and reimbursement.

For digital content supplied immediately and not on a tangible medium, the statutory withdrawal right may cease once supply begins only where the legal requirements for doing so are satisfied, including obtaining the consumer’s prior express consent to immediate supply and acknowledgement that the right of withdrawal will be lost. Downloading a file does not remove statutory rights relating to defective or non-conforming digital content.

For UK consumers, applicable mandatory rights under UK consumer law remain unaffected. If any provision of this Policy conflicts with a mandatory consumer right in your country, the mandatory right prevails.

7. United States Consumers

For customers in the United States, this Policy provides the contractual refund and remedy terms for Keenly’s digital products, subject to any non-waivable rights available under applicable federal or state law. Nothing in this Policy is intended to exclude remedies that cannot lawfully be waived, including remedies relating to materially misleading descriptions or defective digital products where applicable.

8. Refund Method and Timing

Approved refunds will ordinarily be issued to the original payment method. Keenly will initiate an approved refund without undue delay and, where EU consumer law requires reimbursement following a valid termination or price reduction, within the legally required period, which may be no later than 14 days after the relevant notice.

The time for funds to appear in the customer’s account may depend on the payment processor, card network, bank, or other payment provider. Original currency-conversion differences, bank charges, or third-party fees are handled according to the rules of the relevant payment provider and applicable law.

9. Effect of a Refund

If a purchase is fully refunded following termination of the contract, the customer must stop using the refunded digital content and must not reproduce, distribute, sell, sublicense, publish, print, manufacture from, or otherwise exploit the refunded design after the refund, except where applicable law provides otherwise. Keenly may disable future access to or downloads of refunded content where technically possible and legally permitted.

A refund does not retroactively authorize use that was outside the license granted with the original purchase.

10. Abuse, Duplicate Claims, and Chargebacks

Keenly may request reasonable information necessary to investigate suspected duplicate, fraudulent, or abusive refund claims. This does not limit mandatory consumer rights.

Customers are encouraged to contact Keenly first so that we can investigate and resolve a technical issue promptly. Nothing in this Policy restricts any lawful right a customer may have to dispute a transaction with their payment provider.

11. Business Customers

If you purchase a design primarily for business, trade, craft, or professional purposes, consumer-specific statutory rights may not apply to your purchase. Business purchases remain subject to this Policy, the applicable Terms of Service, and any mandatory law that applies to the transaction.

12. Changes to this Policy

Keenly may update this Refund Policy from time to time. The version applicable to a purchase will generally be the version made available at the time of that purchase, unless a change is required by law or is more favorable to the customer.

13. Contact

For refund requests or questions about this Policy, email support@bykeenly.com. Please include your order details and the information described in Section 4 so that we can review the request efficiently.