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European & Worldwide Enquiries: +44 (0)1536 263158 (Keencut HQ)

Returns Policy


Your purchase of Keencut Products is covered by the Consumer Contracts Regulations which replaced the Distance Selling Regulations as of the 13th of June 2013.



When you buy goods from Keencut you have the right to a replacement or repair where the goods are faulty. The decision to replace the entire product or just a specific component will be at the discretion of the Keencut engineer dealing with the enquiry and will take into consideration the scale of the problem and specific customer requirements.

Keencut reserves the right to charge for replacement parts or equipment until the original has been returned for inspection. Keencut shall compensate only for the faulty parts of the goods delivered. Indirect losses and/or loss of profits are not subject to any compensation.

All machinery carries a comprehensive 5 year manufacturer’s guarantee against defects.




Reports of damage in transit are to be reported to Keencut within 24 hours of receipt and be noted on the shippers Proof of Delivery. Please inspect all goods thoroughly before accepting delivery of any goods as Keencut cannot take liability for any damage caused in transit that has not been noted on the original shipping documentation.

In order for Keencut to expedite a claim for damage in transit please do the following:

  • E-mail with:
    • Customer contact details
    • Order Reference Number
    • Delivery Address
    • Scanned copy of paperwork that was presented by the shipping company upon delivery
    • Model number, size and serial number of damaged machine
    • Photographs of the damage to the machine
    • Photographs of the original packaging
    • Name of the staff member who accepted the goods and noted the damage




In addition to your legal rights we also accept the return of goods up to 14 days from receipt if you simply change your mind. Please return the unused and undamaged goods freight paid in the original packing along with the original invoice and we will offer you a refund, exchange or credit note. Please note that there will be a £25.00 charge to part pay for outgoing freight charges, new packaging and repacking.

If you wish to return an unwanted item please do the following:

  • E-mail with:
    • The reason that you wish to return a Keencut product
    • Customer contact details
    • Keencut Order Reference Number (as found on Delivery note or Invoice)
    • Delivery Address
    • Model number, size and serial number of product to be returned
    • Obtain a Return reference number from Keencut
    • Return the product, freight paid and insured to Keencut Ltd
    • Quoting the Return reference number please advise Keencut when the product is to be shipped and by what carrier

If help is required choosing a carrier please ask

Please note:

  • Keencut will not accept delivery of a product without a return reference number or if the freight is not prepaid   
  • A product must be returned unused and undamaged in its original packaging to qualify for a refund, exchange or credit note
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