Return and Refund Policy

Effective Date: March 22, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Keystone Automation website located at www.keystoneautomationgroup.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@keystoneautomationgroup.com
Phone: +1 (218) 433-8829

Address:
Keystone Automation
8 The Green, STE R
Dover, Delaware 19901
United States

Hours: Monday–Friday, 9:00 AM – 5:00 PM EST

3. Return Eligibility

Customers in the United States have the right to request a return within 30 days of receipt, subject to the conditions below.

3.1 Conditions for Return

Unused and Undamaged: The item must be unused and in the same condition that you received it
Original Packaging: The item must be in its original packaging, with all labels and tags attached
Proof of Purchase: A receipt or proof of purchase is required

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact us at support@keystoneautomationgroup.com or +1 (218) 433-8829 within 30 days of receiving your order
Provide your order number and reason for the return

After review, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA).

4.2 Preparing Your Return

Securely pack the item in its original packaging
Include all accessories, manuals, and included items
Include any return authorization details provided

4.3 Shipping the Return

Use a trackable shipping method
Ship the item within 7 days of receiving return authorization

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

A 20% restocking fee applies to returns.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Must be unused and in original packaging
Must be requested within 30 days

Refund: Issued to original payment method minus a 20% restocking fee

6.2 Defective or Damaged Goods

Contact us within 7 days of delivery
Provide photos or videos

Resolution: Replacement or full refund (including shipping costs)

6.3 Incorrect Product Received

Notify us upon receipt

Resolution: We will cover return shipping and send the correct product or issue a refund

6.4 Product Not Received

Resolution: We will investigate with the carrier and provide a replacement or refund if confirmed lost

6.5 Order Cancellation

Orders can be canceled within 24 hours of placement for a full refund
After shipment, returns must follow the standard return process

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

Custom or personalized products
Perishable goods
Intimate or sanitary goods (if applicable)
Gift cards
Downloadable software products

8. Refunds

8.1 Refund Conditions

Refunds are issued after inspection of returned items
You will be notified via email of approval or rejection

8.2 Refund Processing

Refunds are issued to the original payment method
Processing time: 5–7 business days after approval

8.3 Partial Refunds

Partial refunds may be issued if:

Items are returned damaged or not in original condition
Items are missing parts not due to our error
Items are returned outside the return window

9. Exchanges

We replace items if they are defective, damaged, or incorrect.

To request an exchange, contact: support@keystoneautomationgroup.com

We cover shipping costs for exchanges involving defective or incorrect items.

10. Timelines

Return Window: 30 days from delivery
Return Shipping Deadline: 7 days after approval
Refund Processing: 5–7 business days after inspection

11. Legal Rights

This policy does not affect any rights you may have under applicable law.

12. Questions and Support

For more information, please contact: