Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Shipping costs, Credit card fees, paypal and/or transaction fees billed to our business will be deducted from all refunds.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note - fabric off the bolt is not eligible for return. Refunds for classes are only offered up until 72 hours before the class start and issued as a credit to be used towards future classes.
To start a return, you can contact us at info@keatonquilts.com. Please note that returns will need to be sent to the following address: 150 W 28th Street, Suite 804, New York, NY 10001
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The initial shipping cost and credit card processing fees will be deducted from your refund. You are responsible for the cost to ship your return back to us.
Please note - as of 1/2/2025 - we are no longer able to accept returns of machines (sewing machines, embroidery machines, combo machines, sergers, coverstitch machines, overlocker machines) through the mail. They must be returned in-person.
Certain products are subjected to a 20% and up restocking fee. Returns of products with missing accessories / packaging, damaged packaging or products that show signs of use will not be accepted. They include but are not limited to sewing machines, sergers, embroidery machines, longarming services booked but not completed, BERNINA accessories and bernette accessories. Items you have us special order for you are final sale and not returnable.
*Machines with embroidery, Sergers/overlockers and combination machines are subject to a 30% and up restocking fee. Machines that show signs of use are non-returnable. Machines used for an event such as but not limited to new york fashion week are not returnable. If boxes, styrofoam, plastic bags or any packaging is ripped, torn or damaged in any way - machine is not returnable. If missing any accessory, machine is not returnable.
All software is final sale and not returnable.
If you choose to cancel a service before it is performed, you agree to paying a consultation fee to cover the cost of our time being deducted from your refund and if applicable - the cost of the credit card, paypal or transaction fee also being deducted from your refund. Consultation fees vary and range from $25-$50.
You can always contact us for any return question at info@keatonquilts.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@keatonquilt.com.
Refunds for pre-orders placed online or in-store using any payment other than cash that you (the customer) decides to cancel will incur an additional 20% charge to cover the cost of the credit card processing fee we are charged for the sale and the credit card processing fee of the refund and/or part of the cost to return of the item to the manufacturer or distributor.
MACHINE LESSONS WITH PURCHASE
30 min guide lessons are free with machine purchase up to 90 days from the date of purchase. If not taken within 90 days of purchase, free guide lesson is forfeited.