Return Policy
At Keystone Vacuum, we want you to love the vacuum you purchase. Sometimes, the best way to know whether a machine is right for your home is to try it on your own floors.
Our 30-day return policy allows you to try your vacuum through normal household cleaning and return it if it isn’t the right fit, subject to the conditions below.
In-Store Vacuum Purchases
Vacuums purchased in our store may be returned within 30 days of purchase for a refund. Normal household use is permitted during this period.
Bring the machine back clean, undamaged, and complete with its original accessories, manuals, and packaging. Proof of purchase is required.
Online Vacuum Purchases
You may request a return within 30 days of delivery, even if you have used the vacuum for normal household cleaning.
Before shipping your return, contact Keystone Vacuum for a Return Authorization number (RA#) and return instructions. The machine must reach us within 14 days after authorization is issued. Please write the RA# clearly on the shipping label or outer shipping carton—not on the manufacturer’s product box.
Customers are responsible for return shipping costs. Although standard shipping is included in our selling prices, the actual outbound shipping cost paid by Keystone Vacuum will also be deducted from the refund.
What Condition Must the Vacuum Be In?
We accept vacuums that have been reasonably tried and cared for. To qualify for a return, the machine must:
Be clean and free of accumulated dirt, pet hair, and strong odors.
Have its disposable bag emptied through replacement or its bagless dust container emptied, as applicable.
Include all original attachments, accessories, manuals, and promotional items.
Be returned in its original packaging, securely packed for transport.
Be free from damage caused by misuse, improper maintenance, or neglect.
Minor signs of ordinary household use do not automatically disqualify a return. However, the trial period does not cover renovation cleanup, vacuuming liquids with a dry vacuum, collecting hazardous materials, or other use contrary to the manufacturer’s instructions.
Keeping the Trial Fair
This policy is intended to help customers choose a vacuum they will enjoy owning. It is not a rental service or an opportunity to use a machine for a temporary cleaning project.
Returns involving excessive wear, significant damage, missing components, or substantial cleaning needs may be subject to a reasonable deduction reflecting the actual cost of cleaning, replacement parts, or loss in value. We will explain any proposed deduction before completing the refund.
Machines damaged beyond reasonable resale condition may be declined. We may also decline additional trial returns where repeated purchases and returns indicate misuse of this policy.
Return Shipping & Packaging
Please pack your vacuum carefully using its original protective materials. We recommend a tracked shipping service and adequate shipping insurance.
Damage caused by insufficient packaging may affect the refund. Keep your shipping receipt and tracking information until the return has been completed.
Damaged, Incorrect, or Defective Orders
If your order arrives damaged, you receive the wrong item, or your machine appears defective, contact us promptly before arranging or paying for return shipping. These issues are handled separately from preference-based returns.
Problems arising during ownership may be covered by the manufacturer’s warranty. We’ll help you determine the appropriate next step.
Other Products
Unused bags, belts, filters, attachments, and accessories may be returned within 30 days of delivery or in-store purchase, with proof of purchase and original packaging.
Used disposable supplies are not returnable. Steam cleaners and carpet shampooers are not eligible for preference-based returns once used; defects are handled through the applicable warranty process.
Any special-order or final-sale restrictions will be disclosed before purchase.
Refunds
Returns are inspected before refunds are issued. Approved refunds will be made to the original payment method, less any applicable shipping costs or explained condition deductions.
In-store cash and check purchases are refunded by company check. Your bank or card provider may require additional time to post the refund.
Need Help Choosing or Returning a Vacuum?
Message us through our website or call 724-256-5074. We’re happy to help you choose a machine, troubleshoot a concern, or arrange an eligible return.
This policy does not limit any rights provided by applicable law.
