Refund policy

There are lots of things that can happen in the delivery process, and packages can get held up for reasons that are outside of our control. If your order gets returned to us, we can issue you a refund or take the appropriate actions to get you a new package. Before you get a new package or refund, we'll need to determine the following:

  • The current status of the package (for example, if it is heading back to us)
  • Whether there are unpaid custom charges, fees, or burdens
  • What shipping address was entered when you placed the order

If the fault lies with us, IPlumVPN B.V will issue the replacement shipment as soon as possible. If you entered the wrong address, you will be responsible for reshipment costs. We reserve the right to refund your order in full.

We accept returns of equipment within 30 days of your original purchase date. During this time frame, you can test the network and devices to ensure they meet your requirements. If, for any reason, you are not fully satisfied with KYHIP VPN solution, you can return it. To be eligible for a refund, you will need to provide the receipt or proof of purchase in its original condition. We're pleased to offer the convenience of risk-free shopping with our free returns for all VPN packages. If you wish to return your package, simply send a message to support@keepyourhomeip.com. Once we receive your request, we'll provide you with a return label promptly, making the return process easy and hassle-free. If your order arrives damaged in any way, please email us as soon as possible at support@keepyourhomeip.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. Please note that returns will need to be sent to the following address: Zodiakplein 44, The Hague , The Netherlands; Post code: 2516CD; Company: IPlumVPN B.V. If you have any further questions, please don't hesitate to contact us at support@keepyourhomeip.com.

SECTION 1 - 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.

SECTION 2 - EXCHANGES AND UPGRADES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  • We accept exchanges and upgrades only within 30 days from the date of purchase.
  • For a period longer than 30 days, users will have to buy a new package if they want to upgrade.
  • Note: We do not accept upgrades by paying the price difference.

SECTION 3 - 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 support@keepyourhomeip.com.

If any parts are missing from your returned package, our team will conduct a thorough inspection, and the refund amount will be adjusted accordingly to account for the missing items.

SECTION 4 - SUBSCRIPTION REFUND POLICY

You may request a refund for your Subscription for any reason within seven (7) days of your initial purchase. Upon such a request, as described below, you will receive a full refund of the amount you paid. Refunds beyond the 7-day purchase window will be considered at the sole discretion of IPlumVPN B.V. if a subscriber can demonstrate that the services were not available or usable during the subscription period and that reasonable attempts were made to contact KeepYourHomeIP to resolve the issue. In this case, KeepYourHomeIP may provide the subscriber with a pro-rata refund of service fees paid during the period when the service was not available or usable. Refunds are generally processed within ten (10) days and are made to the original form of payment used for the purchase.