We hope that you will be pleased with your purchases from us however, there may be occasions when you will need to return items to us.
Do you need to return an item?
All requests to return an item must be made through this website using the Returns service accessible from the Returns link at the bottom on this page. Please read out Returns Policy and Terms & Conditions.
Changed your mind?
Changed your mind: An order can be cancelled at any point before the goods are delivered to you. In line with the Consumer Contract (ICAC’S) Regulations you have a cooling off period where an item can be returned within 14 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us. You must return the item to us at your cost, but only return the item once we have approved the return. Once you've informed us that you wish to return your item, you have 30 days to return it. Once the item is received by us, we will issue a full refund for the product to your original payment method less, if you requested we collect the item, the cost of postage / carriage as advised by use at time of agreeing to collect. If the products not returned in an 'as new' condition we will contact you to either return the product to you, at your cost, or calculate a sum to deduct from the price paid for the product to cover the cost of damage to the product.
Please note that this policy has some limitations and does not apply to business customers or to any orders where a product has been custom made to your specification, including, but not limited to, where we produce a product to match an existing key number or where we key alike products.
Where your purchase is a service and the service has been redeemed, you will not be entitled to a refund.
Faulty Product Return
You pay for return postage: If you elect for a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including any standard delivery charges paid by you including the cost of sending the item to you, up to our cheapest delivery method. We will not refund premium delivery surcharges. We offer a free collection for defective products and we recommend that you contact us in the first instance to see if you can make use of this service. However, at your discretion you may arrange to return the product via your own courier method and we will refund up to a reasonable amount. This will only be refunded upon the receipt of proof of the carriage costs. To ensure charges incurred for courier method are reasonable, customers must contact us first to check the estimate costs will be reimbursed before proceeding with your chosen courier method.
Item Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is two working days for our business customers). If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in transit.
Once we receive your products back, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs if you have declined to use our free collection service. What is a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with us before returning the Product. To ensure charges incurred for courier method are reasonable, customers must contact us first to check the estimate costs will be reimbursed before proceeding with your chosen courier method.
Items Faulty on Arrival
If your purchases are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. If you have declined to use our free collection service by means to return the Product, we will reimburse you for reasonably return carriage costs. To ensure charges incurred for courier method are reasonable, customers must contact us via this website first to check the estimate costs will be reimbursed before proceeding with your chosen courier method. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage costs.
Faulty after 30 days?
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. We will always accept your item back within the first 12 months to assess and verify any fault. If the item is faulty, we will, at our sole discretion; fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last.
The statutory rights summarised below are in addition to any manufacturer’s warranty which is offered with your Products, such warranties will vary from Product to Product. If you have an issue with the Products, you can choose whether to seek a remedy under the manufacturer’s warranty or your statutory rights.
As a consumer, you have legal rights in relation to products which are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer.