Money Back Guarantee
We want to ensure our customers are fully satisfied with their purchases, and that our products perform as well as you (and we) expect them to. In the event that you are not totally satisfied with your purchase, we offer a 30 day Money-Back Guarantee, which is over and above the Consumer Rights Act 2015 (under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days).
We offer this extended period to all customers as we stand by our products and service, and our customers happiness is our top priority.
Please read this page thoroughly to understand how we can best respond to your needs if you are unsatisfied with your purchase.
In the first instance if you have an issue with your product, please contact us in writing at Contact@theKeywing.com to let us know what is wrong and if you would like to exchange or return & refund your purchase. We will respond to your email quickly (in most circumstances less than 1 business day), and do our best to find the most suitable solution to rectify the situation.
We’re shoppers too! The need for an exchange or refund happens, and it can be for a variety of reasons. Here are the most common circumstances:
Change of Mind, or the Keywing Key Turner Proves to be Unsuitable
We understand that you may want to return an order that you feel is unsuitable i.e the Keywing key turner may not fit your keys or door, or you've just changed your mind. We are happy to offer an exchange or a refund, provided the product is returned to us unused, in it's original condition and within 30 calendar days of receipt. You need to take reasonable care when returning an order to us as you will need to both pay for and be responsible for the return. For this reason we recommend that you take out a tracked or signed for return. If you want an alternative product please email us letting us know the alternative, and we will arrange this for you.
Damaged on Arrival or Wrong Items were sent
We take the utmost care when fulfilling online orders to ensure all are delivered promptly and correctly however please accept our sincere apologies if an item has arrived damaged or wrong when you receive it. If this has occurred, please email us immediately at Contact@thekeywing.com on the day you receive the delivery. This will allow us the best opportunity to take any necessary actions against any courier who may have contributed to the situation, and also allow us to rectify the situation for you as quickly as possible.
If you have received the wrong products, please let us know via email and, we'll arrange to get the item back to us. A refund or replacement can only be sent once we have received items and confirmed any damage.
In the unlikely event of an item becoming faulty, the Consumer Rights Act 2015 applies. If you have received faulty items please accept our sincere apologies. In this case please let us know of the issue via email at Contact@thekeywing.com and we'll arrange to get the item back to us, and a new product to you as soon as possible. A refund or replacement can only be sent once we have received items and confirmed any damage.
What Needs to Happen Next?
When you write to us (Contact@thekeywing.com) to notify us of your intention to arrange a refund or exchange, please ensure to include your order number and reason and explanation for the refund or exchange. As above this may include:
- Change of mind
- Item is not suitable
- Item was received damaged
- Item is faulty
- Wrong Item was received
When posting the item to be returned to us, please ensure that the order number is included within the postage envelope, so we know when we have received your product. We thank you for your providing this information as clearly as possible as it will assist us to process the refund or exchange as efficiently as possible at our end.
Once we receive your notification & item, we promise to act on the information as quickly as possible.
Please note that you are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage when returning any product to us. Certificates are available free of charge from the post office or by using a courier service.
None of these terms or conditions affect your statutory legal rights.