Refund policy
Returns & Refund Policy
At Express Car Keys, we want you to be satisfied with your purchase. This policy explains how returns, cancellations and refunds work for our replacement car key parts, DIY repair kits, accessories and professional postal key repair services.
Your statutory consumer rights are not affected by this policy.
1. Change of Mind – 14-Day Cancellation Rights
If you purchase eligible goods from our website, you normally have the right to cancel your order within 14 days of receiving your items, without giving a reason.
To exercise this right, please notify us of your decision to cancel within 14 days of receiving your order. You can contact us through our Contact Us page or by email using the details in our published Contact Information policy.
You then have a further 14 days from notifying us to return the goods.
Customers are responsible for the direct cost of returning unwanted goods, unless we have agreed otherwise or the goods are faulty, incorrect or not as described. We recommend using a tracked postal service and retaining proof of postage.
We will refund the price paid for the returned goods and any applicable original standard delivery charges, in accordance with your statutory rights.
Refunds will be made without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Refunds will be made using the original payment method unless otherwise agreed.
No restocking or administration fee applies to returns made under your statutory cancellation rights.
2. Our Additional 30-Day Returns Policy
In addition to your statutory cancellation rights, Express Car Keys offers a voluntary 30-day returns period for eligible physical products.
If you no longer require an item, please contact us and return it within 30 days of receiving your order.
To qualify under this additional returns policy, the item must:
- Be unused and in a resaleable condition.
- Be complete, including all originally supplied components and accessories.
- Be returned with its original packaging where reasonably possible.
- Not have been fitted, modified, cut, soldered or damaged.
We reserve the right to decline a return under this additional voluntary policy where these conditions have not been met.
For accepted voluntary returns outside the statutory cancellation period, we will refund the price paid for the eligible returned goods. Original delivery charges and return postage are not refundable unless otherwise agreed.
This additional policy does not restrict your statutory rights concerning faulty, damaged or incorrectly described goods.
3. Replacement Key Cases, Shells and DIY Repair Kits
Our replacement key cases, shells and DIY repair kits are intended for use with compatible vehicle keys.
Please check the product photographs, key shape, button configuration, blade profile and vehicle compatibility before ordering.
Some products require specialist tools, soldering skills or professional fitting. We strongly recommend professional assistance if you are not confident carrying out the work.
Damage caused by incorrect installation, soldering, modification, excessive force or unsuitable tools is not automatically treated as a product defect.
We may inspect returned items to establish the nature and cause of any reported fault.
This does not affect your statutory rights if a product was faulty, not as described or otherwise failed to meet applicable legal requirements when supplied.
4. Personalised and Special-Order Products
Certain products made or personalised specifically to your requirements may be exempt from the normal change-of-mind cancellation right.
Examples may include a key blade cut specifically to your supplied key code or a product individually manufactured to your specifications.
Standard, uncut replacement key blades, ordinary key cases and stock products are not automatically exempt simply because they were ordered specially or obtained from a supplier.
Where a statutory cancellation exception applies, this will be explained before purchase.
Your rights concerning faulty or incorrectly described goods remain unaffected.
5. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.
We may request photographs or further information to help identify the issue.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances and when the problem arises, you may be entitled to a refund, repair, replacement or other statutory remedy.
Where goods do not meet the applicable legal requirements, we will provide the appropriate remedy and cover reasonable return costs where required by law.
A manufacturer's warranty or our own warranty does not replace or reduce your statutory consumer rights.
6. Professional Postal Key Repair Services
Our postal key repair services involve inspecting and repairing the customer's existing key rather than supplying a complete replacement programmed key.
Customers must send their complete key to us using a suitable postal service. We recommend Royal Mail Tracked 24.
Repairs are normally completed within 24 hours of receiving the key, subject to the nature of the fault, availability of components and whether repair is possible.
No Fix No Fee
Our repair services are offered on a No Fix No Fee basis, subject to the terms stated on the relevant service listing.
If we determine that a key cannot be repaired, we will explain the situation and arrange the applicable refund and return of the key in accordance with the service terms.
Cancellation of Repair Services
For eligible online service contracts, customers normally have a statutory 14-day cancellation period beginning the day after the contract is made.
If you wish us to begin the repair service during that period, we will require your express request and acknowledgement of the applicable cancellation conditions.
Where work has started at your express request and you subsequently cancel within the statutory cancellation period, a proportionate charge may apply for work already carried out, where permitted by law and where the required information has been provided.
Where a service has been fully performed during the cancellation period, the statutory right to cancel may be lost if the legal conditions for starting and completing the service have been satisfied.
Your rights where a repair service has not been carried out with reasonable care and skill remain unaffected.
7. Returning Items to Express Car Keys
Before returning an item, please contact us through our website's Contact Us page so we can identify your order and provide appropriate return instructions.
Please include your name and order number with the return wherever possible. You may be asked to provide proof of purchase, such as an order confirmation, receipt or other reasonable evidence.
We recommend packing returns securely to prevent damage during transit.
For change-of-mind returns, customers are responsible for the return postage unless otherwise agreed.
For faulty or incorrectly supplied goods, reasonable return costs will be handled in accordance with your statutory rights.
8. Refund Processing
Once a return has been received, or suitable evidence of return has been provided where applicable, we will process any refund due within the relevant statutory timeframe.
Refunds will normally be issued to the original payment method.
Your bank or payment provider may require additional time to make the refunded amount available.
9. Contact Information
If you have any questions about returns, refunds or your order, please use our Contact Us page.
You can also find our business contact details in our published Contact Information policy.
Product Return Address
Express Car Keys
Penstraze Business Centre
Penstraze
Truro
Cornwall
TR4 8PN
United Kingdom
10. Your Statutory Rights
Nothing in this Returns & Refund Policy excludes, limits or overrides your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.