Refund policy
At KeyCopy.co.uk, all keys are precision cut specifically to your order.
Because our products are custom-made and relate to home security, our returns policy differs from standard retail goods.
Please read this policy carefully before placing an order.
Made-To-Order & Personalised Products
Most products sold by KeyCopy.co.uk are cut-to-code or made-to-order keys.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised or custom-made goods are exempt from the 14-day cancellation (“change of mind”) rights.
This means:
• Keys cut to your code or specifications cannot be returned if you change your mind
• We cannot accept returns for incorrectly ordered keys
• We cannot resell or reuse returned cut keys for security reasons
Please ensure all details provided are correct before placing your order.
Your Responsibility When Ordering
Customers are responsible for providing accurate information when ordering, including:
• Key codes
• Measurements
• Key type or model
• Photos or descriptions
If incorrect information is supplied and a key is cut accordingly, we cannot offer a refund or replacement.
If you are unsure, please contact us before ordering and we will be happy to help identify the correct key.
Faulty, Incorrect, or Non-Fitting Keys
We take great care to ensure every key is cut accurately.
If your key:
• arrives damaged
• is cut incorrectly
• does not match the code or specifications provided
• is faulty due to manufacturing error
please contact us within 30 days of delivery.
We will:
• arrange a replacement, or
• provide a refund where appropriate
There will be no additional cost to you for genuine faults or errors on our part.
We may request:
• photos or videos
• your order number
• details of the issue
This helps us resolve the problem quickly.
Non-Returnable Items
The following items are non-returnable unless faulty:
• Cut-to-code keys
• Personalised or custom-cut keys
• Keys made to your measurements or specifications
• Special-order items
For security and hygiene reasons, we cannot accept returned keys that have been used or handled outside our control.
Refunds
Where a refund is approved:
• refunds are processed to the original payment method
• please allow up to 7 working days for funds to appear
• times may vary depending on your payment provider
Delivery charges are non-refundable unless the item was faulty or incorrect.
How to Contact Us
Before reporting any issue, please contact us with your order number:
Email: sales@keycopy.co.uk
We aim to resolve any problems quickly and fairly.
Legal Information
KeyCopy.co.uk is a trading name of Rock Bottom Northampton Ltd
Company number: 15012815
VAT number: GB454845172
Registered office:
Artisans' House, 7 Queensbridge,
Northampton, NN4 7BF, United Kingdom