Returns & Refunds Policy
We understand that sometimes things don’t go as planned—and we’re here to help. Below is our full returns and refunds policy to ensure a smooth experience when shopping with us.
1. Cancelling an Order
If you wish to cancel your order, please contact us as soon as possible by email at support@hivekeys.com. If your order has not yet been dispatched or customised, we’ll process a full refund with no questions asked.
2. Custom or Programmed Orders
Some items, such as keys that have been cut, programmed, or manufactured to your specific vehicle, cannot be changed, cancelled, or refunded once production has begun. These are considered personalised goods and are exempt from standard returns.
3. Standard Returns
If your item has not been cut, programmed, or customised and has already been dispatched, you are welcome to return it within 14 days of receiving it.
To qualify for a return:
- The item must be unused and in its original condition
- It must be returned in the original packaging
- You must contact us before returning any item
Once we receive and inspect the return, we will issue a full refund to your original payment method within 3–5 working days.
4. Return Costs
Unless the item was sent in error or is confirmed faulty, the cost of return postage is the responsibility of the customer. We recommend using a tracked service to ensure the item arrives safely.
5. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with your order number and photos of the issue. We will resolve it quickly by offering a replacement or refund, and cover any return postage costs where necessary.
6. Order Rejection
If, for any reason, we are unable to fulfil your order (e.g. out of stock or an issue with compatibility), we will inform you promptly and issue a full refund immediately.
7. Statutory Rights
This policy does not affect your statutory rights under UK consumer protection laws.
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