Refund policy

Returns Policy

At Key Library, we want every customer to be completely satisfied with their purchase. However, we understand that sometimes a return may be necessary. Please review the policy below before proceeding.

Standard Returns
If you wish to return an item, please contact us at info@keylibrary.co.uk within 28 days of receiving your order to start the return process. Items must be unused, in their original packaging, and in resalable condition.

Once your return is received and inspected, we will process a refund or exchange as appropriate.

Please note:

  • Return postage costs are the responsibility of the customer. Customers must ensure the item is securely packaged and delivered safely to us. We strongly recommend using a tracked or secure delivery method as we cannot accept liability for items lost in transit.
  • A 10% restocking fee per product returned will be applied, calculated based on the original price of the product (Including VAT). This fee covers the original postage costs, sales fees, handling, inspecting, and restocking the returned item.
  • Refunds will be issued within 7 days of receiving the returned item.

Non-Returnable Items
For safety, security, and product integrity reasons, certain items cannot be returned under any circumstances unless faulty. These include:

  • Lock picks or tools designed for keyway manipulation
  • Special order items or products sourced specifically to your request or by VIN number
  • Cut or modified keys and blades
  • Software, activation codes, or any digital products once delivered or accessed
  • Key & Immobiliser codes

Faulty or Damaged Goods
If you receive a faulty or damaged product, please notify us within 28 days of receipt. We may request photos or diagnostic information to help assess the issue. If the item is confirmed as faulty, we will arrange a replacement or full refund at no cost to you.

How to Return a Faulty Product

Email info@keylibrary.co.uk with:

  • Your order number
  • Reason for return
  • Vehicle registration number (if applicable)

Please ensure all requested information is provided to avoid unnecessary delays.

Returns After 28 Days
While our standard return period is 28 days, we may accept returns beyond this timeframe in certain circumstances. Please contact us to discuss your situation — our team will do our best to assist.