This policy explains returns for UK consumer purchases of physical goods. Your statutory rights are unaffected by our additional voluntary offer.
Cancel an online order
For eligible online consumer goods, notify us within 14 days after delivery if you wish to cancel, then return the goods within the following 14 days. You do not need to give a reason. Emailing your cancellation is sufficient; an RMA helps us organise the return but is not a condition of a valid cancellation right.
Return address:
Global Keys Direct Ltd
Self Storage House
3A Claps Gate Lane
London
E6 6JF
United Kingdom
Include your order reference. For a statutory cancellation, we refund the goods and basic outbound delivery cost; a premium-delivery supplement need not be refunded. We may withhold reimbursement until we receive the goods or evidence of return, whichever is earlier. We refund within 14 days of that point using the original payment method, unless you expressly agree otherwise. A deduction may apply for handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. You pay direct change-of-mind return costs; this does not apply where we are responsible for faulty or incorrect goods.
Our additional 28-day offer
You may return eligible new, unused goods within 28 days after receipt. For this additional voluntary offer, return the item in its original packaging with its accessories and proof of purchase. We refund the item price using your original payment method. Original delivery charges are not refunded under this extra offer, except where statutory rights require it. These extra conditions do not restrict statutory cancellation or faulty-goods rights. A special-order label alone does not remove cancellation rights. Exceptions for genuinely made-to-specification or clearly personalised goods apply only where legally applicable; faulty or misdescribed goods remain protected.
Faulty, damaged or incorrect goods
Email info@global-keys.co.uk with your order reference and details of the problem. We will arrange the appropriate refund, repair or replacement under your consumer rights and cover return costs where we are responsible. Damage caused by incorrect programming is assessed separately from a fault present when supplied; this does not remove rights concerning faulty or misdescribed goods.
How to pack your return
Pack the item securely and include accessories and your order reference. We recommend a tracked service and keeping proof of posting. Contact us for help before sending faulty or incorrect goods so we can arrange the return.
Refund help and contact
If a refund has not appeared, check with your payment provider, then contact info@global-keys.co.uk or +44 20 3393 3957. Bank processing time does not change the deadline for us to issue a refund.
Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. Parcel returns go to the Claps Gate Lane address above.
Read our Terms and Conditions for ordering, payment and delivery information.