Refunds policy

Every ATKeys keyguard is custom-made to the design you upload, so each one is unique to a single order. This policy explains when we will replace or refund an item. It does not affect your statutory rights as a consumer.

Made-to-order items

Because your keyguard is bespoke and made to your specification, the standard 14-day cancellation right for distance sales does not apply once we have started making it. This is the exemption for goods made to a consumer's specification under the Consumer Contracts Regulations 2013. We cannot accept returns or give refunds simply because you have changed your mind.

If you spot a mistake in your order and we have not started fabrication yet, email us as soon as possible at hello@atkeys.com and we will do our best to correct or cancel it before production begins.

Faulty or incorrect items

If your keyguard arrives damaged, defective, or not as described, we will put it right. In most cases we will re-fabricate the item and send you a replacement at no charge. Where the law requires it, or where a replacement is not possible, we will issue a refund instead.

If we made an error (for example the holes do not match the design you approved), the fix is on us, including return postage where a return is needed.

How to make a claim

Email hello@atkeys.com within 30 days of delivery with:

• your order number,
• a short description of the problem, and
• one or two photos showing the fault.

We will reply within a few working days and tell you the next step. You do not need to return a faulty item before we assess it, though we may ask you to send it back so we can improve future production.

Your statutory rights

Nothing in this policy reduces your legal rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you may have the right to a repair, replacement, or refund, including the short-term right to reject faulty goods within 30 days.

Refund method and timing

Approved refunds are made to the original payment method through our payment provider, Stripe. Once we process a refund it usually takes 5 to 10 working days to appear, depending on your bank or card issuer.

Contact

ATKeys is a brand of Fermium Ltd, 71-75 Shelton Street, London, WC2H 9JQ. For anything to do with refunds or replacements, email hello@atkeys.com.