Refund policy
Design Your Own: Due to the bespoke nature of these products, we only accept returns in the event of defective products. We will not refund a custom order for any other reason. Even if the order is not complete, there's high chance the manufacture of your cable will have started, and Kool Keys will have allocated funds and materials to complete your cable.
Premium and Pro-Themed: If the product is unopened and returned in as new condition, a refund will be issued under the 14 days cooling off period. Returns will not be issued after this time has expired unless the product is faulty. Once a product is opened and used, it can no longer be returned unless it is faulty.
To start a return, you can contact by using the contact us form on this website in the first instance.
In the event of your cable being defective, we will not require you to return it to us, but we will insist upon you providing video evidence of your cable being destroyed. If you do not wish to do this, then you will need to return the faulty cable to us. We cannot cover the costs of shipping however, but we will ship the replacement cable free of charge. If your cable was returned in error, and is found to be working normally, we will charge return postage at the usual rates for your territory.
You can always contact us for any return question at info@koolkeys.net
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Made to order products cannot be returned unless the item is found to be faulty or damaged upon receipt. (see above)
All sales are final.
Exchanges
No exchanges are possible, please ensure your order is correct. If you have doubts or anything seems unclear in the ordering process, please contact us and we will be happy to discuss it with you to ensure you are ordering the correct product.
European Union/UK 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union or UK, you have the right to cancel or return your order within 14 days, for any reason and without a justification so long as the following are met:
- As above, your item must be in the same condition that you received it, including in the original packaging, or suitable packaging to ensure the item returns to us in as new condition.
- Upon us receiving the item, and it is deemed to be unused, and in perfect condition, we will refund the purchase amount, minus original shipping fee.
- If the item shows evidence of use or damage, we will not be able to offer a refund, and will return it to you using the most economical method available.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kool-keys@outlook.com.