Returns & refunds

This page explains how to cancel an eligible online order, return goods, report a fault and receive a refund. Your statutory consumer rights always apply.

1. Your cancellation rights

For an eligible online purchase, you can normally cancel within 14 days after the day you, or someone you nominate, receives the goods. You then have a further 14 days to send them back. You do not usually need to give a reason. EU customers may have equivalent withdrawal rights under the law of the applicable country.

Some exceptions apply, including personalised goods, goods that deteriorate quickly, and sealed audio, video or computer software once unsealed.

2. How to cancel or start a return

Email support@mintkey.co.uk with your order number and state clearly that you want to cancel or return the order. We will provide return instructions and a return address once the request has been reviewed.

Do not send goods to the registered office unless we specifically instruct you to do so. Keep proof of postage until the return is resolved. Items should be handled only as much as needed to inspect their nature, characteristics and functioning. We may reduce a refund for handling that goes beyond this, where the law permits.

3. Return postage

For a change-of-mind return, return postage is normally paid by the customer unless the law says otherwise or we have agreed a different arrangement. We will pay reasonable return costs where goods are faulty, damaged, misdescribed, or where the law requires us to do so. Contact us before returning a defective item so we can provide the correct method.

4. Faulty, damaged or misdescribed goods

Tell us as soon as practical if an item arrives damaged, is faulty or does not match its description. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund. We will not remove or reduce those statutory protections through this policy.

For products sold to customers in the EU, legal guarantees may provide at least two years of protection for goods that are faulty or not as advertised, subject to the applicable national rules.

5. Refunds

Approved refunds are made to the original payment method. For a statutory cancellation, we will normally refund the price and the least expensive standard delivery charge, subject to applicable law. We may wait until the goods are returned or you provide evidence that they have been sent. We aim to process refunds promptly and in line with statutory deadlines.

Any voluntary Mintkey policy is additional to statutory rights and is applied only where it is lawful and clearly communicated before purchase.

6. Model cancellation wording

7. Contact

For help, contact support@mintkey.co.uk. Include your order number, the item concerned and whether you are cancelling under statutory rights or asking us to investigate a fault.

Last updated: 17 September 2026 · Version 0.2