Delivery & Returns Policy


1.1 As part of our checkout process you will be given the opportunity to check your order and correct any errors. We will send you an order acknowledgement, detailing the products you have ordered. All orders are subject to availability and confirmation of the order price.

1.2 Dispatch times may vary from time to time in accordance to conditions out of our control. For example, bad weather conditions and other conditions created within KeyNOW and Royal Mail services. For these uncontrollable events, we cannot take responsibility.

1.3 For key repair services, KeyNOW recommends that keys are posted by customers using a tracked delivery service. KeyNOW accepts no responsibility for the loss of keys posted for repair that are not received by us.

1.4 KeyNOW uses a secure tracked delivery service for delivery to our customers.  In the event that goods dispatched by KeyNOW are lost in transit, KeyNOW will be liable for the full cost of replacement goods only.

1.5 Our acceptance of an order takes place when we commence manufacture of the order or dispatch the order, whichever is soonest. We will send you a dispatch confirmation by email. Your purchase contract with us will be made when we accept your order, regardless of whether your payment has already been processed.

1.6 We may refuse to accept an order:

  • Where goods are not available;
  • Where we cannot obtain authorisation for your payment;
  • If there has been a pricing or product description error; or
  • If you do not meet any eligibility criteria set out in our terms and conditions.

1.7 While we try our best to ensure there are no errors made on our site. If you notice any error with regards to price, please email us so we can take note of the query and ensure the error is rectified. All prices listed on the site are inclusive of VAT. Additional charges such as delivery charges will be clearly displayed and be included in your “Total Cost.”

1.8 Discount Codes, where applicable, may be given out from time to time and are only valid for use on non-sale items. Discount code specifications and terms will be disclosed at the time of giving the code. Discount codes will have expiration dates and terms attached to them. Only one discount code can be used per transaction. Discount codes cannot be used in conjunction with any other promotions or discounts.

Cancellation & Returns

2.1  If you wish to cancel your order you can notify us by email to

2.2  Where goods have already been manufactured or programmed to your individual specification, as stated in your order, then no changes can be made to that order and no refund will apply.

2.3  Where goods have not been manufactured or programmed to individual specifications and have not yet been dispatched, then a full refund will be given.

2.4  Where goods have not been manufactured or programmed to individual specifications and have already been dispatched to you, you can return those goods at any time within 14 days of receipt for a full refund or exchange.

2.5  The provisions in clauses 2.1 to 2.4 do not affect your statutory rights.

2.6  Should we not accept your order, we will notify you and issue a full refund.