Refunds & Returns

Every shell is made to order for one specific key, so this is not a catalogue item that can go back on a shelf. That said, we would rather refund someone than keep money from a person who is unhappy.

Before we start building

Cancel any time, in full. If we have not started cutting your shell, email us and we will refund the whole order. Once it is on the bench, see below.

Once it is on the bench

Your shell is cut and painted for one specific key before we ever ask you to post it, so by the time the label reaches you the work is done. Cancel after that and we will refund whatever has not already gone into the build — and if your key is already here, it comes straight back to you untouched, on us.

If it does not fit, or arrives wrong

This is covered by the guarantee in our terms, and it is the part we take most seriously. If the shell does not take your electronics, or something is not right when you open the box, tell us and choose:

• we repair it,
• we replace it, or
• we refund you in full.

In any of those cases we pay the postage both ways. You should not be out of pocket for our mistake.

Damage in transit

Both journeys are on our labels and both are insured — the one that brings your key here and the one that takes your fob home. If a parcel goes missing on either leg, that is ours to sort out, not yours. Use the label we email you rather than your own postage, because it is the label that carries the cover.

Accidental damage

Drops, keyring wear and everyday accidents are not covered. If you break one, get in touch anyway — a repair is usually possible and is normally cheaper than a replacement.

How to ask

Email hello@keylab.vip from the address you ordered with, or reply to your receipt. Tell us what happened and a photograph helps.

Refunds go back to the card or account you paid with. Stripe usually takes five to ten business days to show it on your statement, which is their timing rather than ours.

Getting in touch

Questions about any of this go to hello@keylab.vip, or through the contact form.