Refund policy

General Guidelines

We offer a two-week return policy, meaning customers have 14 days after receiving an undamaged or unused item to request a return/refund.

Photo and/or video proof is required in disputes that involve damaged items or incorrect items.

To start a return request, you can contact us at keychainconnects@gmail.com, or click the "Chat with us" button on our website to begin the return & refund process.


Damaged Items
We will provide a full refund if the product has arrived severely damaged. The severity of the damage will be determined when photo and/or video proof has been submitted.

Please note that customers must open a dispute within 3 days (72 hours) of receiving the package. Delayed disputes will not qualify for a refund.

If approved for a refund, all affected items must be sent to 836 College Parkway, Rockville, MD 20850. Refunds will be issued once items have been delivered. More details will be provided to the customer if the request has been approved.


 

Order not Received

If a customer has not received their order 60 days after it has been shipped, they will qualify for a refund IF:

-The tracking information DOES NOT show the order is delivered
OR
-The item has been lost and tracking information has not been updated

Please note that customers will not be eligible for a refund if the shipping address provided is incorrect or insufficient, if the delivery location is unsafe, if customer refuses delivery before opening package, or if the package has not been picked up in time (14 days after delivery).


Incorrect or Missing Items

Customers will receive a full refund if there is an incorrect or missing item in their order.

Proof of purchase (receipt and order confirmation email) is required with customer name, date, and email content included. Photo and/or video proof of any incorrect items is required.

 

Order Cancellation

Customers may cancel their order before it has been fulfilled, and a refund will be issued.

Requests to cancel any fulfilled orders will be denied and will not qualify for refund/return. Track the progress of your order by clicking "Track Package" on our website, or clicking the link provided in the order confirmation email.

 


We are not responsible for any damages or shipping delays due to force majeure. The customer will be contacted immediately if there are any problems with shipping.

We will not accept any refund requests if:

-the customer does not like their item

-the customer ordered the wrong item

-the shipping address provided was incorrect