Return Policy & Warranty | KeySmart

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Return Policy & Warranty

CANCELLING AN ORDER AFTER ORDERING

Orders are usually shipped in 24 hours or less, so you need to contact us immediately after placing your order so we can cancel it, then a full refund or store credit will be issued ASAP for you in the same payment method that you used to place your order. We cannot make any order come back to us after the shipment.

In order to have a refund or store credit for an order that is already shipped, you must refuse the package upon delivery or follow the "CHANGE OF MIND" procedure below. Please note that for the non-free shipment cases, the shipping fees can’t be refunded after the shipment

RETURN POLICY

We hope you love all the items you purchase on www.getkeysmart.com, but if you do not, we understand.

You can return any items received through www.getkeysmart.com, but we have three stipulations:

Returns must be made within 30 days of customer receipt. After 30 days, we cannot offer you a refund, store credit or exchange.
Items must be undamaged in order to be eligible for return or exchange.
We don't issue refunds or store credits for items that were sent back to us unannounced.

To return your product, send the product back to us at 860 Bonnie Lane, ElkGrove Village, IL 60007, and email us the due tracking number at Orders@MyKeySmart.com, Customers must pay additional shipping and handling charges. We’ll issue your refund, store credit, or ship you the desired product as soon as the package gets back to us.

KeySmart MAX and Pro Restocking Fee

If you return your KeySmart Max and Pro after linking it to your phone, we will have to charge you a 15% restocking fee. We apologize for this fee, but after you sync the unit to your phone we are unable to resell it as it is impossible to unlink an already synced unit.

Mystery Pouch Sale Not Eligible For Returns

Because of the nature of the mystery pouch, returns will not be accepted.

WARRANTY

All new KeySmarts purchased at www.GetKeySmart.com come with a 2-year warranty.

If your KeySmart breaks under normal wear and tear within 2 years of purchase, we will replace it for you.

To claim your warranty please email Orders@MyKeySmart.com with:

Your Order Number or e-mail address (If you can't find it that is OK... we should be able to locate it in our system)
Pictures of Your Broken KeySmart
A Brief Description of How Your KeySmart Broke (This information helps us to keep improving the design of the KeySmart)

CUSTOMS FEES

Unfortunately, customs fees are subject to the buyer; we will not be able to assist with customs fees. Please check with your customs department prior to purchasing for additional information.

STORE CREDITS

A Store Credit is a digital balance issued by Keysmart that can be used toward eligible purchases at getkeysmart.com. It is non-transferable and tied to your customers’ email.

Store credits expire 12 months from the date of issue. Unused credit will not be reissued after expiration.
Cannot be redeemed for cash or gift cards.
Cannot be used to pay return shipping fees.
Cannot be transferred to another person or account. The store credit is tied to the email used to make the purchase. If the order has no email attached to it, then the store credit will be issued to the email that contacted support.
Limited to 1 (one) use per customer.
Nominimum purchase is required to use it. The code can only be used in 1 purchase. If the total of the store credit is not redeemed on the purchase, the remaining amount cannot be used in the future.
Cannot be used with other promo codes.
Store credits are always issued in US dollars.
Can only be used in eligible purchases at getkeysmart.com

Returns Using Store Credit

Items purchased using Store Credit follow a separate set of return guidelines. Please review the policies below to understand how returns and further credits are handled:

(i) Refunds for Returns Made Using Store Credit

If you return an item that was originally purchased with Store Credit, the refunded amount will be reissued as Store Credit only. No cash or original payment method refunds will be provided in these cases. Only applies 30 days after delivery.

(ii) Finality of Store Credit Selection

By choosing Store Credit instead of a refund at the time of return or cancellation, you agree that this decision is final. Once Store Credit is issued, the original purchase amount cannot be refunded to your original payment method at a later time under any circumstances.

(iii) Eligibility for Return or Replacement

Items purchased using Store Credit are not eligible for a monetary refund. However, they may qualify for a replacement or exchange if the item is defective, damaged, or falls within the terms of our Warranty or Replacement Policy.

In rare cases, we may allow a one-time exception where Store Credit can be reissued for another return, but this is subject to approval and limited to a single occurrence per customer.

Right to Modify

We may update these Terms at any time. Continued use of Store Credit means you accept the updated terms.

REFUNDS

After your return is approved, a refund will be applied to your credit card or original method of payment within a week.

Late or Missing Refunds

Please contact your bank and then the credit card company if your refund has not been posted after a week. It may take some time before your refund is officially posted.

If they can't help you, please contact us at Orders@MyKeySmart.com.

Sale Items

If approved, sale items will be refunded at the sale price.

Exchanges

We accept exchanges of undamaged items within 30 days of the customer's receipt. Customers must pay additional shipping and handling charges. Please send us an email at Orders@MyKeySmart.com, and we will provide you with a return address.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

ITEM LOST OR NEVER ARRIVED

We send you a tracking number at the stage of dispatch to the email address you registered when ordering. Our delivery methods can take up to 25 working days; however, in peak times such as Christmas and during lockdowns, this can extend by some more days.

If the item has not arrived after 25 working days or your tracking says it is lost please contact the courier with your tracking number, once you have done this please contact us by any of our channels at the "contact us" section and we will liaise with the courier to see if it is lost and will send a replacement as soon as we identify if there was any issue with the carrier. You can, at this point, also request that the item be refunded or that a store credit be issued.

QUESTIONS

If you have any questions concerning our return policy, please contact us at any of our channels found at the "contact us" section of this website.