Read CoolKeychain’s policy for personalized returns, damaged or incorrect items, cancellations, refunds and the 30-day remake promise.
Contact window
Contact us within 30 days of delivery if something is wrong. Include the order number and clear photographs so we can compare the finished piece with the order details.
Incorrect or damaged items
If we confirm that an item arrived damaged, defective or different from the submitted order details, we will offer an appropriate remake, replacement or refund.
Personalized items
A correctly made personalized item normally cannot be returned simply because the customer changed their mind. Any exception must be agreed before the item is sent back.
Cancellations
Ask to cancel as soon as possible. Once engraving or custom production has begun, cancellation may no longer be available.
Return shipping
Do not send an item without contacting us first. We provide the correct return instructions and confirm who is responsible for postage based on the reason for return.
Refund timing
Approved refunds are sent to the original payment method. Banks and payment providers can require additional business days to post the credit.