Refund policy
HookYourKeys Refund Policy
Last updated: October 23, 2026
We want you to love your order. If something isn’t right, we’re here to help. This policy explains your options for faulty, damaged, incorrect or undelivered items, and for cancellations.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits these rights or any other rights you have under consumer protection laws.
Faulty, damaged or incorrect items
Please check your order when it arrives. If your item is faulty or damaged, is significantly different from its description, or isn’t what you ordered, contact us at support@hookyourkeys.com with:
- your order number
- a short description of the problem
- clear photos of the item, the packaging and the shipping label
We’ll review your request and get back to you within 2 business days. If the problem is confirmed, we will offer a refund, replacement or repair as required under the Australian Consumer Law. If the problem is a major failure, you can choose between a refund and a replacement.
In most cases, you won’t need to send the item back. If we do need it returned, we’ll give you return instructions and cover the reasonable cost of return shipping.
We ask that you contact us within 14 days of delivery if possible, so we can resolve the issue quickly with our supplier. This doesn’t affect your rights under the Australian Consumer Law if a problem appears later.
Orders that don’t arrive
Our products ship directly from our suppliers, and delivery times shown at checkout are estimates. If your order hasn’t arrived within a reasonable time of the estimated delivery date, or tracking shows it as lost, please contact us. We’ll investigate with the carrier and, if the order can’t be located, send you a replacement or a full refund.
Please make sure your shipping address is correct when you order. If an order can’t be delivered because the address provided was incorrect or incomplete, we’ll do our best to help, but we may not be able to offer a free replacement or refund.
Change of mind
We don’t offer refunds or exchanges for change of mind, for example if you no longer want the item or ordered the wrong option. Please review your order carefully before purchasing. This does not affect your rights for faulty, damaged, incorrect or undelivered items. If you live in the EU or UK, please see the section below.
Customers in the European Union and United Kingdom
If you live in the EU or UK, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email us at support@hookyourkeys.com with your order number and a clear statement that you wish to cancel. We will then send you return instructions. You must return the item within 14 days of telling us you are cancelling, and you are responsible for the cost of return shipping. We will refund the item price and the standard delivery cost within 14 days of receiving the item back, or proof that you’ve sent it, whichever is earlier. We may reduce your refund if the item has been handled more than necessary to check its nature and how it works.
Cancellations
You can cancel your order for a full refund if it hasn’t yet been sent to our supplier for processing. Orders are usually processed quickly, so please email us as soon as possible with your order number. Once an order has been processed or shipped, we can’t cancel it, but your rights under this policy and the Australian Consumer Law still apply.
Returning an item
Please don’t send any item back without contacting us first. Returns sent without our approval and instructions may not be able to be processed. If a return is needed, we’ll email you the return address and instructions.
Refunds
Approved refunds are processed within 5 business days to your original payment method. Your bank or payment provider may take a few extra business days to show the refund in your account. If you haven’t received your refund within 10 business days of approval, please contact us.
Contact
To report a problem, request a cancellation, or ask about a refund, contact us:
Email: support@hookyourkeys.com
Business name: HookYourKeys
Location: Ryde, NSW, Australia