Our returns policy.
We want you happy with your purchase. Here's exactly how returns work at Social Keychain — including one important window you should know about before ordering.
Important: once we program your keychain, it's yours for good
Every Social Keychain is programmed with your specific URL before we ship it. This makes it a personalized product. Under EU consumer law, personalized goods are excluded from the standard 14-day right of withdrawal once the personalization has begun.
What this means in practice: you can cancel your order for any reason, but only before we begin programming. After that, the keychain can only be returned if it arrives defective or we shipped the wrong product.
Legal basis: EU Directive 2011/83/EU on Consumer Rights, Article 16(c). By placing an order, you acknowledge that your keychain will be programmed to your specifications and expressly consent to the loss of the right of withdrawal once programming begins.
Changed your mind? Tell us fast.
We typically begin programming within a few hours of you placing the order. If you want to cancel for any reason, email support@socialkeychain.com with your order number as quickly as possible. If we haven't started programming yet, we'll cancel and refund the full amount, no questions asked.
How returns work
Get in touch first
Email support@socialkeychain.com with your order number and a brief description. For cancellations, do this within a few hours of ordering. For defective or wrong products, within 14 days of delivery.
We confirm
We reply within a few hours on weekdays with whether the return is accepted and what to do next. Don't ship anything back until you have written confirmation.
Send it back (if needed)
For accepted returns, ship the keychain back in its original packaging. We recommend a tracked method. Address shown below.
Get your refund
Once we receive and inspect the return, we issue a refund to your original payment method within 5 business days. The full order amount including VAT is refunded.
Return address
Pieter Calandlaan 686
1060 TW Amsterdam
Netherlands
Who pays return shipping?
Defective or wrong product?
If your keychain arrives defective, doesn't work as described, was damaged in transit, or we shipped the wrong item, this is on us. Email support@socialkeychain.com with your order number and a photo of the issue. We'll send a replacement and cover all return shipping costs.
EU model withdrawal form
Use this template only if you wish to formally withdraw from the contract. Fill it in, then email it to support@socialkeychain.com.
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
___________________________________________
Ordered on (*) / received on (*): _______________________________
Name of consumer(s): _______________________________
Address of consumer(s): _______________________________
Signature (only if this form is notified on paper): _______________________________
Date: _______________________________
(*) Delete as appropriate.
Note: this form does not override the personalized-goods exemption above. If your keychain has already been programmed, withdrawal is not possible except in the case of defects or wrong shipment.
Need to start a return or cancellation?
Email us with your order number and we'll get back to you within a few hours on weekdays.
support@socialkeychain.comThis page summarizes our returns policy in good faith and is not legal advice. It does not override your statutory consumer rights under Dutch and EU law. For the full contractual terms, see our Terms of Service. For questions about your specific situation, please email us — we're happy to help.