Shipping, Refund and Returns Policy

Overview

At HeKeyTech, we want you to be completely satisfied with your purchase. This policy outlines our procedures for shipping returns, exchanges, and refunds.

Shipping

We deliver products using standard postal services and trusted courier networks. Estimated delivery times are 3-10 business days depending on the destination. The applicable shipping costs will be calculated and displayed at checkout before you confirm your payment.

Return Period

  • Standard items: 14 days from delivery date
  • Custom/personalized items: No returns accepted, for defective items, check Defective or Incorrect Items -section.

Eligibility Requirements

To be eligible for a return, items must:

  • Be in original, unused condition
  • Include all original packaging, tags, and accessories
  • Be accompanied by proof of purchase (order confirmation or receipt)
  • Not be damaged by normal wear, misuse, or accidents

Non-Returnable Items

The following items cannot be returned:

  • Personalized or custom-made products
  • Perishable goods
  • Intimate or sanitary goods
  • Gift cards
  • Digital downloads
  • Items damaged by misuse

Return Process

How to Initiate a Return

  1. Contact us within the return period via:
  2. Provide required information:
    • Order number
    • Item(s) to be returned
    • Reason for return (Optional, to improve our services.)
  3. Receive return confirmation:
    • We’ll email you confirmation of your return request
    • We’ll provide return shipping instructions
    • Return authorization number may be provided if applicable

Shipping Returns

  • Return shipping costs: Customer responsibility unless item is defective
  • Recommended shipping: Use trackable shipping method
  • Return address: Will be provided with return confirmation
  • Include reference: Use order number or return authorization number (if applicable) in your return package
  • Package securely: We’re not responsible for items lost or damaged in return transit

Refund Process

Processing Time

  • Inspection period: 2-3 business days after we receive your return
  • Refund processing: 5-10 business days after approval
  • Credit card refunds: May take additional 1-2 billing cycles to appear

Refund Method

  • Original payment method will be credited
  • Gift card purchases refunded as store credit
  • Cash payments refunded by bank transfer or other method separately negotiated (allow 2-3 weeks for processing)

Refund Amount

  • Full refund: Full purchase price for non-defective returns
  • Original shipping costs: Refunded (based on standard shipping rate).
  • Return shipping: Customer pays for non-defective returns; we cover costs for defective items.

Exchanges

Available Exchanges

  • Size exchanges (subject to availability)
  • Color exchanges (subject to availability)
  • Defective item replacements

Exchange Process

  1. Follow return process above
  2. Specify desired exchange item
  3. Pay any price difference if applicable
  4. New shipping charges may apply

Defective or Incorrect Items

Our Responsibility

If you receive a defective or incorrect item, we will:

  • Send a replacement item directly (no return required for defective items)
  • Process full refund if replacement unavailable
  • Cover all associated shipping costs
  • Provide prepaid return label only if return is specifically requested

Reporting Timeframe

  • Report defective/incorrect items within 7 days of delivery
  • Include photos of defective items when contacting us

International Returns

Shipping

  • Customer responsible for return shipping costs and customs fees
  • Use trackable international shipping method
  • Items must clear customs inspection

Processing

  • Additional processing time may apply
  • Refunds subject to currency exchange rates at time of processing
  • Customer responsible for any bank transfer fees

Digital Products

Policy

  • Digital downloads are final sale
  • No refunds after download access is provided
  • Technical support available for download issues

Damaged Packages

Upon Delivery

  • Inspect packages immediately upon delivery
  • Note any damage on delivery receipt
  • Contact us within 24 hours for damaged packages
  • Take photos of damaged packaging and contents

Store Credit

When Applicable

  • Past return period but within 45 days
  • Items in sellable condition
  • Gift card purchases
  • Some sale items

Terms

  • Store credit valid for 12 months
  • Non-transferable
  • Can be used for future purchases only

Contact Information

For questions about returns or to initiate a return:

Email: info@hekeytech.com
Address: Metsänkuninkaantie 3 90250 Oulu

Policy Updates

We reserve the right to update this returns policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our website constitutes acceptance of any changes.

Legal Compliance

This policy complies with applicable consumer protection laws. In case of conflict between this policy and local laws, local laws will prevail.

Last Updated: 23.4.2026