Returns & Refunds
We want you to love your ukulele accessories and gifts. Because many of our products are individually crafted using laser-engraving and 3D-printing technologies, our return processes vary depending on the type of item you purchased.
1. Standard (Non-Personalised) Items
If you change your mind about a standard, stock item, you have 14 days from the date of delivery to notify us that you wish to return it.
· To be eligible, items must be unused, undamaged, and in their original packaging.
· You have a further 14 days from notifying us to safely mail the item back.
· Return Shipping: The customer is responsible for the cost of returning non-faulty items. We highly recommend using a tracked shipping service.
2. Custom and Personalised Commission Items
Under UK consumer law, items that are custom-made, uniquely laser-engraved to your specifications, or specifically personalized are exempt from standard change-of-mind returns. We cannot offer cancellations, refunds, or exchanges on bespoke items if you simply change your mind.
3. Faulty or Damaged Items
If your item arrives damaged in transit, contains a printing defect, or is not as described, please don't worry. The UK Consumer Rights Act 2015 entitles you to a full refund, repair, or replacement.
· Please contact us within 30 days of delivery to report the issue.
· Include your order number and a clear photograph showing the fault or damage.
· If an item is verified as faulty, we will cover all return shipping costs or arrange a replacement free of charge.
How to Start a Return
Please do not mail items back without contacting us first. To initiate a return, please reply directly to your order confirmation email, or email us at support@ukekey.co.uk and send us a message containing your name, order number, and the reason for your return.