Returns Policy
At Keys Homecare, we understand that sometimes you may need to return or exchange products. We would suggest that you hold onto any proof of purchase i.e., receipt, sales invoice, email etc and we will do our best to ensure you get a full refund (excluding initial shipping costs) or credit where applicable.
Unwanted goods
It is understandable that sometimes you may change your mind or may no longer want a product you have ordered, if this is the case, provided there is no damage and packaging is intact you may return your items to us for a full refund or exchange. The return of goods must be made at the buyers own cost and care must be taken to ensure that the products will not be damaged in transit. If you would like to return a product, please contact us beforehand with a phone call and written confirmation of your intention to return sent to info@keyshomecare.co.uk. Any returns must be made within 14 days of proof of purchase, and we will notify you when we receive the good and start the refund process. If you receive a gift or item with the product you intend to return, please ensure you send the free item back with it. Goods received should be unused, undamaged, unopened and in a fit condition for resale. All refunds will be processed as soon as possible after request and the items are received by us within 30 days of refund request and sale cancellation.
A returns form is attached below, this must be filled out and sent to info@keyshomecare.co.uk before we can further assist your request.
Damaged goods
If you receive damaged goods from us, please contact us on: 028 9266 4637 to raise the issue and if you could also send us an email with attached pictures of any damage to info@keyshomecare.co.uk. If the damaged goods received have been delivered by one of our delivery drivers (Keys Homecare, not Royal Mail or courier) then we will pick the goods up for you. If the items were sent by another party, then we will require you to send the items back via Royal Mail using this damaged good returns form which will include a pre-paid returns label. If your goods where damaged in transit by a 3rd party, please raise this issue within 48 hours of receiving the goods to allow us to put a claim in with the courier.
Faulty goods
If you receive a good from us that is faulty or develops a fault soon after purchase, please notify us within 30 days and return the item using the returns form. You can call us on 028 9266 4627 to discuss the issue and we will subsequently ask you to send us an email with information and attached photos (where possible) to support your claim of fault.
Wrong items received
If you happen to receive the wrong item, please contact us straight so we can resolve the issue for you. The quickest way to do this would be to contact the store on 028 9266 4637 or alternatively to can send an email to info@keyshomecare.co.uk
Distance Selling Regulations
Distance selling regulations depict that you have 14 days ‘cooling off’ period in order to cancel your order. You have the right to cancel your order for any item purchased on our website for a full refund with the exemption of any good that have been made to specification.
If you want you cancel your order please send us an email within 14 days of placing the order and ensure all items are returned in original packaging and in a fit condition for resale.
Please contact us for any further information on: 028 9266 4637 or send us an email to info@keyshomecare.co.uk
Prices shown on our website are inclusive of VAT unless otherwise stated.
All orders placed on www.keyshomecare.co.uk are subject to our Terms & Conditions.
