Replacement Keys Ltd - Terms and Conditions of Supply

Please read the following important terms and conditions before you order any keys from our site.

These Terms and Conditions of Supply ("Terms") set out:

In these Terms:

If you don't understand any of these Terms and want to talk to us about it, please contact us by e-mail: (e-mails will be responded to Monday to Friday: 9am to 5pm)

Please Note:

You agree that we will not be responsible for any losses (e.g. lock replacement) if a key is lost or otherwise not delivered by Royal Mail, if we have sent it for delivery by Royal Mail to the correct address as specified in the order.

Security Notice: Do not order house keys to fit doors at the address to which they are to be delivered. Instead, use a work or other address for delivery.

1 Introduction

1.1 If you buy Keys on our site you agree to be legally bound by these Terms. If you do not agree with any of these Terms, you will not be allowed to order any goods from our site.

1.2 We will process any personal data we collect about you in accordance with our Privacy Notice available on this site.

1.3 When buying any Keys you also agree to be legally bound by:

All these documents form part of these Terms as though set out in full here.

2 Information we give you

2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain important information before a legally binding contract between you and us is made. If you want to see this information, please:

2.2 This important information we give you by law forms part of our contract with you (as though it were set out in full here).

2.3 If we have to change any important information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3 Ordering Keys from us

3.1 Below, we set out how a legally binding contract between you and us is made.

3.2 You place an order on the site by proceeding through the Checkout process on our site. Please read and check your order carefully before submitting it. If you need to correct any errors you can do so before submitting it to us.

3.3 If you are under the age of 18 you may not buy any Keys from the site.

4 Right to cancel the contract - consumers only

4.1 If you are a consumer, you have the right to cancel the contract within 14 days without giving any reason.

4.2 If you have the right to cancel, the cancellation period will expire after 14 days from the day the Keys are delivered to you.

4.3 To exercise the right to cancel, you must inform us of your decision to cancel the contract by a clear statement (eg a letter sent by post, email). You can use the model cancellation form set out in the box below, but it is not obligatory.

Cancellation form (to be sent by email to or PO Box 4421, Dunstable, LU6 9HP)

To Replacement Keys Ltd:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following Keys [*]/the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),

[*] Delete as appropriate

4.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

5 Effects of cancellation

5.1 If you exercise the right you have as a consumer to cancel the contract as set out above in section 4, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

5.2 We may make a deduction from the reimbursement for loss in value of any Keys supplied, if the loss is the result of unnecessary handling by you.

5.3 We will make the reimbursement without undue delay, and not later than:

5.4 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

5.5 If you have received Keys:

6 Delivery

6.1 We will dispatch your goods promptly as set out on our Delivery Prices and Information page if you are not in the UK. You acknowledge that the use of Royal Mail is the only way we can keep delivery costs to a minimum, and therefore you agree that we are not responsible for any failures on their part with regard to delivery. This does not affect your statutory rights, or your right to a refund under section 6.4 below.

6.2 If something happens which:

6.3 Delivery of the Keys will take place when they are delivered to the address that you gave to us.

6.4 Unless you and we agree otherwise, if we cannot deliver your Keys within 30 days, we will:

6.5 You are responsible for the Keys when delivery has taken place. In other words, the risk in the Keys passes to you when you take possession of the Keys.

6.6 We may deliver your Keys in instalments, if you order more than one.

7 Payment

7.1 We accept the following forms of payment: Visa, MasterCard and American Express and PayPal.

7.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the Keys is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

7.3 Your credit card or debit card will only be charged when the Keys are ordered. If we cannot supply you with the Keys that you ordered, we will initiate a refund you as soon as possible and in any event within 7 days.

7.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.

7.5 Nothing in this clause affects your legal rights to cancel the contract during the "cooling off" period under Clauses 4 and 5.

7.6 Delivery is charged separately from the price of the Key and will be specified in the Checkout process.

8 Nature of the Keys

8.1 If you are a consumer, the Consumer Rights Act 2015 gives you certain legal rights (also known as "statutory rights"), for example, the Keys:

8.2 We must provide you with Keys that comply with your legal rights.

8.3 While we try to make sure that the colours of our Keys are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use

9 Faulty Keys

9.1 As a consumer you have legal rights under the Consumer Rights Act 2015 (also known as "statutory rights"). They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:

9.2 Nothing in these Terms affects your legal rights under the Consumer Rights Act 2015 (also known as "statutory rights"). You may also have other rights in law.

9.3 Please contact us using the contact details at the top of this page, if your Keys are faulty and you want:

10 Limit on our responsibility to you

10.1 If you are a consumer this clause 10.1 applies to you:

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for any:

10.1.2 business losses.

10.2 If you are a business the remainder of this clause 10 applies to you:

Nothing in these Conditions shall limit or exclude our liability for:

10.3 Subject to clause 10.2:

11 Disputes

11.1 We will try to resolve any disputes with you quickly and efficiently.

11.2 If you are unhappy with:

please contact us as soon as possible.

11.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know that we cannot settle the dispute with you, and you may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the "Your Europe" portal:


These terms are governed by English law and you can bring legal proceedings in respect of the Keys or the contract in the English courts. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts. As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms, including this clause 12, affects your rights as a consumer to rely on such mandatory provisions of local law.

13 Third party rights

12.1 No one other than a party to this contract has any right to enforce any term of this contract