Refund policy
Return and Refund Policy (Applicable to Customized Products)
I. Scope of Application
This policy applies to customized acrylic keychains, badges and other personalized products sold through www.pikakey.com. For standard product policies, please refer to separate instructions.
II. Basic Principles of Return and Exchange
â‘ No return or exchange for non-quality issues
Due to the exclusive attributes of customized products, unconditional returns and exchanges are not accepted in principle. Please carefully check the design draft and order information before placing an order.
â‘¡Quality responsibility guarantee
We assume full responsibility for the following problems caused by us: • The printed/engraved content does not match the confirmed draft • The product has process defects such as breakage and discoloration • The quantity shortage exceeds 3% of the order quantity • The material does not meet the agreed specifications
III. Problem handling plan
Major quality problems require:
3 clear photos of the defective parts at different angles • Order number and problem description • Proof of destruction (such as video/photo of cutting the keychain)
We will: confirm the responsibility within 48 hours/remake and ship for free (including international shipping)/give 5% of the order amount as apology points
Minor defect handling:
Accept: minor scratches on the surface (≤3 places and length <2mm) • Color difference deviation value ΔE <3
Solution:
â‘ Enjoy 15%-30% discount on the next order (depending on the degree of defect)
â‘¡ Partial refund for the current order (up to 20%)
Must be reported within 72 hours after receipt
IV. Special terms
1. International order instructions • Return shipping fee is prepaid by the customer and refunded after responsibility is confirmed • Secondary costs such as import tariffs/VAT are not borne. • It is recommended to choose a logistics channel with insurance. 2. Disclaimer
We will not be responsible for the following situations: • The customer provides incorrect design documents • Damage caused by transportation (please refuse on the spot) • After-sales declaration exceeds 14 natural days • Damage caused by abnormal use
V.Operation process
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@pikakey.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@pikakey.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@pikakey.com.
1. Contact customer service: ◦ Online form: www.pikakey.com/ Service email: langjia2021@126.com (reply ≤48 hours)
2. Provide materials: order number + problem description + supporting documents
3. Solution confirmation (written confirmation by email)
4. Execution processing (quality problem parts are remade within 3-7 working days)
VI. Refund instructions
• Only the original payment path is accepted for refund • The currency conversion difference is borne by the third-party payment platform • Processing cycle: 3-5 working days after confirmation
VII. Policy Update
This policy will take effect on June 1, 2025. We reserve the right to adjust the terms according to business development. Major changes will be announced 30 days in advance. Tips: It is recommended to use our preview tool to confirm the design effect before purchase. Free samples can be applied for bulk orders (shipping fee required).