Returns & Refunds

Our Commitment to You

At ANNA KEY, every handcrafted keychain is a labor of love — forged with precision, finished with care, and delivered with pride. We understand that purchasing luxury items online requires trust, and we are committed to ensuring your complete satisfaction. This Returns and Refunds Policy outlines the terms and conditions under which you may return a product, request an exchange, or receive a refund. We have designed this policy to be fair, transparent, and customer-friendly while protecting the integrity of our artisan-crafted products.

1. Return Eligibility

We accept returns under the following conditions:

Condition	Eligible?	Details
Return window	Within 7 days of delivery	The return request must be initiated within 7 calendar days from the date of delivery
Product condition	Unused and original condition	The product must be unused, unworn, and in the same condition as received
Original packaging	Must be intact	The product must be returned in its original ANNA KEY presentation box with all accessories, certificate of authenticity, and care guide
Proof of purchase	Required	Order confirmation email or invoice must be provided

2. Non-Returnable Items

The following items are considered final sale and are not eligible for returns, exchanges, or refunds:

• Personalized / Engraved Products: Any keychain that has been customized with initials, names, dates, monograms, or bespoke engravings cannot be returned as it is made specifically for you.
• Bespoke / Custom Design Orders: Products designed and crafted based on your specific design requirements or custom specifications.
• Gift Cards: Digital or physical gift cards are non-refundable and cannot be exchanged for cash.
• Sale / Clearance Items: Products purchased during clearance sales or with promotional discounts exceeding 30% off the original price.
• Products with Removed Tags: Items where the ANNA KEY authenticity tag, hologram sticker, or security seal has been removed or tampered with.

3. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Send an email to bookkey@annakey.shop with the subject line "Return Request — [Your Order ID]". Include your order number, the product you wish to return, and the reason for the return.
2. Receive Authorization: Our customer care team will review your request and respond within 24 hours with a Return Merchandise Authorization (RMA) number and return instructions.
3. Pack the Product: Carefully repack the product in its original ANNA KEY presentation box and packaging. Include the Certificate of Authenticity, care guide, and any accessories that came with the product.
4. Ship the Return: Ship the package to the address provided in the RMA email. We recommend using a trackable shipping method and insuring the package for the full product value.
5. Confirmation: Once we receive and inspect the returned product (typically within 2-3 business days of receipt), we will send you a confirmation email with the outcome of the inspection.

4. Return Shipping Costs

Return Reason	Who Pays Shipping?	Details
Manufacturing defect	ANNA KEY (Free return)	We arrange a free pickup from your address
Wrong product shipped	ANNA KEY (Free return)	We arrange a free pickup and expedited replacement
Damaged in transit	ANNA KEY (Free return)	We arrange a free pickup; photographic evidence required within 24 hours of delivery
Change of mind	Customer	Customer bears the return shipping cost (typically ₹50-₹100 depending on location)
Size/style preference	Customer	Customer bears the return shipping cost

5. Inspection & Quality Check

Upon receiving your returned product, our quality assurance team will conduct a thorough inspection within 2-3 business days. The inspection includes:

• Verification that the product is in unused, original condition with no signs of wear, scratches, or damage caused by the customer
• Confirmation that all original packaging, accessories, Certificate of Authenticity, and care guide are included
• Verification of the ANNA KEY authenticity tag and hologram sticker
• Cross-referencing with the original order details and RMA number

If the product passes inspection, your refund or exchange will be processed. If the product fails inspection (e.g., signs of use, missing packaging, tampered tags), we will notify you and return the product to you at your expense. In such cases, no refund or exchange will be issued.

6. Refund Process

6.1 Refund Timeline

Stage	Timeline	Details
Return request review	Within 24 hours	RMA number issued after review
Product inspection	2-3 business days after receipt	Quality check and verification
Refund initiated	Within 24 hours of approval	Refund processed to original payment method
Refund reflected in account	5-7 business days	Depends on your bank/payment provider
Total estimated time	7-14 business days	From return shipment to refund in account

6.2 Refund Method

• Original Payment Method: Refunds are always processed to the original payment method used at the time of purchase (credit/debit card, UPI, net banking, or wallet).
• Cash on Delivery Orders: For COD orders, refunds will be processed via bank transfer (NEFT/IMPS). You will be asked to provide your bank account details (account number, IFSC code, account holder name).
• Store Credit: As an alternative, you may opt to receive your refund as ANNA KEY store credit, which will include an additional 10% bonus credit as a goodwill gesture. Store credit is valid for 12 months from the date of issue.

6.3 Refund Amount

• The full product price (inclusive of GST) will be refunded for eligible returns.
• Original shipping charges are non-refundable unless the return is due to a defect, wrong product, or damage caused by ANNA KEY.
• Any promotional discounts, coupon codes, or loyalty points used on the original order will be adjusted proportionally in the refund amount.

7. Exchanges

We offer exchanges for products of equal or higher value, subject to stock availability. To request an exchange:

• Follow the same return initiation process described in Section 3 above, specifying that you wish to exchange rather than return.
• If the replacement product is of higher value, you will be required to pay the price difference before the exchange is shipped.
• If the replacement product is of lower value, the difference will be refunded to your original payment method.
• Exchange shipments are dispatched within 24-48 hours of receiving and approving the returned product.
• Each order is eligible for one exchange only. If you wish to return the exchanged product, it will be treated as a new return under this policy.

8. Cancellation Policy

8.1 Cancellation by Customer

• Before Dispatch: You may cancel your order at any time before it is dispatched by contacting us at bookkey@annakey.shop. A full refund will be processed within 3-5 business days.
• After Dispatch: Once an order has been dispatched, it cannot be cancelled. You may refuse delivery and the package will be returned to us (RTO). A refund will be processed minus the shipping charges.
• Personalized Orders: Personalized/engraved orders cannot be cancelled once the artisan has begun the crafting process (typically within 2-4 hours of order confirmation).

8.2 Cancellation by ANNA KEY

ANNA KEY reserves the right to cancel any order under the following circumstances:

• Suspected fraudulent activity or payment irregularities
• Product unavailability due to stock errors or supply chain disruptions
• Pricing errors on the website
• Unserviceable delivery address
• Violation of our Terms and Conditions

In all cases of cancellation by ANNA KEY, a full refund will be processed to your original payment method within 3-5 business days.

9. Defective Products & Warranty

Every ANNA KEY product is backed by our 6-month craftsmanship warranty covering manufacturing defects in materials and workmanship. This warranty covers:

• Defects in metal plating, including peeling, flaking, or discoloration under normal use conditions
• Defects in leather components, including premature cracking, delamination, or stitching failures
• Mechanical defects in key ring mechanisms, clasps, or hinges
• Engraving errors attributable to ANNA KEY (incorrect text, misspellings, or misalignment)

The warranty does not cover:

• Normal wear and tear, including natural patina development on leather and metal surfaces
• Damage caused by misuse, negligence, accidents, or improper care
• Unauthorized modifications or repairs
• Damage caused by exposure to chemicals, extreme temperatures, or water (unless the product is specifically marketed as water-resistant)

10. Dispute Resolution

If you are dissatisfied with the outcome of a return or refund request, we encourage you to reach out to us directly. Our customer care team is committed to finding a fair resolution. If the matter cannot be resolved through direct communication, the dispute resolution process outlined in our Terms and Conditions (Section 14 — Dispute Resolution) shall apply.

11. Consumer Rights

This Returns and Refunds Policy is in compliance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this policy shall limit or restrict your statutory rights as a consumer under Indian law. If any provision of this policy conflicts with applicable consumer protection laws, the statutory provisions shall prevail.

12. Policy Updates

ANNA KEY reserves the right to modify this Returns and Refunds Policy at any time. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this page indicates when the policy was last revised. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes acceptance of the updated policy. For significant changes, we will make reasonable efforts to notify you via email or a prominent notice on our website.

13. Frequently Asked Questions

Q: Can I return a personalized keychain?

No. Personalized and engraved items are made specifically for you and are considered final sale. However, if the product arrives with a manufacturing defect or an engraving error made by ANNA KEY, we will replace it free of charge.

Q: How long do I have to return a product?

You have 7 calendar days from the date of delivery to initiate a return request. Returns initiated after this window will not be accepted.

Q: When will I receive my refund?

Refunds are typically processed within 5-7 business days after the returned product passes our quality inspection. The total time from return shipment to refund in your account is approximately 7-14 business days.

Q: Can I exchange a product for a different design?

Yes, subject to stock availability. Please follow the exchange process outlined in Section 7 above. If the replacement product is of a different price, the difference will be charged or refunded accordingly.

14. Contact Us

For any return or refund related queries, please contact our customer care team:

Our customer support team is available Monday to Saturday, 10:00 AM to 7:00 PM IST. We aim to respond to all queries within 12 hours.