Refund policy

Last Updated: July 24, 2026

At TheKeyCharm.store, we believe that every small accessory should bring ease, charm, and quiet enjoyment to everyday life. Our approach is inspired by the simplicity and balance of Japanese Soft Minimal design: thoughtful products, clear communication, and a calm, respectful customer experience.

We want you to feel confident when shopping with us. This Return & Refund Policy explains when products may be returned, how to request a return, when refunds are issued, and what responsibilities apply to both the customer and TheKeyCharm.store.

By placing an order through our website, you acknowledge that you have read and agreed to this policy. Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.

1. Contact Information

TheKeyCharm.store is operated from the following business address:

TheKeyCharm.store
1209 Ave Van Horne
Outremont, Quebec H2V 3S5
Canada

Email: support@TheKeyCharm.store
Phone: (416) 742-2222

For the fastest assistance, please contact us by email and include your order number in your message.

2. Return Period

You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

To qualify for a return, your request must be submitted before the 30-day return period expires. Requests submitted after this period may be declined unless required otherwise by applicable law.

The return period begins on the recorded delivery date, not the date the order was placed or shipped.

If an order contains multiple packages delivered on different dates, the return period for each item begins on the date that specific item is delivered.

3. Eligibility for Returns

To be eligible for a standard return, the product must generally meet the following conditions:

The item must be unused, unworn, unaltered, and in substantially the same condition in which it was received.

The item must be returned with any original product packaging, tags, protective materials, instructions, accessories, and components supplied with it.

The item must not show signs of intentional damage, misuse, improper handling, excessive wear, contamination, or unauthorized modification.

Proof of purchase from TheKeyCharm.store must be available. This may include an order confirmation email, order number, receipt, or other information that allows us to verify the purchase.

Products purchased from third-party sellers, marketplaces, resellers, or websites other than TheKeyCharm.store cannot be returned through us.

We reserve the right to inspect returned products before approving a refund. If the item does not meet the return conditions, we may reject the return or issue a reduced refund when permitted by law.

4. How to Request a Return

To begin a return, contact us at:

support@TheKeyCharm.store

Your return request should include:

Your full name

Your order number

The email address used to place the order

The name of the product you wish to return

The quantity being returned

The reason for the return

Clear photographs or videos if the product is damaged, defective, incorrect, or incomplete

After reviewing your request, our customer support team will provide return instructions if the request is approved.

Please do not send any product to our business address or another location without first receiving authorization and return instructions from us. Unauthorized returns may be delayed, refused, or sent back to the customer.

5. Return Authorization

An approved return may include a return authorization number, return label, designated return address, or specific packaging instructions.

The return address may differ from our listed business address depending on the product, fulfillment location, shipping origin, and customer location.

The returned package should be sent only to the address provided by our support team.

The customer is responsible for following all return instructions accurately. TheKeyCharm.store is not responsible for packages returned to an incorrect address, packages sent without authorization, or products lost because the customer did not follow the provided instructions.

6. Return Shipping Costs

Where a product is returned because the customer changed their mind, selected the wrong item, no longer wants the product, or provided incorrect ordering information, the customer may be responsible for return shipping costs unless we state otherwise.

Where a product arrives damaged, defective, materially different from its description, incomplete, or incorrect due to an error by TheKeyCharm.store or our fulfillment partners, we will review the matter and may provide one of the following remedies:

A prepaid return label

A replacement product

A partial refund

A full refund

Another reasonable resolution agreed upon with the customer

Original shipping fees, return shipping fees, import charges, customs duties, or other costs are refundable only when required by law or expressly approved by us.

We recommend using a trackable shipping service for authorized returns. We cannot guarantee receipt of a returned package that has no tracking information.

7. Damaged or Defective Products

Please inspect your order shortly after delivery.

If an item arrives damaged, defective, broken, or unusable, contact us as soon as reasonably possible at support@TheKeyCharm.store.

To help us review the issue, please provide:

Your order number

A description of the problem

A clear photograph of the entire product

Close-up photographs of the damage or defect

A photograph of the shipping label

A photograph of the outer packaging

A short video if the issue involves movement, function, clicking mechanisms, retractable reels, clasps, or other operating parts

We may request additional information where needed to determine whether the damage occurred before delivery, during transportation, or after receipt.

Do not discard the product, packaging, shipping label, or damaged parcel until the issue has been resolved. These materials may be needed for carrier claims, supplier verification, or return processing.

8. Incorrect Items

If you receive a product that is different from the item shown in your order confirmation, contact us promptly.

Please include photographs showing the product received and the shipping label on the package.

After verification, we may arrange a replacement, refund, or another appropriate solution.

You should not use, alter, or dispose of an incorrect item before receiving instructions from us.

9. Missing Items or Incomplete Orders

Some orders may be shipped in more than one package. Before reporting a missing item, please check your shipping confirmation emails and tracking information to determine whether another parcel is still in transit.

If all packages are marked as delivered but an item is missing, contact us with your order number and details of the missing product.

We may ask you to provide photographs of the items received, the package, and the shipping label.

If we confirm that an item was omitted from your shipment, we may send the missing item or issue an appropriate refund.

10. Products Lost During Delivery

If your tracking information has not updated for an extended period or the carrier confirms that the package was lost, contact us for assistance.

We may need to complete an investigation with the shipping carrier before issuing a replacement or refund.

A package is not automatically considered lost simply because delivery is delayed. Carrier investigations and waiting periods may vary by destination and shipping provider.

If the carrier confirms successful delivery, we may ask the customer to check:

The delivery location shown in the tracking record

Mailboxes and parcel lockers

Building reception or management

Household members

Neighbours

Safe-drop locations

The local post office or delivery facility

We are not responsible for packages lost because the customer provided an incorrect, incomplete, inaccessible, or outdated shipping address.

11. Non-Returnable Products

Certain products may not be eligible for return unless defective, damaged, incorrect, or otherwise returnable under applicable law.

Non-returnable products may include:

Gift cards

Digital products

Downloadable content

Personalized, customized, or made-to-order items

Products altered at the customer’s request

Items marked as final sale

Products that cannot be resold for hygiene or safety reasons after opening or use

Items damaged through misuse, neglect, accident, improper storage, or unauthorized repair

Packaging, cards, decorative inserts, or accessories that were not included with the original order

If a product is final sale or subject to special return conditions, this will normally be stated on the relevant product page or communicated before purchase.

12. Product Appearance and Minor Variations

We make reasonable efforts to display product colours, materials, dimensions, and details accurately.

However, the appearance of a product may vary slightly due to lighting, photography, screen settings, manufacturing processes, material batches, and manual measurement.

Minor differences that do not materially affect the product’s function or overall design are not necessarily considered defects.

For small accessories such as charms, keychains, clips, badge holders, novelty items, and decorative products, slight variations may occur in colour tone, surface texture, print placement, transparency, finish, or dimensions.

Where dimensions are provided, small measurement differences may occur. Customers should review the product description before purchasing.

13. Change-of-Mind Returns

We understand that a product may not always suit your preferences after it arrives.

Eligible unused products may be returned within the 30-day return period, subject to this policy.

For change-of-mind returns, the customer may be responsible for the cost of returning the item. Any original shipping fees, expedited shipping charges, customs fees, or import duties may be non-refundable unless required by law.

The item must be returned in resalable condition with all original components and packaging.

14. Exchanges

We do not guarantee direct product exchanges.

The availability of an exchange depends on stock levels, destination, product type, and fulfillment arrangements.

When an exchange is not available, the customer may return the eligible product for a refund and place a new order for the preferred item.

If the requested replacement has a different price, we may ask the customer to place a separate order.

15. Order Cancellations

We begin processing orders as quickly as possible. As a result, we cannot guarantee that an order can be changed or cancelled after it has been submitted.

If you wish to cancel an order, contact us immediately at support@TheKeyCharm.store.

If the order has not yet entered processing or shipment, we may be able to cancel it.

If the order has already been processed, packed, transferred to a fulfillment partner, or shipped, cancellation may no longer be possible. In that case, you may request a return after delivery in accordance with this policy.

Submitting a cancellation request does not confirm that the order has been cancelled. A cancellation is effective only after we send written confirmation.

16. Address Changes

Customers are responsible for providing a complete and accurate delivery address.

If you notice an address error, contact us immediately.

We may attempt to update the address before shipment, but changes are not guaranteed.

Once the order has shipped, we may be unable to redirect the package.

Refunds may not be available for orders delivered to the address submitted during checkout, even if the customer entered the address incorrectly.

Additional shipping costs resulting from an incorrect or incomplete address may be charged to the customer.

17. Refused and Unclaimed Packages

Packages that are refused, unclaimed, abandoned, or returned because of an incorrect address may be treated as customer-initiated returns.

Any costs charged by the carrier, customs authority, return service, or fulfillment provider may be deducted from the refund where permitted by law.

Refunds will normally be considered only after the returned package has been received and inspected.

If a package is destroyed, abandoned, or not returned to us, a refund may not be available.

18. Refund Processing

Once an authorized return is received, we will inspect the product and notify you of the refund decision.

Approved refunds are generally issued to the original payment method.

Refund processing may take several business days after the return inspection is completed.

After we issue the refund, your bank, credit card company, payment provider, or financial institution may require additional time to post the funds to your account.

TheKeyCharm.store does not control payment-provider processing times.

Shipping charges, customs charges, duties, taxes, gift wrapping fees, and other non-product fees may be excluded from the refund unless otherwise stated or legally required.

19. Partial Refunds

A partial refund may be issued where permitted by law if:

The returned product shows signs of use

Original packaging is missing or significantly damaged

Parts, accessories, tags, or components are missing

The product has been altered

The item was damaged after delivery

The returned product has reduced resale value

The customer returns only part of a bundle or set

The amount of any deduction will be based on the condition of the returned product and the reasonable loss in value.

We will not reduce a refund merely because a customer handled the product as reasonably necessary to inspect its nature, characteristics, or function where applicable consumer law provides that right.

20. Refunds Without a Return

In certain cases, we may decide that returning the product is unnecessary.

We may offer a full refund, partial refund, replacement, store credit, or another resolution without requiring the customer to send the item back.

This decision is made at our discretion based on the nature of the issue, item value, return shipping costs, available evidence, legal requirements, and environmental considerations.

A refund without return in one case does not create an obligation to provide the same resolution in another case.

21. Late or Missing Refunds

If you have received confirmation that a refund was issued but have not yet received the funds, please first check the original payment account.

You may then contact your bank, credit card company, or payment provider, as refund posting times vary.

If the expected processing period has passed and the refund is still not visible, contact us at support@TheKeyCharm.store.

Please include your order number and refund confirmation details.

22. Chargebacks and Payment Disputes

We encourage customers to contact us before opening a chargeback or payment dispute.

In many cases, delivery, product, billing, cancellation, or refund concerns can be resolved more quickly through direct communication.

If a chargeback is opened, we may provide the payment institution with relevant records, including:

Order details

Tracking information

Delivery confirmation

Customer communications

Return instructions

Product descriptions

Refund records

Evidence relating to the transaction

Submitting a false or misleading payment dispute may delay resolution and may be considered misuse of the payment system.

Nothing in this section prevents a customer from exercising legitimate rights through their payment provider.

23. Promotional Items and Bundles

If a returned order included a free gift, promotional item, bundle discount, or quantity-based offer, the refund may be adjusted to reflect the items retained.

Where a promotional item was provided only because the order met a minimum purchase requirement, the promotional item may also need to be returned.

If the customer keeps the promotional item, its stated or reasonable retail value may be deducted from the refund where permitted.

For bundled products, partial returns may cause the remaining items to be recalculated at their standard individual prices.

24. Gifts

If an item was purchased as a gift, refunds are generally issued to the original payment method used by the purchaser.

We may be unable to disclose certain order or payment information to the gift recipient for privacy and security reasons.

A gift recipient may contact us for return instructions, but proof of purchase may still be required.

25. Consumer Rights

This policy is intended to operate consistently with applicable consumer protection laws.

Depending on your place of residence, you may have legal rights relating to defective goods, inaccurate descriptions, delayed delivery, cancellations, warranties, refunds, or remedies.

Where any part of this policy conflicts with a mandatory legal right, the mandatory legal right will apply.

Nothing in this policy is intended to exclude, restrict, or waive rights that cannot legally be excluded, restricted, or waived.

26. Suspected Fraud or Policy Abuse

We reserve the right to refuse, limit, or investigate return and refund requests where we reasonably suspect:

Fraudulent activity

Repeated misuse of the return process

False claims of non-delivery

Altered evidence

Intentional product damage

Return of a different item

Return of counterfeit or substituted goods

Abuse of promotional offers

Excessive or unusual return activity

Use of multiple identities or accounts to avoid policy restrictions

We may request additional identity, payment, delivery, or product information before processing a request.

Any investigation will be conducted reasonably and in accordance with applicable law.

27. Limitation of This Policy

This Return & Refund Policy applies only to purchases made directly through TheKeyCharm.store.

It does not apply to products purchased through unaffiliated sellers, third-party marketplaces, social media resellers, auction websites, or other businesses.

Third-party purchases are governed by the return policy of the seller from whom the item was purchased.

28. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our operations, products, fulfillment methods, legal obligations, payment systems, or customer service procedures.

The updated version will be posted on TheKeyCharm.store with a revised “Last Updated” date.

The policy in effect at the time of purchase will generally apply to that order, except where a later change is required by law or provides greater protection to the customer.

We encourage customers to review this policy before placing an order.

29. Contact Us

For questions, return requests, damaged-item reports, or refund assistance, contact: