Returns & Refunds

 

Last updated: 27 September 2026

OTOFIX KEYS is a trading brand of OTOFIX LTD, company number 14060287.

Email: info@otofixservices.co.uk
Telephone: 07552 872878

This policy applies to products purchased through the OTOFIX KEYS online store. Nothing in this policy limits your statutory consumer rights.

1. Change-of-mind cancellations

Where the statutory distance-selling cancellation right applies, you may tell us that you wish to cancel your order within 14 days after receiving the goods.

You then normally have a further 14 days to return the goods after informing us of the cancellation. GOV.UK

Before returning anything, please email info@otofixservices.co.uk with:

• Your name and order number.
• The product you wish to return.
• The reason for contacting us (although you do not have to give a reason when exercising an applicable statutory cancellation right).

We will provide the appropriate return instructions and return address.

Please do not send returns to an address unless we have confirmed the appropriate return address.

2. Cut, configured, personalised and vehicle-specific products

Some automotive-key products may be prepared specifically for a particular customer or vehicle.

UK cancellation rules contain an exception for goods made to a consumer’s specifications or clearly personalised. Legislation.gov.uk

This may apply where, for example, a product has genuinely been cut, configured or otherwise made specifically to the customer’s supplied requirements.

We will not treat a product as exempt from cancellation rights merely because it is a car key, remote, transponder or other vehicle-specific product. The exception will only be relied upon where the legal requirements are met.

This does not affect your statutory rights if a product is faulty, incorrect, misdescribed or otherwise does not conform to the contract.

3. Vehicle compatibility and programming

Vehicle keys, remote fobs, transponders and related products can require specific compatibility, cutting, coding or programming.

Please check the product information carefully and provide accurate vehicle information when requested.

If you are uncertain whether a product is compatible with your vehicle, contact us before ordering.

Do not cut, program, code, modify or otherwise alter a product that you believe may be incorrect unless we have advised you to do so.

If you believe we supplied an incorrect product despite you providing accurate information, contact us before attempting modification or programming.

4. Faulty, damaged, incorrect or misdescribed goods

Your statutory rights are unaffected.

If goods are faulty, damaged, not as described, incorrect or otherwise fail to conform to the contract, contact us as soon as reasonably possible at info@otofixservices.co.uk.

Please provide your order number and a description of the problem. Photographs or other reasonable information may be requested where this helps us assess the issue.

Depending on the circumstances and your statutory rights, the appropriate remedy may include a refund, repair or replacement.

Government guidance confirms that businesses cannot remove or restrict customers’ statutory rights concerning faulty or misdescribed goods. GOV.UK

5. Condition of change-of-mind returns

When exercising an applicable change-of-mind cancellation right, you may inspect goods in the way you reasonably could in a shop.

You are responsible for taking reasonable care of the goods while they are in your possession.

Where legally permitted, we may make a deduction from the refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning. Legislation.gov.uk

For automotive keys and electronic products, unnecessary cutting, programming, coding, modification or damage may materially affect their value and may go beyond the handling reasonably necessary to inspect them.

This does not affect your rights where the product itself is faulty or otherwise fails to conform to the contract.

6. Return postage

For a normal change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods where we informed the customer of that responsibility as required before purchase.

Where goods are faulty, damaged, incorrect or misdescribed, we will deal with reasonable return arrangements in accordance with your statutory rights.

The Consumer Contracts Regulations provide that customers normally bear direct return costs for a cancellation where the trader has given the required information beforehand. Legislation.gov.uk

We recommend obtaining proof of postage when returning goods.

7. Refunds

Where a statutory cancellation applies, we will make the refund within the applicable legal time limit.

For returned goods, this will normally be no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you have sent them back. Legislation.gov.uk

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.

Where required by law, the refund will include the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, such as an enhanced or expedited service, we are not required to refund the additional amount above the cost of the standard delivery service. GOV.UK

8. How to request a cancellation or return

Contact:

OTOFIX KEYS / OTOFIX LTD
Email: info@otofixservices.co.uk
Telephone: 07552 872878

Please include your name, order number and the goods concerned.

If you are exercising a statutory cancellation right, a clear statement that you wish to cancel is sufficient.

9. Statutory rights

This policy is in addition to your statutory consumer rights.

Nothing in this policy is intended to exclude, restrict or replace rights or remedies that cannot lawfully be excluded.