Refund policy
Last Updated: July 22, 2026
At MyKeyChain.store, we believe every accessory should combine practical performance, dependable construction, and distinctive urban style. Whether you purchase a personalized leather keychain, metal carabiner, acrylic charm, identification tag, or everyday key accessory, we want you to feel confident ordering from us.
This Return & Refund Policy explains the conditions, procedures, and time limits that apply when requesting a return, exchange, replacement, cancellation, or refund. It is structured for use on a Shopify store and includes the key information Shopify recommends merchants disclose, such as the return period, eligible products, return costs, refund procedures, and applicable exceptions.
By placing an order through MyKeyChain.store, you acknowledge that you have reviewed and accepted this policy. Nothing in this policy is intended to restrict any mandatory consumer rights available under applicable law.
1. Our 30-Day Return Policy
We offer a 30-day return period for eligible products.
You must contact us within 30 calendar days from the date your order is marked as delivered to request a return. Requests submitted after this period may not be accepted unless the product is defective, damaged, incorrectly supplied, or applicable consumer law provides otherwise.
Contact our customer support team before returning any product:
Email: support@MyKeyChain.store
Phone: (800) 730-7121
Business Address: 1555 Saint-Patrick St., Montreal, Quebec H3K 2B7, Canada
Please do not send a product back without first receiving return authorization and instructions from our support team. Unapproved returns may be delayed, rejected, or sent back to the customer.
2. Return Eligibility Requirements
To qualify for a standard return, the product must meet all of the following conditions:
The return request must be submitted within the applicable 30-day period.
The product must be unused, unworn, uninstalled, and in substantially the same condition in which it was received.
The product must not show signs of scratches, stains, modification, misuse, excessive handling, accidental damage, or ordinary wear.
All original parts, clips, rings, charms, fasteners, cards, protective films, pouches, inserts, manuals, and accessories must be included.
The product should be returned in its original packaging whenever reasonably possible.
The customer must provide valid proof of purchase, such as the order number, confirmation email, invoice, or receipt.
The product must not fall within one of the non-returnable categories described below.
We understand that customers may need to carefully inspect a product after delivery. Reasonable inspection does not automatically make an item ineligible. However, using the product for an extended period, attaching it to keys or bags in a manner that creates wear, removing permanent protective materials, engraving it, altering it, or damaging it may affect return eligibility.
3. How to Request a Return
To begin a return, email support@MyKeyChain.store with the subject line:
Return Request – Order #[Your Order Number]
Please 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 a short video when the product is damaged, defective, incorrect, incomplete, or materially different from the listing
Our customer support team will review your request and normally respond with the next steps. When approved, we will provide the applicable return instructions and, where available, a return label.
Do not return merchandise directly to the business address shown on our website unless our support team specifically confirms that address in writing as the authorized return destination. Depending on the product, supplier, fulfillment location, and country of delivery, the designated return facility may be different.
4. Free Return Shipping
For approved eligible returns submitted within the 30-day return period, MyKeyChain.store provides free return shipping when a prepaid return label or equivalent return arrangement is available.
When we provide a prepaid shipping label, you must use that label and follow the supplied packing and carrier instructions. We may be unable to reimburse return postage purchased independently without prior written authorization.
If prepaid return service is unavailable in your region, contact us before purchasing postage. We will explain the available return method and whether reasonable approved shipping costs will be reimbursed.
Free return shipping does not apply when:
The customer sends the product to an unauthorized address
The customer chooses an express, premium, insured, or upgraded service without approval
The package is returned without authorization
The product is intentionally damaged, misused, or altered
The return is fraudulent or materially misrepresented
The package contains products that were not purchased from MyKeyChain.store
The customer fails to follow the return instructions provided by our support team
5. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as possible after delivery.
Contact us promptly if:
The product arrived broken or physically damaged
The clasp, buckle, ring, hook, chain, or attachment mechanism does not function correctly
The product has a manufacturing defect
You received the wrong product, design, colour, size, quantity, or variation
A component or accessory is missing
The parcel arrived empty or materially incomplete
The product differs substantially from the description displayed at the time of purchase
Send photographs of the product, the parcel, the shipping label, and any visible damage to support@MyKeyChain.store.
After reviewing the evidence, we may offer an appropriate resolution, including:
A replacement product
A replacement component
A full refund
A partial refund when accepted by the customer
Another reasonable solution agreed upon by both parties
Do not discard the damaged item or its packaging until we confirm that it is no longer required. In some cases, the shipping carrier or fulfillment partner may require photographs, inspection, or return of the product.
Normal variations in colour, texture, grain, printing position, handcrafted appearance, or screen display do not necessarily constitute defects. For example, leather-pattern products may show minor texture differences, and colours may appear slightly different depending on device displays and lighting conditions.
6. Personalized and Custom-Made Products
Some products sold by MyKeyChain.store may be personalized with a name, message, initials, number, image, design, font, logo, or other customer-selected content.
Because these products are created specifically for the customer, they are generally not eligible for change-of-mind returns, exchanges, or refunds after customization has begun.
Personalized products may still qualify for a replacement, correction, or refund when:
The product arrives damaged
The product contains a manufacturing defect
We produced customization that materially differs from the information submitted with the order
The customer received the wrong product
A mandatory consumer right applies
The customer is responsible for reviewing all submitted personalization details before completing the order. This includes spelling, capitalization, punctuation, dates, numbers, logos, image quality, font selection, colour choice, and placement instructions.
We are not responsible for errors that accurately reproduce information submitted by the customer. If you notice an error after ordering, contact us immediately. We will attempt to update the order, but changes cannot be guaranteed after production has started.
If required personalization information is not submitted within the timeframe stated on the product page or requested by our support team, we may contact you, delay production, or supply the product without personalization where this possibility was clearly disclosed before purchase.
7. Non-Returnable Products
Unless defective, incorrectly supplied, or otherwise protected by applicable law, the following products cannot normally be returned:
Personalized, engraved, printed, or custom-made products
Products altered or modified after delivery
Products showing signs of use, wear, damage, or improper handling
Products returned without all essential parts or accessories
Final-sale or clearance products clearly identified as non-returnable before purchase
Gift cards or store credits
Products obtained through unauthorized resellers
Items not purchased from MyKeyChain.store
Products returned after the applicable return period
Products that create a hygiene or safety concern after being opened, where the restriction was disclosed before purchase
We reserve the right to reject a return when the returned item does not match the product originally supplied or when there is reasonable evidence of return abuse, fraud, substitution, intentional damage, or repeated misuse of our policy.
8. Exchanges
We may offer exchanges for eligible non-customized products, subject to stock availability.
To request an exchange, contact support@MyKeyChain.store within 30 days of delivery. Tell us which product you received and which available variation you would prefer.
An exchange is not guaranteed until approved. Products may sell out while the return is in transit. If the requested replacement is unavailable, we may offer:
An alternative variation
Store credit
A refund to the original payment method
For the fastest result, we may recommend returning the original product for a refund and placing a separate new order. Any new order will be charged independently.
Personalized products cannot ordinarily be exchanged because of a change in preference, spelling choice, selected design, or other customer-provided customization.
9. Return Inspection
After a return reaches the authorized facility, it will be inspected to verify:
The returned product matches the original order
The return was submitted within the permitted period
The condition meets the eligibility requirements
All relevant components and accessories are present
The product has not been used, modified, or intentionally damaged
The return reason is consistent with the condition received
Shopify’s return workflow allows merchants to review returned merchandise and issue the appropriate refund after inspection.
We will notify you when the return has been received and reviewed. If approved, the refund will be initiated according to the process below.
If the return is rejected, we will explain the reason. The customer may be responsible for any cost associated with sending an ineligible product back.
10. Refund Processing
Approved refunds are issued to the original payment method used for the order, unless another solution is required by law or expressly agreed upon.
Refund processing consists of two stages:
First, MyKeyChain.store approves and submits the refund.
Second, the bank, card issuer, payment provider, or financial institution processes the transaction and posts the funds to the customer’s account.
Once issued, the refund may take several business days to appear. Processing times vary by payment provider, country, currency, banking institution, and payment method.
Shopify permits merchants to refund eligible orders through the order administration system and to send customers a refund notification.
We are not responsible for delays caused solely by a bank or payment provider after the refund has been successfully submitted. However, our team will provide reasonable assistance if you believe the refund has not arrived.
11. Original Shipping Charges
When an order received free standard shipping, there is normally no original shipping charge to deduct from an approved full refund.
If a customer paid for an optional express, priority, premium, or upgraded shipping service, that additional shipping fee is generally non-refundable when the correct order was delivered as promised.
Optional shipping charges may be refunded when:
We shipped the wrong product
The product arrived damaged or defective
The selected service was not provided due to an error attributable to us
Applicable law requires reimbursement
12. Partial Refunds
A partial refund may be offered or applied when:
Only part of a multi-item order is returned
A returned product is missing non-essential packaging or accessories
The product has minor signs of handling that reduce its resale value
The customer agrees to keep a product with a minor cosmetic issue
Only part of the product is defective
A bundled order is returned without all included items
We will not apply an unreasonable deduction without explaining the basis for it. Where mandatory consumer law applies, your legal rights take priority over any inconsistent provision in this policy.
13. Order Cancellations
Contact us immediately if you need to cancel or modify an order.
We will make a reasonable effort to assist, but cancellation is not guaranteed after an order has entered processing, personalization, production, packing, or shipment.
An order containing customized merchandise may become non-cancellable once customization begins.
If cancellation is approved before fulfillment, the payment will generally be refunded to the original payment method.
If the order has already shipped, you may need to wait for delivery and then follow the standard return process.
For Quebec consumers, separate statutory cancellation rights may apply to certain online purchases when a merchant does not satisfy legal disclosure, delivery, or reimbursement obligations. Quebec’s consumer protection authority explains that eligible cancellations are subject to specific grounds and deadlines and that reimbursement may be required within 15 days after a valid cancellation notice.
14. Lost or Missing Packages
If tracking indicates that a package is still in transit, please allow the estimated delivery period and any reasonable carrier delay to pass before requesting an investigation.
If the tracking status shows “delivered” but you cannot locate the parcel:
Check your mailbox, entrance, reception area, parcel locker, safe location, and building management office
Ask household members or neighbours whether they accepted it
Confirm that the shipping address entered at checkout was correct
Contact the carrier when appropriate
Notify us at support@MyKeyChain.store
We will review the shipment information and may open an investigation with the carrier or fulfillment provider. Depending on the outcome, we may issue a replacement, refund, or other appropriate resolution.
We cannot guarantee compensation where the customer supplied an incomplete or incorrect address, refused delivery, failed to collect the package, or arranged unauthorized redirection. We will nevertheless make reasonable efforts to assist.
15. Refused and Undeliverable Orders
Packages may be returned as undeliverable because of:
An incorrect or incomplete address
Failure to collect the package
Repeated unsuccessful delivery attempts
Refusal by the recipient
Customs or import issues
Restricted access to the delivery location
When a package is returned to us, we will review the circumstances. We may offer reshipment, store credit, or a refund, depending on product condition and applicable costs.
Personalized products may not qualify for a refund merely because delivery was refused or the customer entered an incorrect address.
16. Chargebacks and Payment Disputes
We encourage customers to contact us before filing a payment dispute or chargeback. Most delivery, product, or refund concerns can be resolved directly through our support team.
Submitting a chargeback does not automatically create a right to keep both the product and the refunded payment. We may provide the payment provider with relevant order records, delivery information, communications, tracking, and policy documentation.
This section does not prevent a customer from exercising any lawful payment protection or chargeback right. Quebec’s consumer authority notes that credit-card chargeback remedies may be available in certain circumstances where a merchant fails to provide a required refund after a valid cancellation.
17. Return Abuse and Fraud Prevention
To protect our customers and business, we may limit or refuse service when there is reasonable evidence of:
Returning a different product from the one purchased
Using or damaging a product before returning it
False claims concerning non-delivery, damage, or missing contents
Repeated excessive returns
Manipulated photographs or documentation
Unauthorized payment activity
Abuse of promotional offers
Returning counterfeit or substituted merchandise
Any decision will be based on available information and will not override mandatory consumer protections.
18. Consumer Rights
This policy provides contractual return benefits in addition to any rights that cannot legally be excluded.
Depending on your location, consumer law may provide remedies when a product is defective, unsafe, misrepresented, materially different from its description, not delivered as agreed, or otherwise fails to meet mandatory legal standards.
A merchant’s voluntary policy may govern returns of non-defective goods, but statutory cancellation or refund rights may still apply to qualifying online purchases. Quebec’s Office de la protection du consommateur specifically distinguishes voluntary returns of non-defective goods from legal remedies available in certain distance-sale situations.
Where any part of this policy conflicts with a mandatory law applicable to you, that law will prevail to the extent of the conflict.
19. Contact Us
For all return, exchange, refund, cancellation, damaged-product, or order-related questions, contact:
MyKeyChain.store
Address: 1555 Saint-Patrick St., Montreal, Quebec H3K 2B7, Canada
Email: support@MyKeyChain.store
Phone: (800) 730-7121
When contacting us, include your order number and a clear description of the issue so we can assist you efficiently.
MyKeyChain.store reserves the right to update this Return & Refund Policy to reflect changes in our operations, products, Shopify features, payment services, or applicable legal obligations. The version published on our website at the time of your request will apply, subject to any mandatory rights available under applicable law.