Refunds & Cancellations Policy

Last updated: 7 September 2026

RepliKey is operated by REPLIKEY PTY LTD ACN 699 049 726 · ABN 93 699 049 726

In this policy, "RepliKey", "we", "us" and "our" refer to REPLIKEY PTY LTD.

Every RepliKey is personalised using your car photos and reference details. Please read this policy before placing an order or pre-order.

In summary: every RepliKey is covered by our Perfect Match Guarantee. If the design does not reasonably match the photos you supplied, you can return it within 30 days of delivery for a full refund, with return postage on us. Orders cannot be cancelled for change of mind once placed, but once your RepliKey has been delivered you can return it for change of mind within 30 days. For change of mind, you pay the return postage and we refund the product price (not the original shipping charge). Faulty, damaged or incorrect products are handled at our cost.

Cancellations before dispatch

We do not offer change-of-mind cancellations, refunds or exchanges once an order or pre-order has been placed, including before design work begins. Once your order has been delivered, the Perfect Match Guarantee and change-of-mind returns process below are available.

Please check your order carefully before completing your purchase.

This restriction does not apply to claims under our Perfect Match Guarantee, faulty, damaged, incorrect or misdescribed products, refunds for orders we cannot fulfil, or statutory cancellation and withdrawal rights. The delayed-order refund options below also remain available.

Perfect Match Guarantee

The design on your RepliKey should reasonably match the car in the photos and details you supplied, including any adjustments we agreed at the preview stage. If it doesn't, you can return it within 30 days of delivery for a full refund, and we cover the return postage.

The 30 days start on the day your order is delivered, as shown in the carrier's tracking. You can claim whether or not you approved or responded to your design preview.

What "reasonably match" means

The design should be recognisably your car as shown in your photos: the same make, model and body style, the same colour, and the same wheels and other distinctive features that were clearly visible in your photos. Minor differences in shade, angle or fine detail that come with recreating a car as a design are not a mismatch.

The guarantee does not cover:

• Change of mind, such as preferring a different angle, background or style when the design matches your car (see "Change-of-mind returns").
• Differences that come from your reference material, such as photos of a different car, unclear photos, or details you did not tell us about.
• Changes you asked us to make deliberately.
• Changes to your car after you ordered.

How it works

• Email support@replikey.com within 30 days of delivery with your order number and a photo or short video of your RepliKey showing the mismatch, ideally next to your car. We may ask for additional photos so we can see the issue clearly.
• Once we have confirmed the claim, we will send return instructions. We cover return postage: we will provide a prepaid label or reimburse the postage you pay. Please keep proof of postage.
• Post the product back within 14 days of receiving our instructions, complete and undamaged. Original packaging is not required.
• We refund the full amount you paid, including the original shipping charge. No fee applies.
• Your refund becomes due when the returned product reaches us. It is then processed as described under "Refund processing".

This guarantee is in addition to your rights under consumer law and does not limit them. If you are outside the 30-day window, or would rather we correct the design than refund you, your rights under "Faulty, damaged or incorrect products" still apply.

Change-of-mind returns

If you change your mind after receiving your RepliKey, you can return it within 30 days of delivery for a refund of the product price.

The 30 days start on the day your order is delivered, as shown in the carrier's tracking. Change-of-mind returns are not available before delivery.

Conditions

• Email support@replikey.com within 30 days of delivery with your order number to let us know you would like to return the product. We will reply with return instructions and the return address.
• Return postage is at your cost. Please use a tracked service and keep proof of postage.
• Post the product back within 14 days of receiving our return instructions.
• The product must be returned in as-new condition: undamaged, complete, and with all accessories and original packaging.
• If a returned product is damaged, incomplete or shows signs of use, we may reduce the refund to reflect its condition.

Your refund

• We refund the amount you paid for the returned product (after any discount).
• The original shipping charge is not refunded, and return postage is not reimbursed.
• No restocking, design or cancellation fee applies.
• Your refund becomes due when the returned product reaches us. It is then processed as described under "Refund processing".

Not for faults or mistakes

This process is for change of mind only. If the design does not match your car, see "Perfect Match Guarantee". If your RepliKey is faulty, damaged or not what you ordered, see "Faulty, damaged or incorrect products". In those cases we cover reasonable return postage, and any refund includes the original shipping charge.

Your consumer rights are not affected

Change-of-mind returns are offered voluntarily and are in addition to your rights under consumer law. The 30-day window applies only to change-of-mind returns; it does not limit the time you have to exercise your consumer law rights.

Where a statutory withdrawal right applies to your purchase (see "Statutory withdrawal rights"), the terms of that right apply instead of any less favourable term in this section.

Your design preview

We will send a preview of your custom car design to the email address provided with your order.

If we do not receive a response, your order will ship 24 hours after we send the preview, using the design shown. Your email will state the response deadline.

Please check your inbox and spam folder. Reply within those 24 hours if you would like an adjustment or need more time to review. We will hold dispatch if we receive your request before the deadline.

Your order includes one round of reasonable adjustments to match the photos and details you originally supplied. Please send your requested adjustments together in one reply.

Corrections to mistakes we have made are free and do not count towards this adjustment round.

Changing the car or substantially changing the original brief may require additional work. We will explain any additional charge and obtain your agreement before proceeding.

If we revise your design, we will send an updated preview with a new 24-hour response period.

Reviewing your preview carefully is the best way to make sure your RepliKey is a perfect match before it ships. Approving a preview, or not responding, does not make you responsible for faults or inaccuracies in the finished product.

Pre-orders, delivery and delays

Your estimated dispatch window and delivery information will be shown before purchase. Dispatch is when your order leaves us; transit time is additional.

Missing reference information or adjustments you request may affect timing, which we will discuss with you.

If we cannot meet the dispatch window given when you ordered, we will notify you, explain the delay and offer you the choice of accepting a revised window or cancelling for a full refund, including shipping.

We will obtain any consent required to continue with a delayed order. The 24-hour design-preview process does not count as consent to a shipping delay.

If we cannot fulfil your order, we will cancel it and issue a full refund.

If your parcel does not arrive, contact us so we can investigate with the carrier and arrange the appropriate resolution.

Faulty, damaged or incorrect products

If your RepliKey arrives damaged, develops a fault or does not match your order, email support@replikey.com with:

• Your order number or another proof of purchase.
• A description of the issue.
• Photos or a short video, where reasonably possible.

A design that does not match the photos and details you supplied is covered by our Perfect Match Guarantee above. Your consumer law rights for a mismatched design also apply and are not limited to the 30-day guarantee period.

Please contact us promptly when you notice a problem. We do not impose a blanket 30-day deadline for reporting faults. The 30-day change-of-mind window does not apply to faulty, damaged or incorrect products.

We may reasonably assess the issue before arranging the appropriate remedy, such as repair, replacement, a price reduction or refund. Where you are legally entitled to choose the remedy, we will respect that choice.

No design, cancellation or restocking charge applies to a refund required by consumer law.

Returning a product

Please contact us before posting a product so we can provide the correct return address and instructions.

For change-of-mind returns, you pay return postage and the product must be returned in as-new condition, as set out under "Change-of-mind returns".

For confirmed faults, transit damage, incorrect products and Perfect Match Guarantee claims, we cover reasonable return postage. We may provide a prepaid label or reimburse postage you have paid. Please keep your receipt. Original packaging is not required for these claims.

We may resolve some claims using photos or video without requiring a physical return.

Our return instructions help us manage your claim; they do not make prior approval a condition of exercising a statutory right.

Statutory withdrawal rights

For purchases covered by UK or EU distance-selling rules, a statutory withdrawal period generally ends 14 days after delivery. An exception can apply to goods made to your specifications or clearly personalised.

We rely on this exception only where the product legally qualifies. Being a pre-order does not, by itself, remove withdrawal rights.

Where a withdrawal right applies:

• You may notify us before delivery or within 14 days after receiving the goods, or within any longer period required by law.
• You may contact support@replikey.com with a clear statement that you wish to withdraw, or use another legally recognised method.
• You must send the goods back within 14 days after notifying us.
• We will refund the product price and the standard outbound delivery charge.
• You pay direct return postage only where this was disclosed before purchase and the law permits it.
• No cancellation or design fee applies.

We will refund you within 14 days of your withdrawal notice. Where legally permitted, we may wait until we receive the goods or evidence that you have sent them back, whichever occurs first.

Your consumer rights

This policy applies worldwide and does not exclude mandatory protections applicable to your purchase, including the Australian Consumer Law and applicable US, Canadian, UK, EU and other local consumer laws. Those protections take priority if any part of this policy conflicts with them.

Personalised products remain subject to applicable product-quality protections. For purchases covered by EU consumer rules, this includes a minimum two-year legal guarantee against lack of conformity, with longer protection in some countries.

Refund processing

Refunds are made to the original payment method unless another method is agreed with you.

We normally process refunds within five business days once the refund is due, and always within the applicable legal deadline. Your bank or payment provider may take additional time to display the funds.

Buy-now-pay-later payments are refunded through the original provider, which will update your balance or payment schedule.

Existing orders

This policy applies to orders placed from the date above.

Any more favourable return, cancellation, money-back guarantee or warranty promised when you placed an earlier order will still be honoured.

Contact

Email support@replikey.com or message @replikey.co on Instagram. Please include your order number where available.

REPLIKEY PTY LTD · ACN 699 049 726 · ABN 93 699 049 726