Terms & Conditions

Goods are supplied as described, fit for purpose and of satisfactory quality. Within 30 days of delivery you are entitled to a replacement or refund if your goods develop a fault; after 30 days we will offer a repair, or a refund if the goods cannot be repaired.

When you purchase through our website, applications, in person or by telephone, the contract becomes legally binding once we accept your order — either by starting your services or by dispatching your goods. We may be unable to accept an order if we cannot authorise payment, the goods/services are no longer available, or there is an error in the product data including pricing.

You are responsible for ensuring the goods ordered are correct and suitable for the intended use. Our vehicle parts search is a guide only to help you find the part faster — please check the product details page before ordering. Images and other data are for illustration only and may vary slightly. Some goods, including paints and aerosols, are age-restricted; by confirming your order you agree you are over 18. Electronic items such as car remote keys are button-tested, transponder-checked (unlocked) and sealed with a quality-check label before sending; items returned in an unusable condition (e.g. locked remotes or cut blades) are non-refundable unless agreed in writing.

Payment for goods and services is taken in full at the time of placing your order. We accept all major debit and credit cards, as well as PayPal, Apple Pay and Google Pay. Cash is accepted in store only — we do not accept cheques, and we do not accept £50 notes in store. Part payments are accepted in store (for example 50% cash and 50% card). Special orders require payment up front and cannot be cancelled.

Prices in our product information or marketing literature may change at any time without notice, due to factors including exchange rates and purchase-price increases. While we make every effort to ensure prices are correct, if we discover a pricing error we will inform you and offer the goods at the correct price; we are under no obligation to honour an incorrect price even after acknowledging or dispatching an order. Prices can be displayed ex-VAT or inc-VAT, selectable in the header of our website.

The price of products does not include delivery unless otherwise stated; delivery cost is calculated at checkout based on weight and location. We accept three currencies — GBP, Euro and USD — with exchange rates calculated daily. Keystation is not responsible for any duty costs when exporting outside the UK.

If you select Click & Collect at checkout you can collect your items from a store convenient to you — please check the selected store is correct before placing your order. Payment is required at the time of ordering. Please make sure you have an order acknowledgement before attending; we will email or text you when your item is ready, in most cases the same day depending on stock levels.

Orders are held at your designated store for 7 days; if not collected within this time the goods are returned to stock and the order is cancelled and refunded. We reserve the right to cancel an order or restrict access to the service if you repeatedly fail to collect. Please check our opening times on the contact page before visiting.

Our preferred delivery partners are Royal Mail and DHL, as well as our own local vans. You select your option at checkout and are notified of the price before confirming. Once dispatched you will receive tracking details — please ensure someone is available to receive the delivery.

All delivery timescales are estimates. If an order has not been delivered after 28 days, a full refund is issued once the order is cancelled. Orders are quality-checked by more than one member of staff before the parcel is sealed; if you believe an item is missing, please provide evidence so we can investigate (we can check CCTV and parcel weight). Do not sign for damaged parcels — if an item arrives damaged you must contact us within 7 days and we will offer a replacement or credit note.

Issues with goods recorded as delivered, left in a safe place or left with a neighbour must be reported within 7 days. If you fail to accept delivery at the agreed timeslot we may cancel the order and charge for the loss incurred; re-delivery charges may apply depending on the service chosen. Keystation is not liable for special-order delays caused by the supply chain.

This clause applies to goods and services purchased online and does not apply to items collected in store or to special orders. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a contract for any item on our website or app for a full refund (except special orders) within 60 days, without giving any reason. The cancellation period expires 60 days after the day you take delivery.

If you cancel, we will reimburse all payments received including delivery costs (excluding premium delivery services — anything other than Royal Mail standard delivery). Goods must be returned in re-sellable condition; failure to do so may result in a deduction to cover unreasonable handling. You must send the goods back no later than 60 days from cancelling, and you cover the direct cost of return. If we arrange collection, we will charge for it, agreed up front.

Refunds: once we receive your goods we inspect them before issuing a refund — processed no later than 28 days after receipt (funds typically show in 2–5 days). Refunds are made to the original payment method where possible. Special, non-stock or customised items (e.g. engraved products or cut keys) are non-refundable unless authorised by a manager, and may be subject to a 30% restocking fee if accepted back. If goods are faulty, mis-described or incorrect, we cover the cost of return.

Keystation often offers promotions and incentives as part of our loyalty programme, including reward points and discount codes. Promotional codes may only be redeemed online (not in store) and cannot be used in conjunction with any other offer unless stated. Promotions cannot be exchanged for cash or vouchers, and only one code may be used per customer unless otherwise stated.

To use a code, simply enter it during checkout. We reserve the right to cancel promotions at any time. If an order is cancelled, all promotions and points are returned to Keystation.

We offer a 12-month warranty on all products excluding batteries. If a product develops a fault within the 12-month period, please contact us via the details on our contact page and we will ask for additional information to investigate. Work carried out on site is also covered by a 12-month warranty.

If we are unable to carry out a repair to a satisfactory standard, we will offer a like-for-like exchange; we will not offer an alternative product unless agreed in writing. Special-order warranties may vary depending on the supplier's terms. The warranty does not cover wear and tear, negligence or any interference with the product. If a warranty claim is not accepted, we are unable to offer a replacement or refund.

Nothing in these terms excludes or limits our liability for death caused by negligence, liability under section 2(3) of the Consumer Protection Act 1987, fraud, or any liability that would be illegal for us to exclude. Subject to that, we will not be liable for any indirect or consequential loss, damage, costs or expenses — including vehicle recovery, diagnostics, loss of profit, loss of business, loss of time, or corruption or loss of data — and we have no liability for late deliveries or incorrectly purchased goods.

Our total liability to you will not exceed 100% of the price paid for the goods or services in a single contract. We will not be held liable for any failure to perform our obligations caused by factors outside our control (force majeure).

These consumer terms apply to consumers and not to businesses. If you require our business terms, please see the B2B Terms & Conditions linked in the footer of our website.

Complaints: in the unfortunate event you need to complain, please first speak with a member of our team to see if it can be resolved quickly. To make a formal complaint, use the contact page on our website — we aim to deal with all complaints within 3 working days.

For our full privacy policy, please see the Privacy Policy linked in the footer of our website. Under certain circumstances we may be required to disclose personal data if required by law or in response to valid requests by public authorities.

For training and security purposes we record all inbound and outbound calls; when taking card payments by phone we temporarily pause the recording. Calls are stored for up to 3 years. For the security of our staff and customers, CCTV is installed in all stores and monitored 24/7.