Last updated: 29 August 2026

Warranty and Cancellation Policy

This policy explains what happens if you need to cancel an order, change an appointment or report a problem with a key or service supplied by Smart Auto Keys.

Your statutory rights

Goods must be of satisfactory quality, fit for any purpose made known to us and as described. Services must be carried out with reasonable care and skill. Your statutory rights are not replaced or reduced by this policy or by any commercial warranty.

Commercial warranty

Where we provide an additional commercial warranty, its duration and coverage will be stated in the written quotation, invoice or order confirmation. If no separate commercial warranty is stated, your statutory rights still apply.

What a warranty normally covers

Subject to the written terms supplied with your order, coverage may include a verified defect in the key hardware we supplied or a fault directly caused by our cutting or programming work. We may inspect the key and vehicle and may repair, replace, repeat the service or provide another remedy where appropriate.

What is not normally covered

• Flat or consumable batteries and normal wear unless faulty when supplied.
• Impact, crushing, liquid damage, heat damage, misuse or loss.
• Unauthorised opening, alteration, recoding or repair by another party.
• A pre-existing or later vehicle, immobiliser, wiring, module or mechanical lock fault.
• Incorrect vehicle or key information supplied by the customer.
• Loss of synchronisation or operation caused by vehicle software changes, a discharged vehicle battery or third-party work, unless our work caused the problem.

These exclusions do not apply where they would unlawfully remove a consumer remedy.

How to report a problem

Call, text or WhatsApp 07562 247365 as soon as reasonably possible. Provide your name, registration, invoice or order reference, date of supply and a description or video of the fault. Keep the key and allow us a reasonable opportunity to inspect it and the vehicle.

Cancelling before work begins

Contact us promptly. If no bespoke goods have been ordered or prepared and no service has begun, we will normally cancel without charging for unperformed work. Reasonable, evidenced costs already incurred may apply where the law permits and where this was explained before the order.

Distance and off-premises cancellations

Consumers normally have 14 days to cancel many distance or off-premises contracts. For goods, the period generally begins after delivery; for services, it generally begins after the contract is made. We will provide the legally required information before a binding order.

If you ask us to start a service during the cancellation period, we will seek your express request. If you later cancel, a proportionate charge may be payable for work completed. Where the service has been fully performed following the required request and acknowledgement, the cancellation right may be lost.

Vehicle-specific and personalised keys

Once a key has been cut, programmed, coded or made to your vehicle specification, it may fall within the exception for bespoke or clearly personalised goods. A change-of-mind return may therefore be unavailable. Faulty or misdescribed goods and services remain subject to statutory remedies.

Appointment changes and missed visits

Please give as much notice as possible if you need to change a workshop or mobile appointment. If we have incurred a clearly disclosed and reasonable call-out or parts cost, that cost may remain payable where the law permits. We will take reasonable steps to reduce avoidable loss.

Refund timing

Where a refund is due, it will be made using the original payment method unless agreed otherwise and within the period required by law. We may wait until returned goods are received or evidence of return is supplied where legally permitted.

How to cancel

Tell us clearly that you wish to cancel by calling, texting or using WhatsApp on 07562 247365. Include your name, vehicle registration and order reference. You do not need to use particular wording.

This policy should be read with our Terms and Conditions and does not affect statutory rights.