Warranty Policy

Warranty Policy - International Two-Year Warranty + 10-Year Support

Thank you for choosing Redkey USB. We work hard to build high-quality, long-lasting products - and we stand by them. This Warranty Policy outlines the coverage we provide, how to make a claim, and how our service compares to your rights under UK consumer law. While we're based in the UK, which has some of the most robust consumer protection laws in the world, our warranty applies internationally. You can be confident that you’re well protected wherever you are, and we’re here to help.

1. Two-Year Standard Warranty:

All Redkey USB devices are covered by a two-year standard warranty from the date of purchase. If your device develops a fault due to a manufacturing defect, we’ll repair or replace it free of charge. Before that, we may ask you to complete a short troubleshooting process to confirm the issue. You’ll need to cover the cost of sending the product to us. If we confirm a fault, we’ll cover return shipping to you. If no fault is found or the issue is due to misuse, you’ll be responsible for a $13.95 USD flat return shipping and handling fee. Any repair or replacement does not reset your warranty period; coverage continues from the original purchase date.

2. Extended Support - Up to Ten Years:

We also offer extended support for up to ten years from the date of purchase. This includes repair or replacement of genuine Redkey USB devices, handled at our discretion following successful troubleshooting. All shipping costs are the customer’s responsibility, including return postage of $13.95 USD flat return shipping and handling fee. Replacement devices may be refurbished, fully tested, and in good working order. The extended support period also counts from the original purchase date.

3. Redkey Devices Only:

Extended support applies only to Redkey USB devices. Other items, such as Bluekeys, Greenkeys, cables, or accessories, are covered under the standard two-year warranty. These are also subject to the $13.95 USD return shipping and handling fee where applicable.

4. Consumer Law and Your Rights:

We are committed to providing all our customers with outstanding protection and peace of mind. This warranty works alongside your legal rights and does not replace them. Under UK law, the Consumer Rights Act 2015 entitles you to a repair, replacement, or refund for faulty goods. Our two-year warranty offers clear and straightforward coverage, ensuring you’re supported well beyond the minimum legal requirements. In addition, our ten-year extended support further enhances protection for customers in the UK, EU, USA, Australia, and around the world.

5. Shipping Costs in Certain Regions:

In some regions-such as Mexico, Brazil, Saudi Arabia, and the UAE-shipping costs may be higher due to courier restrictions or local conditions. In such cases, we may apply an additional return shipping charge above the standard $13.95 USD fee. If this applies, we’ll always notify you before any return is made.

6. What’s Not Covered:

This warranty does not cover damage caused by accidents, misuse, unauthorised repairs, or normal wear and tear. Cosmetic damage is also excluded. Devices sold via Makuake in Japan during 2022 and 2023 are covered under seperate terms. That said, we always want to help if we can-so if you believe there’s a special circumstance or you’d simply like to explain your situation, please get in touch. We’ll always do our best to find a fair and supportive solution.

7. How to Make a Claim:

To begin a claim, visit https://redkeyusb.com/pages/contact and select "Warranty" as your reason. Please include your order number, product serial number, and a brief description of the issue. If return is required, send the item securely packed to:

Redkey USB Ltd
128 City Road
London
EC1V 2NX
United Kingdom

8. Older Devices Still Covered:

We’re proud to say this policy covers all Redkey USB devices ever sold, including those from our 2018 launch and early crowdfunding campaigns, even before the formal introduction of ten-year support in 2024.

9. Money-Back Guarantee:

This warranty is separate from our 30-day money-back guarantee, which applies to eligible returns under its own terms.

10. Updates to This Policy:

We occasionally update our policies to reflect changes in service or law. The latest version is always available on our website.

11. Governing Law:

This policy is governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.

This policy forms part of our Terms of Service.

Last updated: June 30, 2025