Warranty, Returns & Refunds

REDKEY USB LTD
WARRANTY, RETURNS AND REFUNDS POLICY

Version: 9.0 (March 2026)
Effective Date: 11 March 2026
Previous Version: 8.0 (superseded in full)

QUICK REFERENCE GUIDE

OUR COMMITMENT TO YOU:
- 90-day money back guarantee on eligible unopened items
- 2-year standard warranty on manufacturing defects
- Up to 10 years extended support on Redkey USB devices

Summary

IMPORTANT: Consumer Users have statutory rights under the Consumer Rights Act 2015 that cannot be excluded by this Policy. These include the right to reject faulty goods within 30 days for a full refund.

This Quick Reference is for guidance only. The full legal terms below apply.

SECTION 1: YOUR STATUTORY RIGHTS

1.1 Statutory Rights Cannot Be Excluded

This Policy is in addition to your statutory rights under applicable law and does not replace, limit, or exclude those rights. Consumer Users have statutory rights under the Consumer Rights Act 2015 and other applicable consumer protection legislation that cannot be excluded or limited by contract.

1.2 Consumer Rights Act 2015 - Key Rights

If you are a Consumer User, your statutory rights include:
(a) the right to receive goods that are of satisfactory quality;
(b) the right to receive goods that are fit for a particular purpose made known to us;
(c) the right to receive goods that match the description, sample, or model;
(d) the right to receive goods with good title and quiet possession;
(e) the right to reject faulty goods within 30 days and receive a full refund;
(f) the right to a repair or replacement if goods are faulty;
(g) the right to a price reduction or final right to reject if repair or replacement is not possible or unsuccessful; and
(h) the right to receive services with reasonable care and skill.

1.3 Hierarchy of Rights

Your statutory rights under the Consumer Rights Act 2015 take precedence over any term in this Policy. Where this Policy provides more favourable terms than your statutory rights, those terms apply in addition to your statutory rights. Where this Policy provides less favourable terms than your statutory rights, your statutory rights prevail.

1.4 Policy Hierarchy

For matters relating to returns, refunds, cancellation rights, warranty, extended support, shipping responsibilities for claims, and after-sales rights and remedies, this Policy prevails over the End User Licence Agreement to the extent of any inconsistency.

SECTION 2: 14-DAY COOLING-OFF PERIOD (CONSUMER USERS ONLY)

2.1 Statutory Cooling-Off Right

If you are a Consumer User, you have a statutory right to cancel your order within 14 calendar days without giving any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period expires 14 days after the day on which you or a third party indicated by you (other than the carrier) acquires physical possession of the goods.

2.2 Exceptions to Cooling-Off Right

The 14-day cooling-off right does NOT apply to:
(a) sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery (this includes opened software or activated devices);
(b) goods which are, after delivery, according to their nature, inseparably mixed with other items;
(c) digital content which is not supplied on a tangible medium if the performance has begun with your prior express consent and your acknowledgment that you thereby lose your cancellation right;
(d) goods made to your specifications or clearly personalised; and
(e) newspapers, periodicals, or magazines.

2.3 Exercise of Cancellation Right

To exercise your right to cancel within the 14-day period, you must inform us of your decision to cancel by a clear statement by post to Redkey USB Ltd, 128 City Road, London, EC1V 2NX, United Kingdom, or by email to contact@redkeyusb.com. You may use the model cancellation form in our Terms of Service but are not required to do so.

2.4 Effects of Cancellation

If you cancel within the 14-day period:
(a) we will reimburse all payments received from you including standard delivery costs;
(b) we will make the reimbursement without undue delay and not later than 14 days after the day on which we receive the goods back from you or, if earlier, the day on which you provide evidence that you have returned the goods;
(c) we will make the reimbursement using the same means of payment as you used for the initial transaction unless you expressly agree otherwise;
(d) you shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation;
(e) you will have to bear the direct cost of returning the goods; and
(f) you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

SECTION 3: 90-DAY MONEY BACK GUARANTEE (COMMERCIAL GOODWILL POLICY)

3.1 Goodwill Policy (Not a Statutory Right)

In addition to your statutory rights, we offer a commercial 90-day money back guarantee on eligible items as a gesture of goodwill. This is NOT a statutory right and does not affect your statutory 14-day cooling-off period or your statutory rights under the Consumer Rights Act 2015.

3.2 Eligibility for 90-Day Guarantee

To be eligible for a refund under our 90-day money back guarantee, items must be:
(a) unused;
(b) unopened;
(c) in original condition with all packaging, accessories, and documentation; and
(d) returned with proof of purchase.

3.3 Redkey USB Device Requirements

For Redkey USB devices, additional requirements apply:
(a) the security seal must remain intact and unbroken;
(b) the device must not have been activated or used; and
(c) the device must be in resalable condition.

Change of mind returns are only accepted for unopened, unactivated devices. This policy maintains digital hygiene and protects both existing and future customers.

3.4 Return Shipping Costs for 90-Day Returns

You are responsible for return shipping costs for returns under the 90-day guarantee. Original outbound shipping costs are not refunded unless the return is due to our error or a faulty product.

3.5 Refund Processing

Refunds under the 90-day guarantee will be processed within 14 days of receiving the returned item in acceptable condition. Refunds will be made using the original payment method unless otherwise agreed.

SECTION 4: FAULTY GOODS - STATUTORY RIGHTS AND REMEDIES

4.1 Reporting Faults

If your item arrives faulty, develops a defect, or does not work as expected, you must contact us BEFORE returning anything. We will review your report and advise on the appropriate next steps. Contact us at contact@redkeyusb.com or through our support form.

4.2 Proof of Purchase Required

All warranty claims require proof of purchase. Acceptable proof includes:
(a) order confirmation email;
(b) invoice;
(c) receipt; or
(d) bank/credit card statement showing the purchase.
Warranty applies only to genuine Redkey products purchased directly from us or authorised resellers.

4.3 Serial Number Verification

For security and fraud prevention, we may refuse claims where serial numbers are missing, altered, tampered with, or do not match our records. You must provide the serial number when making a claim.

4.4 Right to Reject Within 30 Days (Consumer Users)

If you are a Consumer User and the goods are faulty, not as described, or unfit for purpose, you have the statutory right to reject them within 30 days of receipt and receive a full refund including standard delivery costs. This is your short-term right to reject under the Consumer Rights Act 2015.

4.5 Repair or Replacement (30 Days to 6 Months)

If you are a Consumer User and discover a fault after 30 days but within 6 months of receipt:
(a) you are entitled to a repair or replacement;
(b) you are responsible for shipping the item to us in the first instance;
(c) if the item is confirmed faulty, we will reimburse your reasonable return shipping costs up to the value of the original shipping charge paid on the order;
(d) we will bear the cost of shipping the repaired or replacement item back to you; and
(e) the burden of proof is on us to show that the fault did not exist at the time of delivery.

4.6 Repair or Replacement (6 Months to 2 Years)

If you are a Consumer User and discover a fault after 6 months but within 2 years of receipt:
(a) you are entitled to a repair or replacement;
(b) you are responsible for shipping the item to us;
(c) we are responsible for shipping the repaired or replacement item to you; and
(d) the burden of proof shifts to you to show that the fault existed at the time of delivery.

4.7 Final Right to Reject or Price Reduction

If repair or replacement is not possible, is unsuccessful, or would cause significant inconvenience, Consumer Users have the right to:
(a) keep the goods and receive a price reduction (up to a full refund); or
(b) reject the goods and receive a full refund.

SECTION 5: STANDARD WARRANTY (UP TO 2 YEARS)

5.1 Warranty Coverage

We warrant that for a period of 2 years from the date of delivery:
(a) the Product will be free from material defects in design, materials, and workmanship;
(b) the Product will be fit for the purpose for which products of that kind are usually supplied; and
(c) the Product will perform substantially in accordance with the Documentation.

5.2 What the Warranty Covers

The standard warranty covers:
(a) manufacturing defects;
(b) component failures under normal use;
(c) defects in materials or workmanship; and
(d) failures to perform in accordance with specifications.

5.3 What the Warranty Does Not Cover

The standard warranty does NOT cover:
(a) damage caused by accident, misuse, abuse, or negligence;
(b) damage caused by failure to follow instructions or operating guidelines;
(c) normal wear and tear;
(d) cosmetic damage that does not affect functionality;
(e) damage caused by unauthorised repair or modification;
(f) damage caused by use with incompatible equipment;
(g) damage caused by power surges, spikes, or interruptions;
(h) damage caused by environmental conditions outside specified operating parameters;
(i) consumable parts or accessories unless defective on arrival; and
(j) any other exclusions set out in Section 6.

5.4 Warranty Claims Process

To make a warranty claim:
(a) contact us at contact@redkeyusb.com BEFORE returning anything;
(b) provide your order number, serial number, and description of the fault;
(c) follow our instructions for return;
(d) package the item securely; and
(e) include proof of purchase and your contact details.

5.5 Remedy Options

At our discretion, we will either:
(a) repair the defective Product;
(b) replace the defective Product with a new or refurbished unit of equivalent specification; or
(c) if repair or replacement is not possible or practical, provide a refund of the purchase price.

5.6 Replacement Units

Replacement units may be new or refurbished but will:
(a) be fully tested and in good working order;
(b) be functionally equivalent to the original;
(c) be covered by the remaining warranty period of the original or 90 days, whichever is longer; and
(d) may be a different model if the original is no longer available.

SECTION 6: EXCLUSIONS FROM WARRANTY

6.1 General Exclusions

This warranty does not cover and we are not responsible for:
(a) accidental damage including drops, impacts, liquid damage, or crushing;
(b) misuse including use contrary to instructions or for purposes for which the Product was not designed;
(c) abuse including excessive or unreasonable use;
(d) unauthorised repair, modification, or tampering including opening the device or removing labels;
(e) normal wear and tear including cosmetic deterioration from normal use;
(f) cosmetic damage not affecting functionality including scratches, dents, or discolouration;
(g) products from unauthorised sellers including counterfeit or grey market goods;
(h) issues arising from failure to follow instructions or compatibility guidance; and
(i) any damage caused by your negligence or breach of the EULA.

6.2 High-Risk Function Exclusions

Damage resulting from the use of high-risk functions is NOT covered by this warranty, including:
(a) ATA Secure Erase and NVMe Sanitize overwrite operations;
(b) manual adjustment of HPA (Host Protected Area) or DCO (Device Configuration Overlay);
(c) erasing USB flash drives or MMC media using ATA-to-USB commands;
(d) using ATA over USB mode on USB flash drives and MMC/flash media cards;
(e) using hidden sanitize overwrite operations on SSDs;
(f) making HPA adjustments to values other than zero; and
(g) any other function marked as "high risk" or "at your own risk" in the Documentation.

6.3 Specific Device Exclusions

Damage to certain devices is NOT covered by this warranty, including:
(a) certain Mac disks that are known to lock up or enter a fail state after wiping;
(b) NVMe and SSD devices that become "bricked" after wipe operations;
(c) devices damaged due to power interruption during wipe operations; and
(d) devices with hardware defects, firmware issues, or inaccessible storage areas.

6.4 No Fault Found

If an item is returned under warranty and no fault is found after testing, or if the issue is determined to be caused by misuse, user error, or factors outside our control:
(a) we may charge a reasonable handling fee;
(b) you will be responsible for return shipping costs; and
(c) we will provide an explanation of our findings.

SECTION 7: EXTENDED SUPPORT (2 TO 10 YEARS)

7.1 Eligibility for Extended Support

After the 2-year standard warranty period expires, we continue to provide limited support for genuine Redkey USB devices for up to 10 years from the original purchase date, subject to the terms of this Section.

7.2 Scope of Extended Support

Extended support is provided at our sole discretion and is subject to:
(a) product availability and parts availability;
(b) the condition of the returned device;
(c) the nature and cause of the issue; and
(d) economic viability of repair.

7.3 Extended Support Is Not Guaranteed

Extended support is NOT guaranteed and may be refused where:
(a) parts are no longer available;
(b) the device is beyond economical repair;
(c) the issue is due to factors outside our control;
(d) the device has been modified or tampered with; or
(e) we determine that support cannot reasonably be provided.

7.4 Shipping Costs for Extended Support

You are responsible for all shipping costs for extended support:
(a) you are responsible for shipping the item to us;
(b) if repair or replacement is approved, you are also responsible for return shipping costs; and
(c) we will invoice you for return shipping before dispatching the repaired or replacement item.

7.5 Replacement Units Under Extended Support

Replacement units provided under extended support:
(a) may be refurbished;
(b) will be fully tested and in good working order;
(c) will be functionally equivalent to the original;
(d) will be covered by a 90-day warranty on the replacement; and
(e) may be a different model if the original is no longer available.

SECTION 8: TECHNICAL SUPPORT

8.1 Contact Channels

Technical support is available via:
(a) contact form at https://redkeyusb.com/contact; and
(b) email at support@redkeyusb.com.
We do not provide telephone support or on-site support.

8.2 What Support Covers

Our technical support team can assist with:
(a) general product enquiries and feature explanations;
(b) troubleshooting technical issues;
(c) guidance on proper use and configuration;
(d) activation and licence-related queries; and
(e) warranty claim initiation.

8.3 Support Limitations

Technical support does NOT include:
(a) data recovery from wiped devices (we cannot and do not provide data recovery services);
(b) third-party compatibility beyond our published specifications;
(c) support for devices not owned by you;
(d) on-site, telephone, or call-out support;
(e) support for devices that have been tampered with, modified, or used contrary to instructions; and
(f) training or education services.

8.4 Response Times

We aim to respond to support requests within 2-3 Business Days on a best-efforts basis. Response times are not guaranteed and may vary depending on volume and complexity of enquiries.

8.5 Support Availability

Support is available during our normal business hours (UK time), Monday to Friday excluding UK public holidays. Support is not available on weekends or public holidays.

SECTION 9: WARRANTY TRANSFER

9.1 Transfer Process

Redkey USB hardware may be sold or transferred to a new owner, but warranty benefits do not automatically transfer. To transfer warranty:
(a) the current owner must complete the warranty transfer process;
(b) visit https://redkeyusb.com/pages/warranty-transfer; and
(c) submit a transfer request with proof of purchase or transfer documentation.

9.2 Effect of Transfer

Once a transfer is approved:
(a) the new owner is registered in our system;
(b) the new owner may make warranty claims subject to this Policy;
(c) the remaining warranty period transfers to the new owner; and
(d) until transfer is complete, claims may only be made by the original registered owner.

9.3 Transfer Limitations

Warranty transfer is subject to:
(a) the product being genuine and purchased from us or an authorised reseller;
(b) the product not being reported lost or stolen;
(c) completion of the transfer process by both parties; and
(d) acceptance of our Terms of Service and EULA by the new owner.

SECTION 10: DIGITAL PRODUCTS AND SOFTWARE

10.1 Digital Products

Digital software upgrades, licence-based services, and digital products cannot be refunded once used, accessed, downloaded, or activated, except where required by applicable law including the Consumer Rights Act 2015.

10.2 Consumer Rights for Digital Content

If you are a Consumer User, you have statutory rights regarding digital content including:
(a) the right to digital content of satisfactory quality;
(b) the right to digital content fit for purpose; and
(c) the right to a repair, replacement, or price reduction if digital content is faulty.
These rights are in addition to any terms in this Policy.

SECTION 11: PRODUCT-SPECIFIC TERMS

11.1 Redkey USB Devices

Extended support (2-10 years) applies specifically to Redkey USB devices (data erasure devices). Other items have different warranty terms as set out below.

11.2 Cables and Accessories

Cables, adapters, and accessories are covered by the standard 2-year warranty only unless otherwise stated. Extended support does not apply to these items.

11.3 Consumables

Consumable items including labels, stickers, and packaging materials are not covered by warranty except where defective on arrival.

11.4 Special Programmes

Makuake Japan customers may have additional extended guarantees as set out in our Japanese Customer Support Policy. Refer to that Policy for details.

SECTION 12: HOW TO REQUEST A RETURN, REFUND, OR WARRANTY CLAIM

12.1 Contact Us First - RMA Required

You MUST contact us BEFORE sending anything back. Returns sent without prior approval and a valid RMA (Return Merchandise Authorisation) number may be refused or subject to handling fees.

12.2 Request Process

To request a return, refund, or warranty claim:
(a) go to https://redkeyusb.com/contact;
(b) select the appropriate request type;
(c) provide your order number, serial number (if applicable), and a detailed description of the issue;
(d) attach any relevant photos or documentation; and
(e) wait for approval and RMA number before sending the item.

12.3 RMA Number

Once your return request is approved, we will issue an RMA number. You MUST include this RMA number with your returned item. Returns without a valid RMA number may be refused or delayed.

12.4 Return Address

Approved returns should be sent to:

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

12.5 Packaging Requirements

Please:
(a) include your order number, RMA number, and a copy of the approval email inside the parcel;
(b) package the item securely to prevent damage in transit;
(c) use a trackable shipping method; and
(d) retain proof of postage until your return is processed.

SECTION 13: REFUND PROCESSING

13.1 Refund Methods

Refunds will be made using the original payment method unless otherwise agreed. If the original payment method is no longer available, we will arrange an alternative refund method with you.

13.2 Refund Timing

Refunds will be processed:
(a) within 14 days of receiving the returned item for statutory cooling-off returns;
(b) within 14 days of accepting a return under the 90-day guarantee; and
(c) within 14 days of determining that a refund is appropriate for a warranty claim.

13.3 Deductions from Refunds

We may deduct from refunds:
(a) the original outbound shipping costs for change of mind returns (unless the item is faulty);
(b) any diminished value due to handling beyond what is necessary to establish nature, characteristics, and functioning; and
(c) any handling fees for items returned without fault where no fault is found; and
(d) where we agree to reimburse return shipping on a faulty goods claim, reimbursement may be limited to the value of the original shipping charge paid on the order.

SECTION 14: LEGAL FRAMEWORK

14.1 Definitions

Terms used in this Policy have the meanings given in our Terms of Service, including:
(a) "Business Day" means any day other than Saturday, Sunday, or UK public holiday;
(b) "Consumer User" means an individual buying mainly for personal, domestic use; and
(c) "Business User" means a person or organisation buying for trade, business, or professional use.

14.2 Governing Law

This Policy is governed by the laws of England and Wales. For jurisdiction and dispute resolution, see our Terms of Service.

14.3 Policy Status

This Policy forms part of our Terms of Service and is incorporated by reference therein.

SECTION 15: GENERAL PROVISIONS

15.1 Events Outside Our Control

We are not responsible for failure or delay in performing our obligations under this Policy caused by events outside our reasonable control including severe weather, war, terrorism, riots, embargoes, pandemics, supply chain disruption, or shortages of transport, fuel, labour, or materials.

15.2 Severability

If any provision of this Policy is found to be invalid, illegal, or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

15.3 Changes to This Policy

We may update this Policy from time to time. The latest version is available at https://redkeyusb.com/policies/refund-policy. Material changes will be notified to registered customers by email.

SECTION 16: CONTACT INFORMATION

For returns, refunds, warranty claims, and support:

Email: contact@redkeyusb.com or support@redkeyusb.com
Website: https://redkeyusb.com/contact

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

This Warranty, Returns and Refunds Policy forms part of our Terms of Service.

Document Version: 9.0 (March 2026)
Last Updated: 11 March 2026
Next Review Date: March 2027

Copyright (c) Redkey USB Ltd. All rights reserved.