Warranty, Returns & Refunds

Version: 10.1
Effective date: 18 August 2026
Previous website version: 9.1

This version applies from the effective date above. It does not retrospectively alter an existing contract, statutory right, accepted claim or commercial promise attached to an earlier purchase.

This Policy explains cancellation, returns, refunds, the two-year commercial warranty and extended support for Redkey products. It forms part of our Terms of Service.

The cancellation, return and refund provisions apply to products bought directly from Redkey USB Ltd. The two-year commercial warranty may also apply to an eligible product bought from an authorised reseller. Contact the seller first because it is normally responsible for the sale contract.

Nothing in this Policy limits a right or remedy that applicable law gives you.

Quick reference

This table is a guide. The detailed rules below apply, and statutory rights take priority.

Different rules apply to physical goods, digital content, paid services and Business Customers. Please read the full Policy.

1. About us and important definitions

Redkey USB Ltd is a company registered in England and Wales under company number 11257207.

Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: contact@redkeyusb.com
Website: https://redkeyusb.com

In this Policy:

1.1 A Consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

1.2 A Business Customer is a person or organisation acting for purposes relating to a trade, business, craft or profession.

1.3 A Redkey Erasure Product is a physical Redkey USB product supplied with a licence for data-erasure software.

1.4 An Accessory is a cable, lanyard, label, sticker, adapter, case or other item that does not itself erase data unless its product page expressly says otherwise.

1.5 A Digital Upgrade is separately supplied digital content that changes the licensed edition or features of a qualifying Redkey device.

1.6 The Redkey Physical Fit Model is a permanently non-functional physical sample for checking fit, clearance, casing, dimensions or packaging. It cannot be activated, run Redkey software, erase disks or create reports. Its intended lack of electronic function is not a fault.

1.7 Business Day means Monday to Friday, excluding public holidays in England and Wales.

2. Statutory rights come first

2.1 This Policy adds to, and does not replace or restrict, rights that applicable law gives you.

2.2 UK Consumers are entitled to goods that are of satisfactory quality, fit for any purpose made known to us and as described. They are also entitled to good title. Digital content must be of satisfactory quality, fit for purpose and as described. Services must be performed with reasonable care and skill.

2.3 Depending on the circumstances, statutory remedies can include rejection and refund, repair, replacement, repeat performance, price reduction or compensation. A warranty expiry does not by itself end every statutory right.

2.4 Consumers outside the United Kingdom may have additional mandatory rights under the law that applies where they live. Those rights continue to apply.

2.5 Where this Policy gives a more favourable commercial promise, that promise applies in addition to statutory rights. Where it is less favourable, mandatory law prevails.

3. Consumer cancellation right for distance sales

3.1 Physical goods

3.1.1 A Consumer who buys physical goods online or at a distance usually has 14 days to cancel without giving a reason. For a single delivery, the period ends 14 days after the day on which the Consumer, or a person nominated by the Consumer other than the carrier, takes physical possession.

3.1.2 If one order is delivered in separate lots or pieces, the period normally ends 14 days after the day the last lot or piece is received. For regular delivery of goods over a defined period, it normally runs from receipt of the first delivery.

3.1.3 To cancel, tell us clearly before the cancellation period ends. Email contact@redkeyusb.com or use https://redkeyusb.com/pages/contact. You do not need to give a reason and do not have to use a particular form.

3.1.4 After telling us that you are cancelling, send the goods back without undue delay and no later than 14 days after that notice. We will provide the correct return address and any reference needed to identify the parcel.

3.1.5 You normally pay the direct cost of returning goods cancelled under this statutory right, provided we informed you of that responsibility before the contract. Use suitable packaging and obtain proof of postage.

3.1.6 You may inspect goods as you reasonably could in a shop. We may reduce the refund to reflect diminished value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

3.1.7 Opening or activating a physical Redkey does not by itself automatically remove every cancellation right. The statutory exception for sealed computer software may apply if software was supplied sealed and the seal was broken after delivery. Excessive handling or use may also reduce the refund. We will assess the legal nature of the supply and the condition of the product fairly in the individual case.

3.2 Digital content and Digital Upgrades

3.2.1 Different cancellation rules apply to digital content that is not supplied on a tangible medium. If you ask us to begin supply during the 14-day cancellation period, the right to cancel is lost only where the legal conditions are met, including that before supply begins:

• you give prior express consent to immediate supply;
• you acknowledge that beginning supply will cause you to lose the cancellation right; and
• we provide the confirmation required by law on a durable medium.

3.2.2 If those conditions are not met, activation, access or download does not automatically remove the statutory cancellation right.

3.2.3 If an order contains both physical goods and separately supplied digital content, each part is treated according to its legal nature. Cancelling one part does not necessarily cancel the other. We will explain the effect before processing the cancellation.

3.3 Services begun during the cancellation period

3.3.1 If a Consumer expressly asks us to begin a paid service during the cancellation period and then cancels, we may charge a proportionate amount for service properly supplied before cancellation only where the legal conditions for that charge have been met.

3.4 Refund after statutory cancellation

3.4.1 We will refund the price and the cost of our least expensive standard delivery option. We do not have to refund the extra cost of an enhanced delivery method chosen by the Consumer.

3.4.2 We will refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, receive evidence that they were sent back. For a contract that does not require goods to be returned, the statutory deadline runs from notice of cancellation.

3.4.3 We may withhold a goods refund until we receive the goods or evidence of return, whichever happens first.

3.4.4 We will normally refund using the original payment method and will not charge a refund fee. A different method may be used if the customer expressly agrees and does not incur a fee as a result.

4. Exceptions to the statutory cancellation right

4.1 The law contains exceptions. Relevant examples may include:

• sealed computer software after the seal has been broken;
• goods made to the Consumer’s specifications or clearly personalised;
• digital content not supplied on a tangible medium after valid express consent, acknowledgement and commencement of supply as described in section 3; and
• goods that become inseparably mixed with other items after delivery.

4.2 We will not treat a product as excluded merely because it has been opened or activated where the legal requirements for an exception have not been met.

4.3 These exceptions do not remove remedies for a product that is faulty, damaged, unsafe or not as described.

5. Additional 90-day money-back guarantee

5.1 In addition to statutory rights, we offer a 90-day change-of-mind guarantee on eligible items bought directly from us. This is a commercial goodwill promise, not a replacement for the Consumer’s statutory cancellation right.

5.2 The 90-day period begins on the day after physical delivery. Tell us within that period if you wish to use the guarantee and, after receiving return instructions, send the item back without unreasonable delay.

5.3 To qualify, the item must be:

• unopened and unused;
• unactivated, where activation applies;
• complete with its original packaging, accessories and documentation;
• in its original resalable condition; and
• accompanied by proof of purchase or other reasonable evidence of the transaction.

5.4 For a sealed Redkey Erasure Product, the security or software seal must remain intact. A Digital Upgrade or other digital content is not eligible under this goodwill guarantee after supply has begun. Statutory digital-content rights still apply.

5.5 An unopened Redkey Physical Fit Model may be returned under this guarantee on the same basis as other eligible physical goods. Its stated lack of electronic function is not a reason to treat it as faulty.

5.6 The customer pays return postage under this goodwill guarantee. We do not refund the original delivery charge unless the law requires it, the product is faulty or misdescribed, or we sent the wrong item.

5.7 We may exclude a bespoke, personalised, clearance, volume or specially quoted order from this goodwill guarantee only if the exclusion was clearly stated before the order was placed. Statutory rights remain unaffected.

5.8 We will inspect the returned item and normally issue an approved goodwill refund within 14 days after receiving it.

6. Faulty, damaged, unsafe or misdescribed physical goods

6.1 If a product is faulty, damaged on arrival, unsafe, not as described or not fit for a purpose you made known to us, contact us promptly at contact@redkeyusb.com or https://redkeyusb.com/pages/contact. Product-safety concerns and incident-reporting guidance are also set out in our Product Safety and GPSR Information.

6.2 Please include the order number, serial number where applicable, a description of the problem and any helpful photographs or error details. A photograph can help but we will not reject a valid claim merely because one is unavailable.

6.3 A UK Consumer normally has a short-term right to reject non-conforming goods within 30 days. If the Consumer chooses repair or replacement during that period, the statutory time rules for the short-term right apply.

6.4 After the short-term rejection period, a Consumer will usually have the right to repair or replacement. The chosen remedy need not be provided if it is impossible or disproportionate compared with the alternative remedy.

6.5 Repair or replacement must be provided within a reasonable time, without significant inconvenience and without the Consumer bearing the necessary cost. If repair or replacement is impossible, disproportionate, unsuccessful or not provided as required, the Consumer may have a right to a price reduction or final rejection and refund.

6.6 If a fault appears within the first six months, UK law generally presumes that it was present at delivery unless we prove otherwise or the presumption is incompatible with the nature of the goods or fault. After six months, the Consumer may need to show that the product failed to conform when delivered. This does not impose a fixed legal expiry date on all claims.

6.7 We will pay or reimburse reasonable, necessary return costs for goods validly returned because they are faulty, damaged, unsafe, misdescribed or not fit for purpose. We may provide a prepaid method. Please follow reasonable instructions so avoidable costs are not incurred. We will not cap reimbursement at the original outbound delivery charge where the law requires us to bear the necessary return cost.

6.8 If inspection finds no fault, we will explain our findings. We will not charge a Consumer an undisclosed handling or testing fee or make a statutory remedy conditional on payment. If the product was damaged by misuse rather than a defect, we may offer a paid repair or return shipment with the customer’s agreement.

7. Faulty digital content and Digital Upgrades

7.1 Digital content must be of satisfactory quality, fit for purpose and as described. If it is faulty, a UK Consumer may be entitled to repair or replacement. If that is impossible or is not provided within a reasonable time and without significant inconvenience, the Consumer may be entitled to a price reduction, which can be up to the full price in an appropriate case.

7.2 If faulty digital content supplied by us damages a Consumer’s device or other digital content, and the damage would not have occurred had we used reasonable care and skill, the Consumer may be entitled to repair or compensation as provided by law.

7.3 A Digital Upgrade does not restart the commercial warranty on the underlying physical Redkey device. The remaining hardware warranty continues on its original timetable.

8. Two-year commercial warranty

8.1 We provide a two-year commercial warranty from delivery on eligible physical products bought directly from us or an authorised reseller. It is an additional benefit and does not replace statutory rights.

8.2 The warranty covers material defects in the design, materials or workmanship of:

• the hardware of a Redkey Erasure Product;
• the physical manufacture of a Redkey Physical Fit Model; and
• cables, adapters, cases and other durable Accessories supplied as products.

8.3 The Physical Fit Model is warranted only as the non-functional item described on its product page. It is not warranted to operate electronically.

8.4 Stickers, labels, packaging and similar consumable or promotional items are covered only if missing, damaged or materially defective on delivery, unless their product page expressly provides a longer promise.

8.5 Digital content is covered by applicable statutory rights and the EULA, rather than by a promise that all third-party computers, disks, controllers, firmware or operating environments will remain compatible for two years.

8.6 The commercial warranty does not cover:

• accidental damage, liquid damage, crushing or loss;
• fair wear and tear or cosmetic change that does not affect function;
• damage caused by use contrary to clear instructions or warnings;
• unauthorised physical modification or attempted repair;
• damage caused by an external power, hardware, firmware or third-party compatibility problem that was not due to our product; or
• a product that is counterfeit, has an altered serial number, or was not supplied by us or an authorised reseller.

8.7 An exclusion does not apply to the extent that our product, instructions, negligence or breach caused the problem. Nothing in this section removes a statutory remedy.

8.8 For an approved warranty claim, we may repair the product, replace it with a new or properly tested refurbished product of equivalent or better function, or refund it where repair or replacement is unavailable or inappropriate. Consumer statutory rules determine the remedy where they apply.

8.9 A replacement may be a different model if the original is no longer available, but it will have equivalent or better material function. A repaired or replacement product remains covered for the longer of the unused part of the original two-year warranty or 90 days. This promise does not shorten any statutory right.

9. Extended support up to 10 years

9.1 After the two-year commercial warranty ends, an eligible genuine Redkey Erasure Product may receive limited extended support until 10 years after the original purchase date.

9.2 Extended support is not a ten-year warranty and does not guarantee free repair or replacement. Depending on the circumstances, it may include troubleshooting, an offered repair, a refurbished replacement or another practical solution.

9.3 Availability depends on the product’s condition, the nature of the issue, parts and replacement stock, technical feasibility and reasonable economic viability. We will assess requests fairly and explain if we cannot offer a repair or replacement.

9.4 Unless we agree otherwise, the customer pays shipping both ways and any agreed repair, replacement or handling charge after the two-year warranty. We will explain the proposed charge and obtain agreement before carrying out paid work.

9.5 A replacement offered under extended support may be refurbished or a different model with equivalent material function. Unless a longer period is stated in writing, it is covered against defects in the supplied replacement for 90 days.

9.6 Extended support applies to Redkey Erasure Products, not to Accessories, Physical Fit Models, consumables or packaging unless we expressly agree otherwise.

9.7 Extended support is separate from lifetime software updates. The meaning and limits of lifetime software updates are set out in the EULA.

10. Business Customers

10.1 The statutory distance-sale cancellation right in section 3 is for Consumers and does not apply to a Business Customer.

10.2 Unless a quotation, framework agreement or product-specific term agreed before purchase says otherwise, the 90-day guarantee and two-year commercial warranty apply to direct Business purchases on the same eligibility conditions.

10.3 Bespoke, volume, tender or specially procured orders may have different written return terms. A Business Customer’s remedies for non-conforming goods are governed by the accepted contract and applicable business-sale law. The liability provisions in the Terms of Service and EULA also apply.

11. Warranty and licence transfer

11.1 A genuine Redkey Erasure Product may be sold or given to a new owner in accordance with https://redkeyusb.com/pages/warranty-transfer.

11.2 The physical Redkey, its associated software licence, the remaining two-year commercial warranty and any remaining eligibility for extended support transfer together. They must not be split or transferred separately.

11.3 A transfer does not restart or extend the warranty or support period. We may ask for the serial number, reasonable evidence of ownership and acceptance of the current EULA by the new owner. We will not refuse a transfer arbitrarily.

11.4 Historical reports remain under the control of the person or organisation that created and stored them. A seller should remove its own confidential files from any media being handed over, but is not required by this Policy to destroy records that it must retain.

12. Earlier special programmes and order-specific promises

12.1 If an order was sold under a named crowdfunding, launch, regional-support or other special programme, any additional written guarantee that formed part of that order continues according to its terms.

The Legacy Makuake Customer Support Policy for the defined October and November 2022 Makuake cohort is available on our website.

12.2 Removing or replacing a public policy page does not extinguish an accrued promise. Please send us the order details if you need a copy of an earlier programme document or want to confirm which terms apply.

13. How to request a return, refund or warranty claim

13.1 Contact us before sending anything so we can identify the order, troubleshoot where appropriate and provide the correct return address and reference. Use contact@redkeyusb.com or https://redkeyusb.com/pages/contact.

13.2 Please provide, where applicable:

• your name and contact details;
• the order number or other reasonable evidence of purchase;
• the serial number;
• the reason for the return or a description of the problem; and
• photographs, error details or other information reasonably useful to the claim.

13.3 We may issue a return reference or RMA number to help match the parcel to the claim. Failure to obtain or include a reference does not remove a statutory right, although it may delay identification and processing.

13.4 Do not send a product to our registered office unless we confirm that it is the correct return address. Package the item securely, use an appropriate service and retain proof of postage.

13.5 We may request a serial number and proof of purchase to prevent fraud and confirm eligibility. We will consider other reasonable evidence if the original receipt is unavailable.

14. Refund method, timing and permissible deductions

14.1 Statutory cancellation refunds are made within the deadlines in section 3. For an accepted statutory fault refund or commercial warranty refund, we will pay without undue delay and within any deadline required by law.

14.2 Refunds are normally made to the original payment method. For a bank transfer or another manual payment, we may verify the originating account or another agreed account for fraud prevention.

14.3 Currency conversion and charges applied by a customer’s bank, card issuer or payment provider are outside our control. We do not deduct our own refund fee.

14.4 A refund under the 90-day guarantee may exclude original delivery and return costs as explained in section 5. A statutory cancellation or fault refund includes delivery or return costs where the law requires.

14.5 For a statutory cancellation, we may deduct diminished value only as permitted by law. We will explain any deduction. We will not impose an undisclosed handling, testing, restocking or administration fee on a Consumer statutory remedy.

15. Wrong item, missing item or transit damage

15.1 Tell us promptly if a parcel is damaged, an item is missing or we sent the wrong item. Photographs of the parcel, label and contents can help us investigate, but we will not reject a valid claim merely because a photograph is unavailable.

15.2 Where we are responsible, we will arrange an appropriate replacement, completion of the order or refund and will bear reasonable necessary return costs.

16. Technical support and warranty triage

16.1 We provide product and claim support through contact@redkeyusb.com and https://redkeyusb.com/pages/contact. Support may include product information, activation or update help, reasonable troubleshooting, published compatibility guidance and warranty-claim triage.

16.2 Technical support is not a data-recovery service and cannot restore data after erasure. It does not guarantee compatibility with third-party hardware or firmware beyond a written representation that formed part of the sale.

16.3 We may ask for screenshots, diagnostic details or an erasure report that is relevant to a support request. Do not send the contents of a target disk or unrelated personal or confidential information. Our Privacy and Data Protection Policy explains how we handle information you choose to send.

16.4 Any response-time target published on a support page is a service target, not a guaranteed resolution time, unless we expressly agree otherwise in writing.

17. Relationship with other terms and changes

17.1 This Policy forms part of our Terms of Service. Mandatory law takes priority. For cancellation, returns, refunds, warranty and extended support, this Policy takes priority over inconsistent general wording in the EULA or another policy, except that the Legacy Makuake Customer Support Policy takes priority for the specific legacy benefits it describes and the Warranty and Ownership Transfer Policy controls transfer mechanics.

17.2 The version in force when we accept an order normally applies to that order. We may improve this Policy for future orders. A later version does not retrospectively remove an accrued statutory right, accepted warranty claim or commercial promise attached to an existing purchase.

17.3 This Policy is governed by the law and jurisdiction provisions in our Terms of Service. A Consumer retains mandatory rights and available courts under the law of their country of residence.

17.4 If one provision is found invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

18. Contact details

For returns, refunds, warranty claims and support:

Email: contact@redkeyusb.com
Contact page: https://redkeyusb.com/pages/contact
Website: https://redkeyusb.com

Postal address for notices only:
Redkey USB Ltd
128 City Road
London, EC1V 2NX
United Kingdom

Do not send a product to the registered office unless we have confirmed it as the correct return address.

Copyright © 2026 Redkey USB Ltd. All rights reserved.

Model cancellation form

Complete and send this form only if you wish to cancel a Consumer contract. You may instead send any clear statement containing the same information.

To: Redkey USB Ltd, contact@redkeyusb.com

I/We give notice that I/We cancel my/our contract of sale for the following goods or digital content / for the supply of the following service:

Order number:

Ordered on / received on:

Name of Consumer(s):

Address of Consumer(s):

Signature of Consumer(s), if submitted on paper:

Date: