Returns, Refunds & Cancellations

Last updated 2026-11-04

This policy covers orders from the online shop on keyclinic.co.za. It is part of our Terms of Sale.

1. Changed your mind: 7-day cooling-off

You may cancel an online order, without giving a reason, at any time before it is dispatched or collected, and up to 7 days after you receive the goods.

• To cancel, send us your order reference and the word "cancel": WhatsApp 073 295 7708, call 073 295 7708, or email info@keyclinic.co.za.
• Return the item unused, in its original condition and packaging. You pay the cost of sending it back to us; we pay nothing else and charge you nothing else.
• We refund the full amount you paid for the item, including any delivery fee you paid us, within 30 days of your cancellation, and usually much sooner.

Items made to order for your vehicle

The 7-day cooling-off right does not apply to goods made to your specification. That includes keys that we have cut to your key code or vehicle, and keys, remotes or modules that we have coded or programmed to your vehicle. We always tell you before you pay if an item will be made to order. These items can still be returned if they are defective (section 2).

2. Faulty or wrong items

If an item is defective, or is not what you ordered, tell us as soon as you notice, with your order reference and a photo or short description of the problem. Under the Consumer Protection Act you can return defective goods within 6 months of delivery, and you choose whether we repair it, replace it or refund you.

• We pay the courier cost of returning a defective or wrong item to us, and of sending you the replacement.
• We test the item when it arrives. If the fault was caused by fitting, coding or programming done by someone other than Key Clinic or an authorised Key Clinic agent, or by misuse, it is not a defect; we will explain what we found and send the item back to you.

Our own warranty, which runs on top of these rights, is in section 7 of the Terms of Sale.

3. Damaged in transit

If your parcel arrives damaged or something is missing, tell us within 48 hours with a photo. We deal with the courier and replace or refund the item at our cost.

4. Cancelling before you pay, or if we can't supply

You can cancel an unpaid order at any time; just tell us. If we cannot supply an item, or cannot dispatch it within 30 days of payment, we refund you in full.

5. How refunds are paid

Refunds go back to the account or card you paid from. For EFT payments we pay the refund by EFT into the account you paid from, and we may ask for proof of payment to confirm it. Card payments are refunded to the same card. We never refund to a different person's account.

6. Questions or problems

Contact us first: WhatsApp 073 295 7708, call 073 295 7708, or email info@keyclinic.co.za. If we cannot resolve it, you can contact the Consumer Goods and Services Ombud at cgso.org.za. Please talk to us before you dispute a payment with your bank; we can usually fix the problem faster.