Returns and order issues
We want the HarnessKeys order experience to be clear before and after purchase. This policy explains when to contact us, what information helps, and how damaged, incorrect, defective, or unused items are reviewed.
If there is a problem with your order, contact support@harnesskeys.com before sending anything back. Include your order number, the email used at checkout, a short description of the issue, and clear photos when the issue is visible.
Returns sent without contacting support first may be harder to identify and may delay review.
If your HarnessKeys arrives damaged, incorrect, or not working as expected, contact us promptly. Photos or short videos can help us understand whether the issue is shipping damage, fulfillment error, hardware defect, setup confusion, or normal variation between batches.
Depending on the review, we may help with troubleshooting, replacement, return instructions, or another reasonable resolution.
Unused items may be eligible for return when they are in resellable condition with included packaging, accessories, and order information. Eligibility can depend on the order date, destination, fulfillment condition, and applicable consumer rules in your location.
Items that show wear, missing parts, modified firmware, physical damage, or signs of misuse may not qualify for a full refund.
Original shipping fees, return shipping fees, customs charges, import duties, payment-provider fees, or carrier service charges may not be refundable unless required by applicable law or unless the issue was caused by our fulfillment error.
If a return is approved, support will explain the expected return path and any cost that may apply before you ship the item.
Approved refunds are usually issued back to the original payment method after the return or claim review is completed. Your bank, card issuer, or payment provider controls how long the refund takes to appear after it is issued.
If a refund confirmation has been sent but you do not see it yet, check with your payment provider before opening a duplicate request.
If you need to cancel an order, contact us as soon as possible. We can review cancellation requests before fulfillment, but once a package has shipped, the order usually needs to follow the return or delivery-problem process.
Include the order number and the reason for cancellation so support can locate the order quickly.
Send your order number, checkout email, issue summary, product photos, package photos, and tracking number if the package has already shipped.