Refund policy

Last updated: 21 August 2026

This Return & Refund Policy applies to purchases made through Key & Hide.

Key & Hide is a brand operated by Pichel E-com, a business established in the Netherlands.

Legal business name: Pichel E-com
Brand / trading name: Key & Hide
Registered address: Pastoorsacker 82, 1965SB, Heemskerk
Return address: Pastoorsacker 82, 1965SB, Heemskerk
Chamber of Commerce (KvK) number: 86742825
VAT number: NL
Email: Info@keyandhide.com

Nothing in this policy limits or excludes any mandatory rights you may have under applicable consumer protection law.

1. Right of withdrawal

If you are a consumer purchasing from us online, you generally have the legal right to withdraw from your purchase within 14 days without giving any reason.

For products, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the product.

If one order consists of multiple products that are delivered separately, the withdrawal period starts after you receive the final product from that order.

You may also exercise your right of withdrawal before your order has been delivered.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You can do this:

  • through the withdrawal/cancellation function available on our website;

  • by emailing us at Info@keyandhide.com; or

  • by using the Model Withdrawal Form included at the bottom of this policy.

You do not have to provide a reason for your withdrawal.

2. Returning your order

After informing us that you wish to withdraw from your purchase, you must return the relevant product(s) to us within 14 days.

Returns must be sent to:

Key & Hide / Pichel E-com
Pastoorsacker 82
1965SB, Heemskerk
The Netherlands

The return deadline is met if you send the product before the 14-day return period has expired.

We recommend using a trackable shipping method and keeping your shipping receipt and tracking information until your return has been processed.

Please do not send products to our suppliers, manufacturers or any other address unless we have explicitly instructed you to do so.

3. Return shipping costs

If you exercise your right of withdrawal because you have changed your mind, the direct cost of returning the product is your responsibility, unless we explicitly state otherwise.

If you receive a product that is defective, damaged, incorrect or otherwise does not conform to your order, reasonable return shipping costs will be borne by Key & Hide in accordance with applicable law.

Please contact us before returning a defective, damaged or incorrect product so that we can provide appropriate return instructions.

4. Condition of returned products

During the withdrawal period, you may inspect and handle the product only to the extent necessary to determine its nature, characteristics and functioning, in the same way that you would reasonably be allowed to inspect a product in a physical store.

Where possible, please return the product with its original packaging, accessories and other materials supplied with it.

Original packaging is not, by itself, a condition for exercising your statutory right of withdrawal.

You are responsible for any reduction in value caused by handling or use of the product beyond what is reasonably necessary to inspect it.

For example, a deduction may be made where an item:

  • has been used extensively;

  • has been damaged after delivery;

  • shows avoidable stains, scratches or other signs of use;

  • has been altered by the customer; or

  • has otherwise lost value because of handling beyond what is necessary to inspect it.

Any deduction will be limited to the actual reduction in value.

5. Leather products and natural characteristics

Key & Hide products may be made from natural leather.

Natural leather can contain differences in grain, texture, colour, markings and other characteristics. These variations are inherent to natural leather and make individual products unique.

Such natural variations are not in themselves considered defects, provided that the product otherwise corresponds with the description, images and characteristics that you were reasonably entitled to expect.

This does not affect your statutory rights where a product is genuinely defective or does not conform to your order.

6. Personalised and custom-made products

The statutory right of withdrawal does not apply to products that are made according to your individual specifications or that are clearly personalised.

This may include, for example:

  • products personalised with initials;

  • names or other personal text;

  • custom embossing or engraving;

  • individually selected custom designs made specifically for you; or

  • other products manufactured or modified specifically according to your personal instructions.

Where applicable, we will clearly indicate before purchase that the product is personalised or custom-made and that the statutory right of withdrawal does not apply.

Selecting a standard product option offered by Key & Hide, such as a standard colour or standard model, does not automatically make a product personalised.

The exclusion from the right of withdrawal does not affect your rights if a personalised product is defective, damaged, incorrectly manufactured or does not conform to what was agreed.

7. Refunds

If you validly withdraw from your purchase, we will refund all payments received from you in relation to the returned products.

If you withdraw from your entire order, this includes the cost of our standard delivery method.

If you selected a more expensive delivery method, such as express delivery, we are only required to refund an amount equal to the cost of our standard delivery option.

If you return only part of an order and keep other products from that same order, the original delivery costs are generally not refunded.

We will issue the refund within 14 days after being informed of your decision to withdraw.

However, we may withhold the refund until:

  • we have received the returned products; or

  • you have provided sufficient evidence that you have sent the products back,

whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless you expressly agree to another method.

We will not charge additional fees for issuing the refund.

Your bank, credit card provider or payment service provider may require additional processing time after we have issued the refund.

8. Damaged, defective or incorrect products

Please inspect your order as soon as reasonably possible after delivery.

If your order is damaged, defective, incomplete or incorrect, contact us at Info@keyandhide.com and provide:

  • your order number;

  • a description of the issue; and

  • where reasonably possible, photographs showing the problem.

If a product does not conform to what you were entitled to expect under applicable law, Key & Hide will provide an appropriate legal remedy.

Depending on the circumstances, this may include:

  • repair;

  • replacement;

  • a proportionate price reduction; or

  • termination of the purchase agreement and a refund.

Where statutory warranty applies, the appropriate remedy will be provided without cost to the consumer, including necessary shipping costs.

9. Statutory warranty

Products purchased from Key & Hide are covered by the applicable statutory warranty and conformity rights.

Under Dutch law, there is no fixed general duration for statutory warranty. A product must possess the qualities and performance that a consumer may reasonably expect from it, taking into account matters such as:

  • the type of product;

  • its price;

  • its description;

  • statements made about the product;

  • normal use; and

  • its reasonably expected lifespan.

Normal wear and tear, damage caused by misuse, accidents, improper care or maintenance, or damage caused by the customer is not considered a defect for which Key & Hide is responsible.

Your statutory consumer rights cannot be limited by this Return & Refund Policy or by any voluntary commercial guarantee.

10. Exchanges

Unless stated otherwise, we do not operate a separate statutory exchange procedure.

If you purchased a non-personalised product and would prefer another product or colour, you may exercise your right of withdrawal where applicable and place a new order.

If we voluntarily offer a direct exchange in a particular case, this does not limit your statutory rights.

11. Sale and promotional items

Products purchased during a sale, promotion or with a discount are covered by the same statutory withdrawal rights as regularly priced products, unless a statutory exception applies, such as for a clearly personalised product.

A reduced price alone does not remove your right of withdrawal.

12. Order cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will attempt to stop the shipment where reasonably possible.

If the order has already been processed or dispatched, this does not affect any statutory right of withdrawal you may have.

13. Refused and uncollected deliveries

Simply refusing delivery or failing to collect a parcel does not necessarily constitute a clear declaration that you are exercising your right of withdrawal.

If you wish to withdraw from your purchase, please inform us explicitly using the withdrawal function on our website, by email or by another clear statement.

Additional costs caused by an unjustified refusal or failure to collect a shipment may only be charged where permitted by applicable law.

14. International returns, duties and taxes

Customers returning products from outside the Netherlands are responsible for correctly declaring the shipment as a return where applicable.

Any import duties, taxes or charges that were paid directly by you to a customs authority, postal carrier or other third party are generally not refundable by Key & Hide. You may need to contact the relevant authority or carrier to determine whether those amounts can be reclaimed.

This does not affect refunds of taxes or charges that Key & Hide is legally required to refund.

15. Business customers

The statutory consumer right of withdrawal described in this policy applies to consumers.

Customers purchasing products wholly or predominantly for business or professional purposes may not have the same statutory right of withdrawal.

Returns for business-to-business purchases are accepted only where required by law or separately agreed by Key & Hide in writing.

16. How to exercise your right of withdrawal online

Where required by applicable law, Key & Hide provides an accessible online withdrawal function on its website.

The function will remain accessible during the applicable withdrawal period and will allow you to notify us electronically that you wish to withdraw from your purchase.

After submitting an online withdrawal request, you will receive electronic confirmation containing the relevant details and the date and time of your request.

The online withdrawal function is an additional method and does not prevent you from exercising your right of withdrawal by email or another legally valid clear statement.

17. Contact

For questions concerning returns, refunds, damaged products or your statutory rights, please contact:

Key & Hide
Operated by Pichel E-com

Email: Info@keyandhide.com
Address: Pastoorsacker 82, 1965SB, Heemskerk
Return address: Pastoorsacker 82, 1965SB, Heemskerk
Chamber of Commerce (KvK): 86742825
VAT number: [VAT NUMBER]

18. Applicable law

This policy and purchases made from Key & Hide are governed by Dutch law.

If you are a consumer residing in another country, this choice of law does not deprive you of any mandatory consumer protection rights that apply to you under the laws that cannot legally be excluded.

MODEL WITHDRAWAL FORM

You may use this form if you wish to withdraw from your purchase. Use of this form is not mandatory.

To:
Key & Hide / Pichel E-com
Pastoorsacker 82, 1965SB, Heemskerk
Info@keyandhide.nl

I hereby give notice that I withdraw from my contract of sale for the following product(s):

Product(s):
..............................................................................

Order number:
..............................................................................

Ordered on:
..............................................................................

Received on:
..............................................................................

Name of consumer:
..............................................................................

Address of consumer:
..............................................................................

Email address:
..............................................................................

Signature of consumer:
Only required if this form is submitted on paper.

..............................................................................

Date:
..............................................................................