What we take back, what we don't, and why.
A KONECT accessory is often printed with your name on it. This page says exactly what that changes about returning it — and what it does not change when the product is faulty.
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The rule in one sentence
A standard item can be returned for thirty days; a customised item is only taken back if it is defective or does not match what you approved.
The reason is not commercial: a card printed with your name cannot be sold to anyone else. Everything else on this page follows from that single difference.
Non-customised item — thirty days
You have thirty days from receipt to change your mind, with no need to justify it.
Two conditions, and they are reasonable: the item comes back complete and in resalable condition, and it has not been irreversibly activated. Testing it to check it works compromises nothing.
Return shipping is on you, unless the return stems from a mistake of ours: wrong item, damaged item, order not as agreed.
Customised item — what stays open
An item carrying your name, your logo or your colours cannot be cancelled or returned once it has entered production. Before that, however, everything can still be changed or cancelled — write to us and we will check where your order stands.
That exception never covers a defect. If the print does not match what you approved, if it is misaligned, blurred or the wrong colour, the item is remade or refunded — customising does not commit you to accepting bad work.
Defects and the chip warranty
An accessory's chip is warranted for twelve months from receipt. If it stops responding under normal use, the accessory is replaced free of charge, customisation included and shipping on us.
The statutory warranties applicable to the sale apply on top of this one, and may run longer.
Cosmetic wear, breakage, immersion and modification of the object remain excluded. In particular: punching a hole through a card cuts its antenna and silences it for good — that cannot be repaired, and it is not a defect.
How to go about it
There is no hidden form and no authorisation number to obtain. One message opens the case.
- Write to us through the contact form, choosing the matching reason — a problem with an order, or a card that does not work.
- Give your order number, it is in the confirmation email. Without it nothing can be checked.
- Describe what is wrong and attach a photo if it is a visible defect or a damaged parcel.
- Wait for our reply before sending anything back: we confirm the return address and how to proceed. A parcel sent back without agreement can go missing.
We acknowledge receipt within one working day and tell you straight away what applies to your case.
Refunds
The refund is issued within fourteen days of the return being received and checked, to the original payment method — we use no other without your agreement.
How long it then takes to appear on your statement depends on your bank or operator, and is out of our hands.
The original delivery charges are refunded when the return stems from a mistake of ours; they are not refunded on a simple change of mind.
Exchanges
An exchange is handled as a return followed by a new order: it is faster than passing a case back and forth, and it lets you change model or customisation along the way.
For a replacement under warranty there is nothing to pay again and nothing to reorder: we send the replacement.
The subscription does not follow the accessory
Returning an accessory does not cancel a subscription, and cancelling a subscription does not send an accessory back: they are two separate contracts.
A subscription is cancelled from your dashboard and takes effect at the end of the period already paid for. The detail is in the terms of sale.