Returns and refunds

If something is faulty

If your order arrives damaged, does not scan, or is not what you ordered, email hello@scanthis.uk with a photo and we will replace it or refund you in full, including postage. Your choice.

This applies whether or not your item was engraved with your own words. Personalisation does not take away your rights over a faulty product.

We check every code scans before it leaves us, but things happen in the post.

If you change your mind

Items with no personal engraving — you have 14 days from delivery to tell us you want to cancel, and another 14 days to send it back. We refund what you paid including standard delivery. You cover the cost of posting it back.

Items engraved with your own words or a symbol — these are made to your specification, so the 14 day cancellation right does not apply. Once we have engraved your words into a piece of wood, we cannot sell it to anybody else.

To be clear about where the line sits: it is your words that make an item personalised, not the code. A keychain carrying only a code is not personalised, and you can cancel it like anything else.

This is why the website shows you a preview before you order. Please check your spelling.

Before we make it

We only start engraving once we begin working through orders, usually within 3 working days. If you email us quickly enough after ordering, we can cancel and refund you in full even on a personalised item.

It is always worth asking. If it has not been made yet, we will cancel it.

Codes on their own

A code bought on its own is available in your account immediately, so you can start using it straight away. Because of that it counts as digital content you have already received, and the 14 day cancellation right does not apply once you have used it.

If you buy one by mistake and have not set it up, email us within 14 days and we will refund you anyway.

Sticker packs

Sticker packs are not personalised — the code on them is generated by us, not chosen by you — so the full 14 day cancellation right applies. Tell us within 14 days of delivery and send them back within another 14, and we will refund you including standard delivery.

If you cancel a sticker pack, the code on it stops working once we have refunded you.

ScanThis Pro

Pro is a monthly subscription you can cancel any time from your account page. Cancelling stops the next payment and your features carry on until the end of the month you have paid for. We do not refund part months.

If you subscribed by mistake and have not used the Pro features, email us within 14 days and we will refund you.

How to return something

Email hello@scanthis.uk first so we know it is coming. Then post it to:

ScanThis
22 Broadwater Lane, Harefield, UB9 6AH

Get a proof of postage. Until it reaches us it is still your responsibility, and a keychain is easy to lose in the post.

Getting your money back

Refunds go back to the card you paid with, within 14 days of us receiving the item or of you telling us about a fault. Your bank usually takes a few more days to show it.

Your legal rights

Nothing here reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you want free, independent advice, Citizens Advice can help on 0808 223 1133.