Return and Refund Policy
Return and Refund Policy
Last updated: September 18, 2026
At Notch & Key, operated by MDM Solutions, we want you to be satisfied with your purchase. This policy explains our voluntary return policy and the remedies available when a product is damaged, defective, incorrect, or otherwise covered by mandatory consumer law.
1. Voluntary Return Window
For change-of-mind returns, you may request a return within the following period, calculated from the date the relevant item is delivered. If an order is delivered in multiple shipments, the period begins when the last item in that order is delivered:
- United States: 30 calendar days from delivery.
- Canada: 30 calendar days from delivery.
- United Kingdom and European Union: 15 calendar days from delivery under our voluntary return policy, without limiting any statutory cancellation or return rights that may apply.
- Australia: 30 calendar days from delivery under our voluntary change-of-mind policy.
These voluntary return periods do not limit mandatory rights relating to faulty, damaged, unsafe, misdescribed, or otherwise non-compliant goods.
2. How to Start a Return
Before sending an item, email contact@notchandkey.com with your order number, the item you wish to return, and the reason for the return.
If the return is approved, we will provide return instructions. Do not send an item back without contacting us first, as unauthorized returns may be delayed or sent to the wrong facility.
3. Return Address
Unless we provide different instructions for your specific order, approved returns should be sent to:
MDM Solutions
2 rue Eugene Pottier
78190 Trappes
France
Please obtain return authorization before shipping any item.
4. Damaged, Defective, Incorrect, or Non-Compliant Items
Please inspect your order after delivery and contact contact@notchandkey.com promptly if an item is damaged, defective, incorrect, unsafe, materially different from its description, or otherwise does not meet applicable consumer guarantees.
Please provide your order number and, where reasonably possible, photographs or video showing the issue.
After reviewing the issue, we will provide the remedy required by applicable law, which may include repair, replacement, refund, or another appropriate solution.
A request that you contact us promptly is intended to help us investigate the issue and does not impose a shorter time limit on mandatory consumer rights.
Where applicable law requires us to bear reasonable return costs for a faulty or non-compliant item, we will do so.
5. Change-of-Mind Return Shipping
For voluntary change-of-mind returns, the customer is responsible for the direct cost of return shipping where permitted by applicable law and where the customer has been properly informed of this responsibility.
For faulty, damaged, incorrect, unsafe, misdescribed, or otherwise non-compliant items, Notch & Key will cover reasonable return shipping costs where required by applicable law.
6. Non-Returnable Items
Certain items may be excluded from voluntary change-of-mind returns where permitted by law, including:
- Gift cards;
- Digital products;
- Personalized or custom-made goods;
- Items specifically identified as final sale where such an exclusion
is legally permitted.
These exclusions do not remove rights that apply to faulty, damaged, unsafe, misdescribed, or otherwise non-compliant goods.
7. Exchanges
For a change-of-mind exchange, the fastest option is usually to return the eligible item and place a new order after the return has been approved.
For damaged, defective, incorrect, or non-compliant goods, the remedy will be determined in accordance with applicable consumer law.
8. Refunds
Once an eligible return is received and inspected, we will notify you of the outcome.
Approved refunds are issued to the original payment method. We aim to initiate approved refunds within 5--10 business days after inspection, except where applicable law requires a shorter deadline.
Your bank or payment provider may require additional time to post the refund.
Where applicable law requires the refund of standard outbound delivery charges, those charges will also be refunded. Optional premium or expedited shipping upgrades may be treated differently where permitted by law.
9. United Kingdom and European Union
Customers in the United Kingdom and European Union may have statutory cancellation rights for eligible distance purchases. Our 15-day voluntary return policy is additional to, and does not replace or reduce, those statutory rights.
Where applicable, customers generally have 14 days after receiving the goods to notify us that they wish to cancel, followed by a further 14 days to return the goods. Mandatory rules concerning refund timing, standard delivery charges, reasonable handling of goods, and statutory exemptions continue to apply.
10. Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Australian consumers may be entitled to a repair, replacement, refund, or other remedy when goods fail to meet consumer guarantees. These statutory rights are separate from our voluntary 30-day change-of-mind policy and are not subject to that 30-day limit.
11. United States and Canada
Consumers in the United States and Canada may have additional rights under applicable federal, state, provincial, or territorial consumer protection laws. Nothing in this policy limits rights that cannot lawfully be excluded.
12. Contact Us
Notch & Key is operated by MDM Solutions.
MDM Solutions
2 rue Eugene Pottier
78190 Trappes
France
Email: contact@notchandkey.com