Returns & Cancellations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order within 14 days without giving any reason.

• For the key tags and stickers, the 14 days run from the day you receive them.
• For the membership, the 14 days run from the day you signed up.

Just tell us. Email [email protected] with your order details, or write to us at the address below. A clear statement is all we need. You don’t have to use a particular form of words.

To meet the deadline, send your message before the 14 days are up.

If you’ve received your key tags or stickers, post them back to us within 14 days of telling us you’re cancelling:

ScanIfLost (MH Web), WeWork, 29 John Dalton St, M2 6FW

• You pay the return postage. We'd suggest a tracked service, as until they reach us they're your responsibility.
• Labels that have already been stuck to something can't be returned, for obvious reasons. Please send back what you haven't used.
• You can handle the items to check them, just as you would in a shop. If they come back damaged beyond that, we may reduce your refund to reflect it.

• We refund within 14 days of getting the items back or, if you’re only cancelling the membership, within 14 days of you telling us.
• Refunds go back to the card you paid with. You'll never be charged a fee for a refund.
• We refund the one-off price you paid for the goods, including the standard delivery you paid at checkout.
• The membership: it starts the moment you pay, so you are asking us to start the service straight away. Even so, if you cancel within 14 days we’ll refund your first month in full rather than charge you for the days you used.

You can still cancel your membership any time from Settings. It runs to the end of the month you’ve already paid for, then stops renewing and your tags pause. We don’t refund part-months after the first 14 days, but you keep the service you’ve paid for until that month ends.

The key tags and stickers are yours to keep. Start a membership again later and every code still works.

This is separate from changing your mind, and your rights here last much longer. Under the Consumer Rights Act 2015 the goods we send must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery you can reject faulty goods and get a full refund.
• After 30 days we'll repair or replace them; if that doesn't fix it, you can claim a refund.
• If a sticker peels off or a key tag breaks in normal use, that's a fault. Tell us and we'll replace it.
• We pay the return postage on anything faulty.

Tell us if nothing has arrived within 14 days of your order and we’ll send a replacement at no cost. If you’d rather have your money back at that point, you can have it.

If we’ve got something wrong, email [email protected]. We aim to reply within five working days and to sort it out properly. If we can’t agree, you can get free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

See also our Terms of Service and Privacy Policy.