Refund policy

This policy sets out when you can return a carbon key case to us, what you get back, who pays the postage, and how long each step takes. It applies to every order placed with MYEUROGARAGE Limited, 6 Taapapa Lane, Ngaruawahia 3720, New Zealand. All orders are dispatched from Hamilton, New Zealand.

Everything below is in addition to your rights under consumer law. Nothing in this policy limits, replaces or reduces those rights. Where this policy and the law differ, the law wins.

Prices and refunds in this policy are in New Zealand dollars.

1. The short version

• Changed your mind? Return it within 30 days of delivery, in original condition. You pay the return postage. We refund the price of the items.
• Doesn't fit your key? Fit Guarantee. Full refund.
• Noticeably affects your key's range or function? Signal Guarantee. Full refund, and we cover the return cost.
• Faulty, or not what we described? Your statutory rights apply. We cover the remedy and the reasonable return costs the law requires.
• Pre-order not dispatched yet? Cancel any time before dispatch for a full refund.
• Bought the Christmas Delivery Guarantee and we missed the date? We refund the NZ$20.00 fee, and you may cancel the whole order for a full refund.

The sections below are the detail. Start a return by emailing team@myeurogarage.com.

2. Change-of-mind returns

You may return a case because you have simply changed your mind, within 30 days of the date the case was delivered to you.

To use this:

• tell us within 30 days of delivery, by email;
• send the case back in original condition, with the custom key tag and the presentation box it came in;
• pay the cost of sending it back.

You pay return postage on a change-of-mind return. We do not offer prepaid return labels and we do not reimburse return postage for a change of mind. We do not charge a restocking fee.

Once the case reaches us and we have checked it, we refund the full price you paid for the returned items. We do not refund the shipping you paid on the original order, because that service was already provided.

If you ordered two cases and return one, you keep whatever remains correct on the order. If the order received a multiple-case discount and returning one case means the order no longer qualifies for it, the refund is calculated on what you would have paid for the items you have kept. We will show you that calculation before we process it.

Change-of-mind returns on a cancelled pre-order are simpler: see section 10.

3. The Fit Guarantee

Our cases are made for specific key shapes. If the case you received does not fit your key, you are covered.

If it does not fit, return it for a full refund of the price you paid for it. There is no argument, no inspection fee, and no requirement to try a different finish first.

Who pays the return postage depends on how the fit was decided:

• If we confirmed the fit, you pay nothing. Where we told you the case fits your key — including where you sent us a photo of your key and we confirmed it, and where the product page stated that the case fits your key — and it does not fit, the case is not as described. We cover the remedy and the reasonable return costs the law requires. We also refund the shipping you paid on that order. See section 5.
• If you chose the case yourself and we had not confirmed it, the full refund still stands, but the return postage is yours, as with a change-of-mind return.

A fit problem is normally obvious on the day the case arrives, so please tell us as soon as you know. Where the case does not fit a key we confirmed or described, your statutory rights apply and are not capped at 30 days.

If you are not certain which case suits your key, email us a clear photo of the key before you order. We will tell you what fits. If we cannot tell from the photo, we will say so rather than guess.

4. The Signal Guarantee

A key case sits between your key and your car. We do not claim that ours leaves your key's signal untouched, because we have not tested every key. That is exactly why this guarantee exists.

If the case noticeably affects your key's range or function, return it for a full refund. We treat this as a fault, so:

• we refund the full price you paid for the case;
• we refund the shipping you paid on that order; and
• we cover the reasonable cost of returning it.

You do not need to prove anything with instruments. Your own description of what the key does with the case on, and what it does with the case off, is enough.

What we have actually tested. Keyless behaviour has been tested on BMW keys only. With the case fitted to a BMW key, touching the door handle unlocks the car and push-button start works. Walk-up automatic unlocking may not. We have not tested keyless behaviour on Audi, Mercedes-Benz, Porsche or Volkswagen keys, and we make no claim about it. If the behaviour you get is not acceptable to you, the Signal Guarantee covers you, whichever brand of key you have.

5. Faulty goods, and goods that are not as described

If a case is faulty, not of acceptable quality, or not as we described it, you have rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Customers with an Australian delivery address have equivalent rights under the Australian Consumer Law.

In those situations:

• you may be entitled to a repair, a replacement or a refund, depending on the failure;
• for a failure that is serious, the choice of remedy is yours, not ours;
• we cover the remedy and the reasonable return costs the law requires — you are not out of pocket for sending a faulty case back to us; and
• the 30-day change-of-mind window in section 2 does not apply. Statutory rights are not limited to 30 days.

Examples we treat as a fault or as not as described, without argument:

• the case arrives cracked, split, delaminated or with a broken clip or hinge;
• the finish lifts, peels or fails in normal use;
• the keyless function fails, or the key's range or function is noticeably affected (section 4);
• the case does not fit a key whose photo we checked and confirmed (section 3);
• you received a different case from the one you ordered.

Where we got a photo check wrong. We offer a fit check from a photo of your key as a service, and we are the ones making the call. If we confirmed the fit and we were wrong, that is our error, not yours. We cover the remedy and the reasonable return costs the law requires, refund the shipping you paid, and either send the correct case or refund you in full — your choice.

Before sending a faulty case back, email us a photo or a short video of the problem. It often lets us resolve the matter the same day, and it saves you a trip to the post shop.

6. Condition of returned items

For a change-of-mind return under section 2, the case must come back in original condition. That means:

• fitted to your key to check it, which we expect, but not carried day to day;
• no scratches, scuffs, adhesive residue, marker, keyring wear or modification;
• no engraving, drilling, sanding or re-finishing;
• the custom key tag included; and
• the presentation box included and intact, packed inside an outer carton or satchel rather than used as the shipping box.

Trying the case on your key is not "use". You cannot know whether a case fits without putting it on the key, and we are not going to penalise you for doing the obvious thing. Fitting it, looking at it and taking it off again is fine.

If a returned case arrives in a condition we cannot resell, we will contact you with photographs before we do anything. We will either offer a partial refund that reflects the loss in value, or return the case to you at our cost. We will not simply keep it and refuse the refund.

These condition requirements do not apply to a return under the Fit Guarantee, the Signal Guarantee, or because the case is faulty or not as described. Send those back as they are. A fault is not a condition problem.

7. Forged carbon patterns vary, and that is not a fault

Forged carbon is pressed under heat and pressure. The pattern forms as the material moves, so no two pieces are identical. Swirl size, direction, density and the position of lighter and darker areas all differ from piece to piece, and from the photographs on the product page.

Dry carbon is a 3K Toray woven material, so the weave is regular, but weave alignment at the edges and over curves still varies slightly between pieces.

This variation is a property of the material, not a defect. A case whose pattern differs from the photographs, or from another case you own, is not faulty and is not "not as described" — we tell you here, and on the product page, that the patterns vary.

If you do not like the particular pattern you received, that is a change of mind. Section 2 covers it: return it within 30 days of delivery, in original condition, at your cost, for a full refund of the price.

Cracks, splits, lifting finish, bare patches, pinholes or a surface that has not cured are a different matter entirely. Those are faults. Section 5 covers them.

8. How to start a return

Every return starts the same way.

1. Email team@myeurogarage.com. Put your order number in the subject line if you have it. If you do not, the email address or name you ordered with is enough for us to find it.
2. Tell us which case and why. One line is plenty. For a fault, or a fit or signal problem, attach a photo or a short video — it usually saves a round trip.
3. Wait for our reply before posting anything. We will confirm the return, tell you the current return address, and tell you clearly whether you or we are paying for the postage. Do not send a case back without hearing from us first. Parcels that arrive unannounced take considerably longer to match to an order and refund.
4. Pack it properly and send it tracked. Use an outer carton or satchel so the presentation box arrives intact. Keep the tracking number. Until the case reaches us, it is in the carrier's hands, and a tracking number is what lets either of us chase it.

We aim to reply to return emails within one business day, New Zealand time. We do not run a phone line for returns. Email gives both of us a written record of what was agreed.

9. Refund timing and method

Method. Refunds go back to the original payment method used on the order. A card payment is refunded to that card. A payment made through a digital wallet or buy-now-pay-later service is refunded through that same service. We cannot refund to a different card, a different person, a bank account of your choosing, or store credit instead, unless the original method no longer exists — in which case email us and we will arrange a sensible alternative and confirm it with you in writing first.

Currency. We charge in New Zealand dollars. Refunds are issued in New Zealand dollars, for the New Zealand dollar amount you were charged. If your card was converted to another currency when you paid, your bank converts the refund back at its own rate on the day it processes it. That rate will not be the rate you got when you paid, and the difference is set by your bank, not by us. We cannot control it or compensate for it.

Timing. Once we have received the case and checked it, we process the refund within 3 business days. For a cancelled pre-order there is nothing to receive, so we process it within 2 business days of your cancellation. You will get an email confirming the amount when we process it.

After that, the money is with your bank or card issuer. Most refunds appear within 3 to 10 business days of being processed, but the exact timing is theirs, not ours. If more than 10 business days have passed since our confirmation email and you still cannot see it, email us and we will send you the refund reference to give your bank.

Partial refunds. Where only part of an order is returned, we refund the items returned. Order-level discounts are recalculated against the items you have kept, and we show you that calculation first.

Import charges. Duties, import fees or other charges that you paid to a carrier or to a government in your own country were never collected by us, so we cannot refund them. Your local authority may have its own process for reclaiming them on returned goods. Keep your paperwork and ask them.

10. Pre-order cancellations

Cases in the current batch are sold as pre-orders. The amount is charged in full at checkout. There is no deposit and no payment plan.

You may cancel a pre-order at any time before it is dispatched, for a full refund. That means everything you paid on the order: the cases, the shipping, and the Christmas Delivery Guarantee fee if you bought one. There is no cancellation fee and we will not ask you to justify it. Email team@myeurogarage.com and say you want to cancel.

If a batch is delayed, we email you a new dispatch date and the option to cancel for a full refund. You do not have to wait it out.

Once the order is dispatched, the pre-order cancellation right ends, because there is now a parcel in transit. From that point the normal rules apply: the 30-day change-of-mind window in section 2 runs from the date the case is delivered to you, and the Fit Guarantee, the Signal Guarantee and your statutory rights all apply as set out above.

If a case you pre-ordered is no longer available in the finish or entry type you chose, we will contact you with the options, including a full refund. We will not substitute a different variant without asking you.

11. Christmas Delivery Guarantee refunds

The Christmas Delivery Guarantee is an optional paid add-on. It costs NZ$20.00, it covers every case in the order it is attached to, and it is offered on orders with a New Zealand or Australian delivery address. Full terms are on the Christmas Delivery Guarantee page.

If the order is not delivered by 24 December 2026:

• we refund the NZ$20.00 fee in full; and
• you may cancel the entire order for a full refund, including the price of the cases and the shipping you paid, whether or not the order has arrived by the time you tell us.

You do not have to choose between those two. The fee comes back either way. If you cancel after the order has arrived, we arrange and pay for its return.

If the delivery address is outside New Zealand or Australia, the guarantee does not apply to that order and we refund the NZ$20.00 automatically, without you asking. We will email you when we do. The rest of the order ships normally.

If you cancel the order before dispatch, the NZ$20.00 is refunded with everything else.

If we know in advance that we will miss the date, we email you as soon as we know, refund the NZ$20.00 at that point, and offer you the choice of waiting or cancelling for a full refund.

The fee is not refundable where the order was delivered on or before 24 December 2026 and you then changed your mind. In that case the guarantee did what you paid for, and the return falls under section 2.

To claim, email team@myeurogarage.com with your order number. If our own tracking shows the order was not delivered by 24 December 2026, we process the refund without asking you for evidence.

12. Replacements and exchanges

We are a small operation and we do not run a formal exchange process. In practice:

• For a fault, or a case that is not as described, tell us what you want. A replacement of the same case, the correct case, or a refund — the choice is set out in section 5, and for a serious failure it is yours.
• To change finish or entry type on a case that fits, the simplest route is a change-of-mind return under section 2 plus a new order. Email us first and we will line the two up so you are not left waiting on one before the other.
• Where stock is not available to replace a faulty case, we refund you in full rather than leave you holding a credit.

13. Returns from outside New Zealand and Australia

The rules above apply wherever you are. Two practical points:

• Return shipping is arranged by you for a change-of-mind return. You choose the carrier. Use a tracked service, because an untracked international parcel that goes missing cannot be refunded until it arrives. We never quote a return shipping cost for addresses outside New Zealand and Australia, because it depends on your carrier and your location.
• Where we are covering the return cost — a fault, a case that is not as described, a confirmed-fit error or a Signal Guarantee return — email us before you post it. We will tell you the sensible service to use and what we will reimburse, so there is no disagreement afterwards.

Mark returned goods clearly as a return on any customs paperwork. It helps the parcel through, and it avoids charges on our end that neither of us wants to argue about.

14. If something goes wrong with a return

If a return stalls, if a refund has not arrived, or if you think we have got a decision wrong, email team@myeurogarage.com and say so plainly. A real person reads it.

If we cannot sort it out between us, you can take a New Zealand consumer complaint to the Disputes Tribunal, or contact the Commerce Commission about conduct under the Fair Trading Act 1986. Australian customers can contact their state or territory consumer protection agency, or the Australian Competition and Consumer Commission. Using this policy first does not affect those options, and we would rather fix it ourselves.

15. Contact

MYEUROGARAGE Limited
6 Taapapa Lane, Ngaruawahia 3720, New Zealand
Email: team@myeurogarage.com
Instagram: @myeurogarage

Please email before sending anything back, so we can confirm the current return address.

Last updated: 7 November 2026