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Keys Help & FAQ’s

This is the way to ask questions about orders, ordering, products, product uses, becoming a Keys reseller, and anything you want to know.  This is an automated system that will reach out to the next available person during normal working hours during the workweek. Our team receives a notice and will get to your request as soon as they can.

Please choose the appropriate department and topics.  This will help us to direct your inquiry to the best person.

But First!  We have a few Frequently Asked Questions (FAQ’s) below the form that might answer your question. So, please check them first.

Please also note that if you are interested in learning about Keys Wholesale Programs, there is a department for that as well.

Category Name > Ordering & Orders
What Is Your Returns Policy

Keys Returns and Refunds Policy (Post Covid-19)

Thank you for shopping at Keys.

If you are not entirely satisfied with your purchase, we’re here to help.

Our products can be returned within 30 days of the original purchase of the product. A new product may be exchanged for another product or returned for a store credit.

Before you return a product, please make sure that:

  • The product was purchased in the last 30 days
  • The product is in its original packaging
  • You obtained a Return Merchandise Number (RMN) from us

To obtain a Return Merchandise Number (RMN), contact us:

  • By visiting this page on our customer service website: Click Here 
  • You will be given an address to send the package along with the RMA instructions.



Returns Purchased from Sellers, Stores, Resellers et al

Resellers who purchase Keys products do so to resell products to consumers. This purchasing action pushes the ownership and returns policies to that reseller, and Orion nor its subsidiaries hold any responsibility. Returns of products purchased from resellers stores, websites et al. must be returned to the place where they were originally purchased for credit or refund. Each US State has specific laws governing returns, and you should check the laws of your State or the reseller’s State before making a return attempt to that reseller. Any dispute you have regarding Keys products purchased from a reseller must be resolved with that reseller. Orion/Keys will not accept returns for credit or refund from consumers who purchased products from any reseller that purchased goods and take possession of products from Keys/Orion.

Return Policy for Incorrectly Fulfilled Orders

Keys must be notified via email to ostore@keys-soap.com within ten (10) calendar days ARO (After Receipt of Order) to refund (credit) and amend the original order. Keys will issue an RMA (return merchandise authorization), for unused and unopened products and modify the order. Keys will pay for the return shipping for errors we make only.

Return Policy for Incorrectly Ordered Products.

If an order is placed online by the customer and was incorrectly ordered, Keys must be notified via email to ostore@keys-soap.com within ten (10) calendar days ARO (After Receipt of Order) to refund and amend the original order. Keys will issue an RMA (return merchandise authorization), a refund (credit) minus a 15% restocking fee for the items, and modify the order. The customer is responsible for returning the items at their expense. Items must be unopened for a return to be authorized. Returns will be issued a store credit for future use. No cash refunds are issued.

Return Policy for Unsatisfactory Products.

Keys products are produced from natural ingredients that will have different scent levels based on seasonality. Further, Keys does not use contra-chemicals to minimize or unscents any products. We encourage you to purchase sample sachets if you are uncertain of how a product smells or performs. Should you not like a product for any reason, Keys will issue a store credit within the first 30 days ARO (After Receipt of Order). There are no cash refunds. A product purchased beyond 30 days will not be accepted for return, nor will a refund or credit be issued. Please contact ostore@keys-soap.com to request a store credit and RMA (return merchandise authorization)


All credits must be used within 90 days of issuance. Credits beyond 90 days are forfeited.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us by going to Ask Us in the information tab of the website.