Warranty & Returns Policy

We've been handcrafting phone cases in Canada since 2012, and we stand behind every one. Here's exactly what you can expect if something isn't right.

30-Day Satisfaction Guarantee

If you're not completely happy with your Keyway purchase, you can return or exchange it within 30 days of receiving it for a full refund. No hoops to jump through - just submit a request through our Returns & Exchanges page and we'll take care of it.

You are responsible for return shipping costs. Original shipping fees are non-refundable.

Sale & Discounted Items: Sale items can be returned within 30 days for an exchange of equal value. Sale items are fully covered by our 1-Year Warranty below.

Custom & Personalized Items: Because custom orders are made specifically for you, returns and exchanges are not available. However, custom items are fully covered by our 1-Year Warranty below.

1-Year Warranty Against Manufacturing Defects

Every Keyway case (including custom and sale items) is covered by a one-year warranty from the date of purchase. If your case develops a defect from our craftsmanship, we'll replace it free of charge.

What's covered:

  • Wood veneer peeling or delaminating
  • Bumper separation or cracking (not caused by impact)
  • Finish failure, discolouration, or coating defects
  • Any other issue with how the case was constructed

What's not covered:

  • Damage from drops or impacts
  • Liquid damage
  • Intentional misuse
  • Normal wear and tear from everyday use

How to make a warranty claim: Submit a request through our Returns & Exchanges page with your order number and a photo of the issue. If it's a manufacturing defect, we'll ship a replacement at no cost to you.

Keyway Replacement Program (KRP)

Accidents happen. If your case is damaged through everyday life (a bad drop, a cracked bumper, general wear) within 90 days of purchase, we'll offer you 50% off the current retail price of a replacement case of your choice.

Details:

  • The replacement can be any Keyway case of equal or lesser value to your original purchase
  • The program can be used once per original purchase
  • Applicable taxes and shipping apply to the replacement order

To take advantage of this program, submit a request through our Returns & Exchanges page.

This policy was last updated in March 2026.