Complaints & Dispute Resolution

If something has gone wrong, we would rather hear it from you than read it somewhere else. This page explains how to complain, what we do with it, and what you can do if we cannot agree.

Last updated: 10 August 2026.

Tell us first

Write to info@obsidiankeys.com or use our Contact us page. Most things are quicker to fix directly than through anyone else.

It helps if you include:

your order number, if there is one;
what you expected to happen, and what happened instead;
any exact error message the platform gave you;
what outcome you want.

You will not be asked to repeat anything you have already told us.

What happens next

We acknowledge every complaint within one working day. Support hours are 9am to 6pm UK time, Monday to Friday.

We aim to give you a full answer within five working days. If something needs longer, for example if we have to ask our supplier, we tell you that and give you a date, rather than going quiet.

If we got it wrong, we say so and put it right. We would rather give you a slow honest answer than a fast automated one.

If you are not satisfied

Say so, and ask for the decision to be reviewed. A second look is free and often changes the answer, because most disputes turn on one fact that was not clear the first time.

Taking it further

If we still cannot agree, you have options that do not depend on us:

Alternative dispute resolution. If we cannot resolve your complaint between us, we will write to you naming an approved ADR provider and telling you whether we agree to use them. ADR is an independent third party who looks at the case and proposes a resolution.
Consumer advice. In the UK, Citizens Advice offers free consumer advice on 0808 223 1133, and can refer matters to Trading Standards.
Your card issuer. If you paid by card you may have rights through your bank. We would ask you to try us first: a chargeback takes far longer than a refund, and we cannot fix a problem we have not been told about.
The courts. Nothing here removes your right to go to court. Our Terms & Conditions set out the governing law and jurisdiction.

Complaints about your personal data

Those follow a different route. Our Privacy Policy explains your rights and how to complain to the Information Commissioner’s Office, which regulates data protection in the UK.

How we use complaints

Every complaint is read by a person, and the ones that point at something structural change how the shop works. Several things on this site exist because a complaint made them obvious.

Contact

HYPERION MOTION LTD, trading as Obsidian Keys
Academy House, 11 Dunraven Place
Bridgend, Mid Glamorgan CF31 1JF
United Kingdom

Company number 17358996
info@obsidiankeys.com