Thank you for your feedback. We’re genuinely sorry to hear that you were unhappy with your experience — that was never our intention, and we regret that it escalated the way it has.
We do feel it’s important to share some context, as this situation is complex and involved several steps. Your chargeback request via Klarna came as a complete surprise to us, as we had not received any prior communication regarding a problem with the key, nor had the item been returned at that point.
As a small team, we acted quickly and reached out via phone to understand what had gone wrong and how we could resolve it. We acknowledge that the initial call did not go well and apologise for any miscommunication or upset caused.
To try and move things forward more constructively, another team member followed up to help clarify the situation, and because the key had still it been returned we continued cooperating fully with Klarna during their investigation.
The order was placed on 5th August, and the chargeback was submitted on 6th September — at that time, the item still hadn’t been returned, which placed it outside of our 30-day return policy. Klarna reviewed all the evidence we provided and ultimately ruled the case in our favour.
When the item was eventually returned, 26th September we still issued a refund as a gesture of goodwill. However, we later discovered the chargeback had been reopened, which unnecessarily further prolonged the case.
Due to the disruption and impact this case has caused our small business, we have since made the decision to stop offering Klarna as an alternative payment method.
We’re sorry if our communication came across as passive-aggressive — this was never our intention, which is always to be clear and direct about our policies, and we appreciate the opportunity to clarify what happened from our side.
We understand that policies may not always align with customer expectations, but we always aim to handle every case fairly and respectfully.
