If you’re looking to return or exchange your in-stock order, we're here to help! Click for details.

If you&#x2019;re looking to return or exchange your in-stock order, we&apos;re here to help! We offer free returns or exchanges of damaged/functionally defective items within North America that have been approved for an RMA (Return Merchandise Authorization)&#xA0;within 30 days&#xA0;of receiving your order (some exclusions apply). You can return your product for store credit, a different product, or a refund* to the original payment method.&#xA0;*PayPal has a refund window of 180 days from when the order was placed. If the PayPal refund window is closed, a Deskhero gift card will be issued in the same value.&#xA0;If you received a Defective Keyset, please submit a claim form to receive individual replacement keys. Click&#xA0;<a class="fr-green fr-strong" href="https://help.deskhero.ca/en-US/my-keycap-set-has-defects-261907">here</a>&#xA0;for more details.Be sure to check your items once your receive your package as our policy for all products lasts&#xA0;30 days. If the appropriate number of days have gone by since receiving your In-stock/Group Buy/Preorder purchase and we were not notified of a defect, unfortunately we cannot offer you a refund or exchange. Product support for exchange/replacement items is only available for the warranty period of the original order.Some Group-Buy/Pre-order purchases may be returned on a case-by case basis within 30 days of receiving your order but we don&#x2019;t generally accept returns/cancellations due to the nature of these products. Cancellations during an open group buy/pre-order will incur a 5% fee due to Payment Gateways such as PayPal/Visa/Mastercard no longer returning transaction fees.&#xA0;Note:&#xA0;All in-stock deskmats, switches, and Unvaulted sets, Open Box, or Summer Sale items are Final Sale and cannot be returned or exchanged.&#xA0;To be eligible for an in-stock return, your item must be in the same condition that you received it (unopened and unused) is brand new and sealed (keyboard kits or barebone keyboards cannot be built). Items wrapped in protective plastic wrap cannot have had this removed, or we cannot accept a return and it must be within&#xA0;30 days of receiving your order.&#xA0;Products must be returned in the manufacturer&apos;s original carton and must include all components and other items originally packaged with the product (i.e. cables, manuals, etc.). Any returns showing signs of damage/modifications/tampering will not be accepted. Item(s) must be returned in a shipping box (do not ship in just the product packaging or it will not be accepted).To complete your return, we must be able to locate your purchase in our systems. We can offer a refund*/gift card/exchange upon receipt of the returned product at our warehouse (pending product inspection for no defects/damages/tampering/modification). *PayPal has a refund window of 180 days from when the order was placed. If the PayPal refund window is closed, a Deskhero gift card will be issued in the same value.&#xA0;Shipping costs including Shipping Protection are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund (if applicable). Returns are subject to a 5% processing fee.You must reach out to <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> to begin the Return/Exchange process.&#xA0;Unless your item has been approved for an RMA and inspected to have a manufacturer&apos;s defect, you will be responsible for paying for your own shipping costs for returning your item (within North America - some exclusions apply). Refunds/replacements for RMA orders may be offered if within the original item/original order warranty period.If you are approved for an exchange, we will process your replacement (if inventory is available) or issue a refund/gift card (if no current stock is available). For refunds, a credit will automatically be applied to your original method of payment* less the cost of shipping and processing fee, within a certain amount of days. *PayPal has a refund window of 180 days from when the order was placed. If the PayPal refund window is closed, a Deskhero gift card will be issued in the same value.Depending on where you live, the time it may take for your exchanged product to reach you, may vary.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don&#x2019;t guarantee that we will receive your returned item.There are certain situations where only partial refunds are granted (if applicable) including any item not in its original condition, is damaged or missing parts for reasons not due to our error.Once we receive your return, we will process it within 3&#x2013;7 business days. Depending on your bank&#x2019;s processing time, it may take up to 10 days after we process the return to reflect on your account.<ul id="isPasted" style="box-sizing: inherit; -webkit-font-smoothing: antialiased; text-size-adjust: none; -webkit-tap-highlight-color: rgba(0, 0, 0, 0); margin-top: 1rem; margin-bottom: 1rem; padding-left: 20px; color: rgb(77, 77, 77); font-family: &quot;Avenir Next Rounded&quot;, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="box-sizing: inherit; -webkit-font-smoothing: antialiased; text-size-adjust: none; -webkit-tap-highlight-color: rgba(0, 0, 0, 0); font-family: Arial, Helvetica, sans-serif;">All in-stock deskmats, switches, and Unvaulted sets, Open Box, or Summer Sale items are Final Sale and cannot be returned or exchanged.&#xA0;&#xA0;</li></ul>

General Return/Exchange Policy

Refunds are done manually and usually take 2-3 business days to process. Once issued, you will receive a refund email notification. Most credit card company can take between 3-7 business days to finalize the process.

Returned Items Once we receive your return, we will process the refund within 3&#x2013;7 business days. All Returns must be inspected prior to a refund being issued. Once issued, you will receive a refund email notification. Depending on your bank&#x2019;s processing time, it may take&#xA0;up to 7 business days after we process the return to reflect on your account. Cancelled Orders Refunds are done manually and usually take&#xA0;2-3&#xA0;business days to process. Once issued, you will receive a refund email notification. Please keep in mind that most credit card company can take between&#xA0;3-7 business days to finalize the transaction.&#xA0; The PayPal return window is unfortunately 180 days - if your Group buy/Pre-order item has not shipped but is past the 180 days since the order then we will offer store credit in the full amount.&#xA0;If your refund was issued as a gift card or store credit, you will receive a gift card email notification. There is no expiry and the gift card code will keep the remaining balance if you do not use the entire amount on an order.&#xA0; Delayed Refunds:If you haven&#x2019;t received a refund yet, first check your bank account again. Please confirm with your bank on the final transaction for further verification.&#xA0;Then contact your credit card company, it may take some time before your refund is officially posted.&#xA0;Next contact your bank. There is often some processing time before a refund is posted.If you&#x2019;ve done all of this and you still have not received your refund yet, please contact us at&#xA0;<a data-fr-linked="true" href="mailto:support@deskhero.ca">support@deskhero.ca</a>

Refund Processing

My credit card expired / I closed my bank account. How do I get a refund?

My credit card expired. How do I get a refund?Like other retailers our system will only allow refunds to the original payment method used for financial tracking and security reasons. In most cases, the bank/credit card company will redirect the refund to your new or replacement card. If you do not have a new card, the bank will usually send the refund directly to your bank account. &#xA0;You may want to check in with your bank though before you request refund as our system will cannot issue a refund more than once. I closed my bank account. How do I get a refund?Since you&apos;ve closed that bank account, you will need to contact that bank to arrange an alternative method to receive funds via check, cash, etc. Our system will only allow refunds to the original payment method used for financial tracking and security reasons.&#xA0;

My Credit Card Expired/Closed My Bank Account

Please test PCBs as soon as possible using safe testing methodology like tweezers.  Use the correct driver size for screws. Be mindful of stripping screws during your build!

Please test PCBs as soon as possible using safe testing methodology. Any damage incurred during your keyboard build will void your RMA. We will inspect for any damage caused by the user/evidence of modification. Remember, there is a limited number of PCBs so please be safe. We will not provide returns/exchanges for PCBS that were not tested prior to assembly.Use the correct driver size for screws. Be mindful of stripping screws during your build!DIY items and custom items with manufacturer&apos;s defects are ONLY eligible for a refund/replacement (if stock is available) if they are:1) Reported within 30 days,2) Inspected by manufacturer and proven to have a manufacturer&apos;s defect (not user damage or improper use), and3) Returned in unused condition (and not assembled) with manufacturer&apos;s original carton and must include all components or other items originally packaged with the product (i.e. cables, manuals, bump-ons/feet, etc.).Keyboard Lubing can damage your keyboard, and will void the warranty if used.Custom cables, PCBs, LEDs, diodes, key switches, lubricant, and similar parts sold for keyboard repair or modding do not have a warranty from the manufacturer, and we cannot be held&#xA0;liable for damage including, but not limited to, damage from improper use, stripped screws, installation, or modification.Any defective parts for Keyboard kits must be shipped to us at your cost and expense. Deskhero will pay for cost of return shipping of replacements for defective parts.If you prefer to return your keyboard/key board kit to Deskhero for any reason, we are happy to accept all returns meeting the conditions listed above. Return shipping costs are the responsibility of the customer unless you have a qualifying defect and approved for an RMA. Please note your order&apos;s original shipping charges are non-refundable. There is a 5% Return processing fee.Please contact our Deskhero Support Team at deskhero@support.ca prior to returning your item to discuss the best available options.&#xA0; My keyboard has stripped screws. What can I do?<ul style="margin-left: 60px ;"><li>The easiest way to fix stripped screws is to use quality drivers before resorting to screw extractor kits. We recommend WIHA drivers, like <a href="https://www.amazon.ca/dp/B0006OBFCC" rel="noopener noreferrer" target="_blank">these</a>, before using an extractor kit like <a href="https://www.amazon.ca/dp/B08XZNW1RX" rel="noopener noreferrer" target="_blank">these</a>. &#xA0;You can also check out these <a href="https://www.ifixit.com/Guide/How+to+Remove+a+Stripped+Screw/13213#:~:text=Try%20adding%20a%20dab%20of,the%20tip%20of%20your%20driver." rel="noopener noreferrer" target="_blank">recommendations from IFIXIT</a>.</li></ul>&#xA0;

Returns & Exchanges

General Return/Exchange Policy

Refund Processing

My Credit Card Expired/Closed My Bank Account

Are DIY and Customs Items like Keyboards/Keyboard Kits covered under warranty?