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

If you need to return or exchange an in-stock item, we&#x2019;re here to help!We offer returns or exchanges on unopened or eligible items within 30 days of delivery, provided the request has been approved through our Return Merchandise Authorization (RMA) process. Some exclusions apply (see below). By placing an order, you agree to the terms outlined below.See Return Policy for<a href="https://help.deskhero.ca/en-US/opened-in-stock-keyboardmouse-return-policy-4871400" target="_blank" rel="noopener noreferrer">&#xA0;Opened In-stock Keyboards/Mice</a><hr data-start="449" data-end="452"><h2 data-start="454" data-end="483" id="damaged-or-defective-items">Damaged or Defective Items</h2>If your item arrives damaged or is functionally defective, please contact us within 30 days of receiving your order. All defective claims must be approved through the RMA process.<ul><li data-start="987" data-end="1073">Defective products must be returned for inspection prior to any refund or replacement.</li><li data-start="1076" data-end="1133">Determination of defect is at Deskhero&#x2019;s sole discretion.</li><li data-start="1136" data-end="1232">If confirmed defective, the item will be replaced with the same model (subject to availability).</li><li data-start="1235" data-end="1355">If the same model is unavailable, a refund of the original purchase price will be issued to the original payment method.</li></ul>We reserve the right to deny claims where damage is determined to be caused by misuse, modification, improper installation, unauthorized repair, environmental exposure, or normal wear and tear.For specific warranty coverage, please refer to our individual policies for:<ul><li data-start="951" data-end="966"><a href="https://help.deskhero.ca/en-US/are-computer-mice-covered-under-warranty-4870121" target="_blank" rel="noopener noreferrer">In-Stock Mice</a></li><li data-start="969" data-end="990"><a href="https://help.deskhero.ca/en-US/are-prebuilt-keyboards-covered-under-warranty-4870069" target="_blank" rel="noopener noreferrer">Pre-Built Keyboards</a></li><li data-start="993" data-end="1011"><a href="https://help.deskhero.ca/en-US/are-diy-and-customs-keyboard-kits-covered-under-warranty-4870109" target="_blank" rel="noopener noreferrer">Custom Keyboards</a></li><li data-start="1014" data-end="1023"><a href="https://help.deskhero.ca/en-US/my-keycap-set-has-defects-4870614" target="_blank" rel="noopener noreferrer">Keysets</a></li></ul><hr data-start="1025" data-end="1028"><h2 data-start="1030" data-end="1047" id="return-options">Return Options</h2>For eligible in-stock items, you may choose:<ul><li data-start="1097" data-end="1140">A refund to your original payment method*</li><li data-start="1143" data-end="1178">Store credit (Deskhero gift card)</li><li data-start="1181" data-end="1220">An exchange (if inventory is available)</li></ul>* PayPal refunds are subject to a 180-day refund window from the order date. If this window has passed, a Deskhero gift card of equal value will be issued instead.<hr data-start="1388" data-end="1391"><h2 data-start="488" data-end="504" id="isPasted">Return Window</h2>Return or defect claims must be submitted within 30 calendar days of confirmed delivery.If more than 30 days have passed since delivery and we have not been notified in writing, the item will no longer be eligible for return, refund, or exchange.Replacement items are covered only under the original order&#x2019;s warranty period and do not reset or extend warranty coverage.<hr data-start="1552" data-end="1555"><h2 data-start="1557" data-end="1574" id="refund-methods">Refund Methods</h2>Approved returns may be refunded to:<ul><li data-start="1616" data-end="1650">The original payment method*, or</li><li data-start="1653" data-end="1696">Issued as store credit (Deskhero gift card)</li></ul>* PayPal refunds are limited to PayPal&#x2019;s 180-day refund window from the original transaction date. If this window has expired, a Deskhero gift card will be issued in the equivalent amount.Deskhero is not responsible for payment processor limitations or restrictions.<hr data-start="1723" data-end="1726"><h2 data-start="1728" data-end="1754" id="group-buys--pre-orders">Group Buys &amp; Pre-Orders</h2>Group Buy and Pre-Order items are produced in limited quantities and are generally considered final sale.<ul><li data-start="2111" data-end="2255">Cancellations during an active Group Buy or Pre-Order are subject to a 5% cancellation fee to offset non-refundable payment processing fees.</li><li data-start="2258" data-end="2320">Once production has begun, cancellations may not be permitted.</li><li data-start="2323" data-end="2415">Returns after delivery are reviewed strictly on a case-by-case basis and are not guaranteed.</li></ul><hr data-start="2138" data-end="2141"><h2 data-start="2143" data-end="2162" id="final-sale-items">Final Sale Items</h2>The following items are final sale and cannot be returned, refunded, or exchanged:<ul><li data-start="2250" data-end="2269">In-stock deskmats</li><li data-start="2272" data-end="2282">Switches</li><li data-start="2285" data-end="2301">Unvaulted sets</li><li data-start="2304" data-end="2339">Sale items discounted 50% or more</li></ul>Additional exclusions may apply as noted on product pages.<hr data-start="2341" data-end="2344"> <h2 data-start="2346" data-end="2380" id="return-eligibility-requirements">Return Eligibility Requirements</h2>To qualify for return approval:<ul><li data-start="2752" data-end="2809">Items must be unused, unopened, and in original condition</li><li data-start="2812" data-end="2867">Factory seals and protective plastic must remain intact</li><li data-start="2870" data-end="2928">Keyboard kits and barebones must not be built or assembled</li><li data-start="2931" data-end="3014">All original packaging, accessories, documentation, and components must be included</li><li data-start="3017" data-end="3130">Products must be returned in an outer shipping box (returns shipped using only product packaging will be refused)</li></ul>Deskhero reserves the right to reject any return that shows signs of:<ul><li data-start="3205" data-end="3210">Use</li><li data-start="3213" data-end="3223">Assembly</li><li data-start="3226" data-end="3240">Modification</li><li data-start="3243" data-end="3254">Tampering</li><li data-start="3257" data-end="3301">Damage not caused by a manufacturer defect</li></ul>Rejected returns may be returned to the customer at the customer&#x2019;s expense.<hr data-start="2860" data-end="2863"><h2 data-start="2865" data-end="2883" id="fees--shipping">Fees &amp; Shipping</h2><ul><li data-start="2887" data-end="2954">Original shipping costs and shipping protection are non-refundable.</li><li data-start="2957" data-end="3031">Approved returns for unused items are subject to a 10% processing fee.</li><li data-start="3034" data-end="3140">Unless the item is confirmed defective under RMA, return shipping costs are the customer&#x2019;s responsibility.</li><li data-start="3143" data-end="3249">For approved defective items within North America, return shipping may be covered (some exclusions apply).</li><li data-start="3143" data-end="3249">Returned packages must use trackable shipping service. Deskhero is not responsible for lost or damaged return shipments. .</li></ul><hr data-start="3427" data-end="3430"><h2 data-start="3432" data-end="3452" id="refund-processing">Refund Processing</h2>Once your return is received and inspected, we will process it within 3&#x2013;7 business days.<ul><li data-start="3550" data-end="3625">Refunds are issued to your original payment method* (less applicable fees).</li><li data-start="3628" data-end="3726">Depending on your bank, it may take up to 10 additional business days for the funds to appear.</li><li data-start="3729" data-end="3825">If the PayPal refund window has expired (180 days), a Deskhero gift card will be issued instead.</li><li data-start="3729" data-end="3825">Refund amounts may be reduced if the item does not meet return condition requirements.</li></ul><hr data-start="3827" data-end="3830"><h2 data-start="3832" data-end="3850" id="partial-refunds">Partial Refunds</h2>Partial refunds may be granted if:<ul><li data-start="3889" data-end="3938">Items are returned damaged (not due to our error)</li><li data-start="3941" data-end="3969">Items are missing components</li><li data-start="3972" data-end="4007">Items are not in original condition</li></ul>All determinations are made at Deskhero&#x2019;s sole discretion.<hr data-start="4009" data-end="4012"><h2 data-start="4014" data-end="4038" id="how-to-start-a-return">How to Start a Return</h2>To begin the process, please email:&#x1F4E7; <a data-start="4082" data-end="4101" rel="noopener">support@deskhero.ca</a>Include your order number and a description of the issue so we can assist you as quickly as possible. Returns &amp; Refunds (Customs Duties and Taxes)We&#x2019;re happy to accept returns of eligible products within 30 days of delivery, subject to our standard return policy (see above).&#xA0;Please note the following regarding duties and import taxes:Duties &amp; Taxes:&#xA0;Any duties, import taxes, or customs fees paid at checkout or upon delivery are non-refundable.How to Claim Duties Back:&#xA0;If you return your order, you may be able to apply for a refund of duties/taxes directly from U.S. Customs and Border Protection. For assistance, please contact your carrier (UPS, FedEx, DHL, USPS) or U.S. Customs. Exchanges: If you exchange your item for another product, duties and taxes may be charged again on the replacement shipment.

General Return/Refund 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 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 RefundsIf 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> Gift Card Value &amp; Currency Policy<ul><li style="font-family: Arial, Helvetica, sans-serif;">Fixed Value at Time of Issuance All gift cards issued by our store retain the original face value assigned at the time of purchase. Gift card balances do not fluctuate or adjust based on changes in currency exchange rates after issuance. </li><li style="font-family: Arial, Helvetica, sans-serif;">Currency Conversion for USD/CAD Purchases If a gift card is purchased in a currency different from the store&#x2019;s operating currency (e.g., USD purchase for a CAD-based gift card), the value is converted using the official annual average exchange rate for the year in which the purchase was made. This ensures the card reflects the actual amount paid at the time of purchase. </li><li style="font-family: Arial, Helvetica, sans-serif;">No Revaluation Based on Current Exchange Rates Gift card values will&#xA0;not be recalculated or updated based on present-day exchange rates or market fluctuations. Adjusting the value to current rates would not accurately represent the amount originally paid and would be inconsistent with industry-standard gift card practices. </li><li style="font-family: Arial, Helvetica, sans-serif;">Refunds for Gift Cards Purchased in a Foreign Currency In cases where a gift card purchased in one currency is refunded or reissued in another, the conversion is applied using the annual average exchange rate from the original purchase year, not current rates. </li><li style="font-family: Arial, Helvetica, sans-serif;">Gift Card Usage &amp; Expiry Gift cards do not expire and may be redeemed at face value in the currency assigned at the time of issuance.</li></ul>

Refund Processing

Replacement requests for defects are must be reported within the manufacturer’s warranty period.

Changed your mind? Don&apos;t worry, we offer a&#xA0;14-day return policy&#xA0;for opened, lightly used in-stock mice or keyboards. You have 14 days to return an item starting from the date you received it (confirmed by the shipping tracking record).&#xA0;To be eligible for a return, your item must be in resaleable condition with the original carton and must include all components. You will be responsible for paying the shipping costs for returning your item. Shipping and customs fees are non-refundable. If 14 days have passed since you received your item, unfortunately, we cannot offer you a refund or exchange.Before purchasing a mouse, please check out our <a href="https://www.deskhero.ca/products/mouse-shapes-compare-tool?_pos=1&amp;_sid=6985d1c0f&amp;_ss=r" target="_blank" rel="noopener noreferrer">Mouse Compare Tool</a> to see what would best fit you.<div data-block="true" data-editor="pmej" data-offset-key="fovnr-0-0" id="isPasted"><div data-offset-key="fovnr-0-0"> </div></div><div data-block="true" data-editor="pmej" data-offset-key="ampml-0-0">Eligibility:<ul><li>This policy applies to mice purchased directly from DESKHERO that have been opened but show no signs of defects, modifications, tampering or damage.</li><li>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.)</li><li>Packaging must be in original and resalable condition with no dents, rips, or tears.&#xA0;</li><li>No mice grips or skates have been installed/applied to the mouse.</li></ul>Return Window:<ul><li>Customers have up to 14 calendar days from the date of delivery to initiate a return.</li></ul>Refund Policy:<ul><li>Refunds will be processed using the original payment method or via DESKHERO gift card upon receipt and inspection of the returned product.</li><li>If approved, a credit will automatically be applied to the original method of payment*&#xA0;less the cost of shipping and 10% 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.</li><li><div data-block="true" data-editor="fuk7q" data-offset-key="3laoa-0-0" id="isPasted"><div data-offset-key="3laoa-0-0">Products damaged due to mishandling or inadequate packaging will result in the full cost of the product being deducted from the refund. This includes but is not limited to scratches, stains, dents, cracks, or any other kind of wear.</div></div></li></ul>Return Shipping:<ul><li>Customers are responsible for covering&#xA0;all shipping costs, including the return of the product and the original shipping costs (if any).</li><li>Return shipping must include tracking to ensure the return is processed efficiently.</li></ul>Procedure:<ul><li>Product must be wrapped securely and placed in a shipping box with protective packing material (do not ship in just the product packaging or it will NOT be accepted).</li><li>Include the packing slip or a note with your name and address to help us verify and process your return.</li><li>Ship the package return address we provide using a reliable shipping method with tracking: Be sure to verify the return label has the correct address. &#xA0;DESKHERO is not liable for returns shipped to the incorrect Return address.&#xA0;</li><li>Once the returned product is received and inspected, a refund (minus the restocking fee) will be issued.</li></ul>Exclusions:<ol><li>Returns initiated after the 14-day window will not be accepted.</li><li>Products with manufacturing defects fall under a separate warranty and should be reported for resolution.</li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Damage caused by user negligence, accidents, disassembly, water damage, misuse, abuse, alterations, or vandalism.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Improper or inadequate maintenance, including failure to perform required preventive maintenance.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Use that does not follow the instructions in the User Guide or any additional safety, usage, or warning guidelines provided with the product.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Unauthorized modifications or commercial use.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Damage that occurs during return transit.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Unsupervised use by children under 18 years of age.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Accidents, abuse, misuse, improper installation, electrical power issues, or acts by third parties.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Products that have been altered or repaired by unauthorized individuals.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Failure to follow usage instructions accompanying the product.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Damage caused by weather conditions, lightning, fire, water, or acts of nature.</div></div></li><li><div data-block="true" data-editor="fuk7q" data-offset-key="7maqs-0-0" id="isPasted"><div data-offset-key="7maqs-0-0">Any returns received not in good order with damage, rips, or tears to the original packaging will not be accepted.</div></div></li><li style="font-weight: bold;">Returned items that do not meet our eligibility requirements will be sent back to the customer at their expense, and no refund will be issued.</li></ol></div><div data-block="true" data-editor="fuk7q" data-offset-key="618v5-0-0" id="isPasted">In certain cases, a partial refund may be issued following inspection of the returned item.<ul><li data-start="188" data-end="305">If product packaging is damaged due to insufficient protection during return shipment, a 10% deduction may apply.</li><li data-start="308" data-end="384">If original packaging components are missing, a 10% deduction may apply.</li><li data-start="387" data-end="585">Any missing items or components will be deducted from the refund value. This may include (but is not limited to) keycaps, tools, accessories, housings, plates, PCBs, cables, or other included parts.</li></ul>We recommend carefully packaging your return to avoid any deductions. All refund adjustments are determined after inspection at our warehouse.</div>

Opened In-stock Keyboard/Mouse Return Policy

Yes, customers have up to&#xA0;60 calendar days from the date of delivery or within the manufacturer&#x2019;s warranty period (if applicable) to report a defect and initiate a replacement request. Eligibility:<ul><li>This policy applies to defective keyboards purchased directly from our DESKHERO.</li><li>Products must have been used under normal conditions and exhibit a verifiable manufacturing defect.</li></ul>Warranty Window:<ul><li>Customers have up to 60 calendar days from the date of delivery or within the manufacturer&#x2019;s warranty period (if applicable) to report a defect and initiate a replacement request.</li></ul>Replacement/Refund Policy:<ul><li>Defective products will be replaced with the same model. If the same model is unavailable, a full refund will be issued to the original payment method made.</li><li>The defective product must be returned for inspection before a replacement/refund is issued.</li><li>Refunds will be processed only using the original payment method or via DESKHERO gift card if no replacement stock is available.</li><li>If you are approved, we will process your refund/gift card. For refunds, a credit will automatically be applied to your original method of payment*, 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.</li></ul>Shipping Costs:<ul><li>Within 60 days, DESKHERO will cover all shipping costs, including the return of the defective product and the shipment of the replacement.</li><li>A prepaid shipping label will be provided for the return of the defective item.&#xA0;</li></ul>Procedure:<ul><li>Provide details about the defect, including photos and videos. Videos must be downloadable under 20 MB, not in .HEIC format).&#xA0;</li><li>Use the prepaid shipping label provided to return the defective product.&#xA0;</li><li>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.). &#xA0;</li><li>Product must be wrapped securely and placed in a shipping box with protective packing material (do not ship in just the product packaging or it will NOT be accepted).</li><li>While the item is being returned for a suspected defect, it must be carefully packaged to avoid transit damage. Additional damage incurred during return shipping may affect our ability to accurately evaluate the reported issue</li><li>Once the defective product is received and inspected to match the issue mentioned, the replacement keyboard will be shipped promptly and a shipping confirmation email will be sent (if stock is available).</li><li>If no stock is available, a refund will be issued to the original payment method used or via. Deskhero gift card.&#xA0;</li></ul>Exclusions:<ol><li>Products outside the 60-day window fall under a separate warranty and should be reported for resolution</li><li>Damage caused by user negligence, accidents, disassembly, water damage, misuse, abuse, alterations, or vandalism.</li><li>&#xA0;Improper or inadequate maintenance, including failure to perform required preventive maintenance.</li><li>Use that does not follow the instructions in the User Guide or any additional safety, usage, or warning guidelines provided with the product.</li><li>Unauthorized modifications or commercial use.</li><li>Damage that occurs during return transit.</li><li>Unsupervised use by children under 18 years of age.</li><li>Accidents, abuse, misuse, improper installation, electrical power issues, or acts by third parties.</li><li>Products that have been altered or repaired by unauthorized individuals.</li><li>Failure to follow usage instructions accompanying the product.</li><li>Damage caused by weather conditions, lightning, fire, water, or acts of nature. </li></ol>What constitutes as an A-stock keyboard?<div data-block="true" data-editor="a6ngs" data-offset-key="adaa3-0-0" id="isPasted">A Stock<ul><li>Under a visual distance of 30cm, there are no major blemishes, scratches, dents, markings on TOP and SIDE FACES&#xA0;greater than 3 x 3 mm in diameter or length&#xA0;on the custom keyboard case visible under fully assembled state:<ul><li><div data-offset-key="mj1i-0-0">The faces/exterior surfaces of the keyboard included under this clause are the sections of the top, left side, right side, front side, rear side, and bottom faces which remain visible once assembled</div></li></ul></li><li><div data-offset-key="6u15j-0-0">Structure assembles properly</div></li><li><div data-offset-key="bd4oa-0-0">&#xA0;Keyboard functions properly</div></li></ul><div data-offset-key="bd4oa-0-0">Inspection at a normal angle shall prevail. If inspection at a specific angle or special light will not be within the after-sales scope.&#xA0; </div> Flaws acceptable on an A-stock unit include the following, but are not limited to:<ul><li>Any internal flaws such as anodizing streaks, machining marks, and scratches, provided they do not impact the functionality of the unit:</li><li>The faces covered in this criterion include those covered and hidden after full assembly such as the inner faces of the case top half and plate surfaces</li><li>Small imperfections under the size outlined above</li><li>Variances in anodizing and finish color</li><li>Micro-scratches on external mirror-polished surfaces</li><li>Imperfections on exterior components not custom-produced for the keyboard, such as screws and rubber feet, which do not affect the functionality of the unit</li><li>Imperfections to components which are not part of the keyboard itself upon assembly, such as packaging and included tools</li></ul>Any unit we ship out without a grade explicitly stated is inherently sold as A-stock.<div data-offset-key="cj77e-0-0"> </div>A- (Minus) Stock<ul><li>There exists at least one blemish, scratch, dent, mark on SIDE FACE of the keyboard &gt; 1mm on the SIDE FACE of the keyboard </li></ul>B Stock&#xA0;<ul><li>There exists at least one blemish, scratch, dent, mark on TOP FACE of the keyboard &gt; 1mm on any of the SIDE FACES of the keyboard </li></ul>Notes<ul><li>If a unit is found to be lesser than the grade marked for sale, clear evidence of the offending criteria must be provided. Deskhero reserves the right to make decisions accepting or rejecting the given claims of quality.</li><li>Internal marks, blemishes, scratches, dents are not counted towards grade classification, unless it impedes functionality or is visible once the keyboard is fully built from normal operating distance under normal lighting conditions.&#xA0;</li></ul></div><div data-block="true" data-editor="a6ngs" data-offset-key="cj77e-0-0"> </div><div data-block="true" data-editor="a6ngs" data-offset-key="e8kg-0-0"> </div>

Are Prebuilt Keyboards covered under warranty?

Issues for custom keyboard kits need to be reported within 30 days for a verifiable manufacturing defect.

<h2 data-start="261" data-end="298" id="isPasted">PCB Testing &amp; Build Responsibility</h2>Please test all PCBs as soon as possible using safe and proper testing methods before beginning your build.<ul><li data-start="411" data-end="473">Any damage incurred during assembly will void RMA eligibility.</li><li data-start="476" data-end="553">All returned PCBs will be inspected for signs of user damage or modification.</li><li data-start="556" data-end="656">Due to limited PCB availability, we strongly recommend careful handling and safe testing procedures.</li></ul>Always use the correct driver size when installing screws. Stripped screws or physical damage caused during assembly are not covered under warranty.<hr data-start="808" data-end="811"><h2 data-start="813" data-end="874" id="eligibility-for-refund-or-replacement-diy--custom-items">Eligibility for Refund or Replacement (DIY &amp; Custom Items)</h2>DIY items and custom products with suspected manufacturer defects are eligible for refund or replacement (if inventory is available) only if all of the following conditions are met:<ul><li data-start="1062" data-end="1111">The issue is reported within 30 days of delivery.</li><li data-start="1115" data-end="1251">The item is inspected and confirmed by the manufacturer to have a manufacturing defect (not user damage, improper use, or modification).</li><li data-start="1255" data-end="1447">The item is returned in unused, unassembled condition, in the manufacturer&#x2019;s original packaging, and includes all original components (e.g., cables, manuals, bump-ons/feet, accessories, etc.).</li></ul>Failure to meet these conditions may result in denial of refund or replacement.<hr data-start="1530" data-end="1533"><h2 data-start="1535" data-end="1560" id="lubing--modifications">Lubing &amp; Modifications</h2>Please note:<ul><li data-start="1578" data-end="1639">Lubricating switches or internal components can cause damage.</li><li data-start="1642" data-end="1694">Damage resulting from lubing will void the warranty.</li><li data-start="1697" data-end="1790">Evidence of modification, soldering, desoldering, or tampering may void warranty eligibility.</li></ul><hr data-start="1792" data-end="1795"><h2 data-start="1797" data-end="1826" id="parts--modding-components">Parts &amp; Modding Components</h2>Custom cables, PCBs, LEDs, diodes, switches, lubricants, and other components sold for repair or modification purposes do not carry a manufacturer warranty.Deskhero cannot be held liable for damage resulting from:<ul><li data-start="2047" data-end="2070">Improper installation</li><li data-start="2073" data-end="2085">User error</li><li data-start="2088" data-end="2105">Stripped screws</li><li data-start="2108" data-end="2125">Incorrect tools</li><li data-start="2128" data-end="2143">Modifications</li><li data-start="2146" data-end="2165">Electrical damage</li><li data-start="2168" data-end="2187">Improper handling</li></ul>These items are purchased and used at the customer&#x2019;s own risk.<hr data-start="2253" data-end="2256"><h2 data-start="2258" data-end="2292" id="defective-parts-keyboard-kits">Defective Parts (Keyboard Kits)</h2>If a component within a keyboard kit is confirmed defective:<ul><li data-start="2358" data-end="2432">The defective part must be returned to Deskhero at the customer&#x2019;s expense.</li><li data-start="2435" data-end="2532">Once received and verified, Deskhero will cover the cost of shipping the replacement part to you.</li></ul><hr data-start="2534" data-end="2537"><h2 data-start="2539" data-end="2578" id="returning-a-keyboard-or-keyboard-kit">Returning a Keyboard or Keyboard Kit</h2>If you wish to return a keyboard or keyboard kit (for reasons other than a confirmed defect):<ul><li data-start="2677" data-end="2740">The return must meet the eligibility requirements listed above.</li><li data-start="2743" data-end="2799">Return shipping costs are the customer&#x2019;s responsibility.</li><li data-start="2802" data-end="2847">Original shipping charges are non-refundable.</li><li data-start="2850" data-end="2888">A 10% return processing fee will apply.</li></ul>If the item is confirmed defective and approved for RMA, return shipping eligibility will follow our RMA policy.<hr data-start="3004" data-end="3007"><h2 data-start="3009" data-end="3031" id="pre-built-keyboards">Pre-Built Keyboards</h2>Pre-built keyboards must have defects reported within:<ul><li data-start="3091" data-end="3139">60 calendar days from the date of delivery, or</li><li data-start="3142" data-end="3200">Within the manufacturer&#x2019;s warranty period (if applicable),</li></ul>whichever applies.Defect claims must be approved before replacement processing. Please refer to the <a href="https://help.deskhero.ca/en-US/are-prebuilt-keyboards-covered-under-warranty-4870069" target="_blank" rel="noopener noreferrer">Pre-Built Keyboard Warranty Policy</a> for full details.<hr data-start="3358" data-end="3361"><h2 data-start="3363" data-end="3398" id="contact-support-before-returning">Contact Support Before Returning</h2>Before returning any item, please contact our Support Team:&#x1F4E7;support@deskhero.caOur team will guide you through the appropriate next steps and available options. 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>

Are DIY and Customs Keyboard Kits covered under warranty?

Yes, customers have up to&#xA0;60 calendar days from the date of delivery or within the manufacturer&#x2019;s warranty period (if applicable) to report a defect and initiate a replacement request.We generally follow the same warranty policy as the manufacturer but unlike most retailers we will refund the original shipping cost (if any) for any defective mice for the duration of the warranty period if no stock is available for a replacement.&#xA0; Eligibility:<ul><li>This policy applies to defective mice purchased directly from DESKHERO</li><li>Products must exhibit a verifiable manufacturing defect and must have been used under normal conditions.</li><li>Defect must be confirmed upon inspection. If no verifiable defect is found, the original mouse will be returned and a shipping fee will apply.</li></ul>Warranty Window:<ul><li>Customers can report defects and request a replacement within 1 year from the date of order arrival to report a defect and initiate a replacement request.</li></ul>Replacement/Refund Policy:<ul><li>Defective products will only be replaced with the same model. If the same model is unavailable, a refund will be issued to the original payment method made.</li><li>The defective product must be returned for inspection before a replacement/refund is issued.</li><li>Refunds will be processed only using the original payment method or via DESKHERO gift card if no replacement stock is available.</li><li>If approved, a credit will automatically be applied to the original method of payment* less the cost of shipping 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.</li></ul>Shipping Costs:<ul><li>After 60 days, customers are responsible for covering the return shipping costs.</li><li>In the event that no replacement stock is available, return shipping costs are non-refundable and will be deducted from the refund amount.</li><li>Customers must use a reliable shipping method with tracking for the return to ensure the product reaches us safely.</li><li>The shipping costs for the replacement will be covered by DESKHERO.</li></ul>Procedure:<ul><li>Provide details about the defect, including photos and videos. Videos must be downloadable under 20 MB, not in .HEIC format)&#xA0;</li><li>Products must be returned in the manufacturer&apos;s original carton and must include&#xA0;all components and other items originally packaged with the product (i.e. cables, manuals, etc.). &#xA0;</li><li>Product must be wrapped securely and placed in a shipping box with protective packing material (do not ship in just the product packaging or it will NOT be accepted).</li><li>While the item is being returned for a suspected defect, it must be carefully packaged to avoid transit damage. Additional damage incurred during return shipping may affect our ability to accurately evaluate the reported issue.</li><li>Ship the package to the return address we provide using a reliable shipping method with tracking.</li><li>Once the defective product is received and inspected to match the issue mentioned, the replacement mouse will be shipped promptly after and a shipping confirmation email will be sent to the customer.</li><li>If no stock is available, a refund will issued to the original payment method used or a Deskhero gift card will be issued in the same value.</li></ul>Exclusions:<ol><li>Warranty claims beyond the 1-year window are not eligible under this policy.</li><li>Damage caused by user negligence, accidents, disassembly, water damage, misuse, abuse, alterations, or vandalism.</li><li>Improper or inadequate maintenance, including failure to perform required preventive maintenance.</li><li>Use that does not follow the instructions in the User Guide or any additional safety, usage, or warning guidelines provided with the product.</li><li>Unauthorized modifications or commercial use.</li><li>Damage that occurs during return transit.</li><li>Unsupervised use by children under 18 years of age.</li><li>Accidents, abuse, misuse, improper installation, electrical power issues, or acts by third parties.</li><li>Products that have been altered or repaired by unauthorized individuals.</li><li>Failure to follow usage instructions accompanying the product.</li><li>Damage caused by weather conditions, lightning, fire, water, or acts of nature.</li></ol>

Are Computer Mice covered under warranty?

Open Box Items have a Limited One-Year Warranty. Terms and Conditions apply.

<ul><li>Open Box items are products that have been used for photography purposes only or returned by customers. </li><li style="font-size: 15px;">Items have been inspected, tested, and verified to be in perfect working condition.&#xA0; </li><li style="font-size: 15px;">They include all original accessories and are sold at discounted prices. </li><li style="font-size: 15px;">Condition:&#xA0;While Open Box items are in like-new condition, some may have minor cosmetic imperfections. These do not affect the functionality of the product. </li><li id="isPasted" style="font-size: 15px;">These products are covered by a limited&#xA0;1-year warranty&#xA0;from the date of delivery. See terms below. </li><li style="font-size: 15px;">By purchasing these products you are agreeing to these terms.</li></ul> Limited One-Year Warranty Terms for Open Box Products:Eligibility:<ul><li>This policy applies to defective Open Box items purchased directly from our DESKHERO.</li><li>This limited warranty is non-transferable and applies only to the original purchaser.</li><li>Products must have been used under normal conditions and exhibit a verifiable manufacturing defect.</li><li>Defect must be confirmed upon inspection. If no verifiable defect is found, the item will be returned and a shipping fee will apply.</li></ul>Warranty Window:<ul><li>Customers have up to 1 year from the date of delivery or within the manufacturer&#x2019;s warranty period (if applicable) to report a defect and initiate a replacement request.</li></ul>Refund Policy:<ul><li>Replacement parts will be supplied where possible.</li><li>When no replacement parts are available, the defective product must be returned for inspection before a refund is issued.</li><li>Refunds will be processed via&#xA0;DESKHERO gift card only&#xA0;in the same value of the purchased product. Any shipping costs will be deducted from the refund amount.</li></ul>Shipping Costs:<ul id="isPasted"><li data-block="true" data-editor="1fdlo" data-offset-key="924v3-0-0"><div data-offset-key="924v3-0-0">After&#xA0;30 days, customers are responsible for covering the return shipping costs.</div></li><li data-block="true" data-editor="1fdlo" data-offset-key="5f01t-0-0"><div data-offset-key="5f01t-0-0">Return shipping costs are non-refundable and will be deducted from the refund amount.</div></li><li data-block="true" data-editor="1fdlo" data-offset-key="deg38-0-0"><div data-offset-key="deg38-0-0">Customers must use a reliable shipping method with tracking for the return to ensure the product reaches us safely.</div></li></ul>Procedure:<ol id="isPasted"><li data-block="true" data-editor="1fdlo" data-offset-key="7hagq-0-0"><div data-offset-key="7hagq-0-0">Provide details about the defect, including photos and videos. Videos must be downloadable under 20 MB, not in .HEIC format)&#xA0;</div></li><li data-block="true" data-editor="1fdlo" data-offset-key="duh1n-0-0"><div data-offset-key="duh1n-0-0">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.). &#xA0;</div></li><li data-block="true" data-editor="1fdlo" data-offset-key="59n87-0-0"><div data-offset-key="59n87-0-0">Product must be wrapped securely and placed in a shipping box with protective packing material (do not ship in just the product packaging or it will NOT be accepted).</div></li><li data-block="true" data-editor="1fdlo" data-offset-key="a57hu-0-0"><div data-offset-key="a57hu-0-0">Ship the package to the provided return address using a reliable shipping method with tracking: Be sure to verify the return shipping address is correct as per below.</div></li><li data-block="true" data-editor="1fdlo" data-offset-key="a57hu-0-0"><div data-offset-key="a57hu-0-0">Once the defective product is received and inspected to match the issue mentioned, a refund will be issued via Deskhero gift card.</div></li></ol>Exclusions:<div data-block="true" data-editor="8d77n" data-offset-key="4ie32-0-0" id="isPasted"><div data-block="true" data-editor="8d77n" data-offset-key="4ie32-0-0" id="isPasted"><ul><li><div data-offset-key="4ie32-0-0">Products outside the 1 year from delivery warranty window.</div></li><li><div data-offset-key="4ie32-0-0">Normal wear and tear.</div></li><li><div data-offset-key="4ie32-0-0">Cosmetic damage that does not affect functionality.</div></li><li><div data-offset-key="4ie32-0-0">Damage caused by user negligence, accidents, disassembly, water damage, misuse, abuse, alterations, or vandalism.</div></li><li><div data-offset-key="4ie32-0-0">Improper or inadequate maintenance, including failure to perform required preventive maintenance.</div></li><li>Use that does not follow the instructions in the User Guide or any additional safety, usage, or warning guidelines provided with the product.</li><li>Unauthorized modifications or commercial use.</li><li>Damage that occurs during return transit.</li><li>Unsupervised use by children under 18 years of age.</li><li>Accidents, abuse, misuse, improper installation, electrical power issues, or acts by third parties.</li><li>Products that have been altered or repaired by unauthorized individuals.</li><li>Loss or theft.</li><li>Failure to follow usage instructions accompanying the product.</li><li>Damage caused by weather conditions, lightning, fire, water, or acts of nature.</li></ul></div></div><div data-block="true" data-editor="8d77n" data-offset-key="4cbbd-0-0"> </div>

Open Box Terms & Conditions

While defective keysets are not eligible for full exchange,&#xA0;we&#x2019;re happy to provide replacement keys to resolve any manufacturing issues.Please note that we try to use as many real pictures as we can to represent keysets as best as possible, however to supplement these photos we also use renders and colors in the final product may vary since renders are done under idealistic artificial lighting. Renders are only used to estimate the final product. The end product may vary in color from the renders as they are not guaranteed to be 100% accurate to the end product. By purchasing these products, you are agreeing to the above terms.&#xA0;If you receive a keycap set that is missing a keycap or has damaged keycaps, please submit a claim form. Details below:<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);">Deskhero will save 5% of each kit in the set. If a specific issue has occurred over that number (this number may change) - we will work with the manufacturer to determine if it is a manufacturer defect and begin the process to obtain fix kits if possible.&#xA0; &#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);">If it is less than 5%, Deskhero will consider the issue rare/one off and will work with the customer to use the saved kits to replace the affected key(s) or issue a partial refund or start an RMA if desired. While saved kit supplies last.&#xA0; </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);"><a href="https://help.deskhero.ca/en-US/general-inquiries-261896#:~:text=What%2520is%2520an-,Unvaulted,-Item%253F" target="_blank" rel="noopener noreferrer">Unvaulted</a> sets will not have replacement keys available and are final sale items. No returns/replacements/refunds. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);">If a potential issue arises through our support channels - we will create a Google Form for verified customers to collect this data. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);">If issues are over 5%, replacement keys will be dependent on the claim submissions filed with the manufacturer. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">Keycap defects&#xA0;must be reported within 30 days of receiving your order to be eligible for a claim submission. Please reach out to us at&#xA0;<a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> to submit your claim submission. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);">Here are examples of issues that may warrant a replacement:</li></ul>1. &#xA0; &#xA0;Missing caps (duplicate caps)2. &#xA0; &#xA0;Duplicate caps3. &#xA0; &#xA0;Extremely scuffed/damaged caps4. &#xA0; &#xA0;Major specks/imperfections5. &#xA0; &#xA0;Illegible legends6. &#xA0; &#xA0;Off center legends <ul id="isPasted"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left; color: rgb(0, 0, 0);">Approved claims will receive replacements for the individual key, NOT a return and exchange for the entire set.</li></ul><ul style="padding: 0px 0px 0px 16px;margin: 1em 0px 0cm 24px;list-style-type: disc;color: rgb(0, 0, 0);font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;Segoe UI&quot;, Arial, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;;font-size: 13px;font-style: normal;font-weight: 400;text-align: start;text-indent: 0px;" type="disc"><li style="line-height: normal; margin: 0cm 0cm 12pt; font-size: 16px; font-family: Arial, Helvetica, sans-serif; color: rgb(0, 0, 0); text-align: left;">The slight bending of a spacebar derives from the production process and is to some degree inherent to all space bars. Due to the wide variety of custom colors GMK makes spacebars from, each production process is new. Meaning, the composite of the material changes with every different custom color. And the different pigments in the material influence the slight bending of a spacebar. This is the reason that sets will vary in this respect.</li><li style="line-height: normal; margin: 0cm 0cm 12pt; font-size: 16px; font-family: Arial, Helvetica, sans-serif; color: rgb(0, 0, 0); text-align: left;">All spacebars are from the same production run per keyset. GMK measures the spacebars to ensure they are within tolerance. In general, the spacebars should have enough play on the keyboard to be functional. All our keycaps work best with original Cherry MX switches, and not a dupe/clone.&#xA0;</li></ul><ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; color: rgb(0, 0, 0);">*Minor specks/imperfections that are not detectable from regular viewing distance or within the visible area of a fully assembled keyboard (approx. &gt;1.5 ft away) or on the north/back side of a key) may not constitute as a defect. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Every submission will be examined by Deskhero and potentially the manufacturer on a case by case basis. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Further, more detailed instructions will be outlined if/when the Google form is created to collect the data.</li></ul>

My Keycap Set Has Defects

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

We offer a two-week price protection policy.

At Deskhero, we understand that pricing can fluctuate often! To ensure our customers feel secure in their purchases, we offer a two-week price protection policy. This policy is designed to provide peace of mind for our customers who may be concerned about price changes shortly after their purchase.Under this policy, if a product you purchased is reduced in price within two weeks of your purchase date, you may be eligible for a&#xA0;price adjustment or gift card of the difference in value + 10%!.&#xA0; This adjustment will reflect the lower price, allowing you to benefit from the most competitive pricing available.To qualify for this price protection, customers must meet the following criteria:<ul data-sanitized-data-mce-fragment="1"><li data-sanitized-data-mce-fragment="1">The request for a price adjustment must be made within 14 days from the original purchase date.</li><li data-sanitized-data-mce-fragment="1">The item must be the same model and configuration as the one originally purchased.</li><li data-sanitized-data-mce-fragment="1">The price drop must be applicable to the same product listed on our website.</li></ul>To initiate a price adjustment or gift card request, customers should contact our support team at <a data-mce-href="mailto:support@deskhero.ca" data-sanitized-data-mce-fragment="1" data-sanitized-data-mce-href="mailto:support@deskhero.ca" href="mailto:support@deskhero.ca">support@deskhero.ca</a> with the necessary details, including the order number and the current price of the product. Our team will review the request and, if approved, will issue a refund for the difference in price, or a gift card refund + 10% of the value!.&#xA0;It is important to note that this price protection policy is applicable only to products purchased directly from Deskhero.ca Inc. and does not extend to third-party sellers or marketplaces. Additionally, this policy does not apply to items that are already on sale or part of a promotional event at the time of purchase.We strive to maintain transparency and fairness in our pricing practices, and this two-week price protection policy is a testament to our commitment to customer satisfaction. By offering this policy, we aim to foster trust and confidence in our customers&apos; purchasing decisions.For any further inquiries regarding our price protection policy, please do not hesitate to reach out to our customer support team. Thank youDeskhero Inc

Returns, Exchanges, and Warranty