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General Return/Exchange PolicyUpdated 2 days ago

If you’re looking to return or exchange your in-stock order, we'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) within 30 days 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. *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. 

If you received a Defective Keyset, please submit a claim form to receive individual replacement keys. Click here for more details.

Be sure to check your items once your receive your package as our policy for all products lasts 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’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. 

Note: All in-stock deskmats, switches, and Unvaulted sets, Open Box, or Summer Sale items are Final Sale and cannot be returned or exchanged. 

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 30 days of receiving your order. Products must be returned in the manufacturer'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. 

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 [email protected] to begin the Return/Exchange process. 

Unless your item has been approved for an RMA and inspected to have a manufacturer'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’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 3–7 business days. Depending on your bank’s processing time, it may take up to 10 days after we process the return to reflect on your account.

  • All in-stock deskmats, switches, and Unvaulted sets, Open Box, or Summer Sale items are Final Sale and cannot be returned or exchanged.  
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