We want every order to arrive in perfect condition. This policy covers what to do if yours doesn't — and what to expect if it does.
7-Day Reporting Window
If your keyboard arrives with a manufacturing defect or damage, you must report it to us within 7 days of delivery. Claims made after this window will be handled under our standard Warranty Policy instead.
Unboxing Video Is Mandatory
To claim a replacement for a defective or damaged-on-arrival unit, you must provide an uncut, unedited video of the unboxing, filmed continuously from the moment the sealed package is first opened. This video must clearly show the packaging condition and the defect or damage.
Without a valid unboxing video, we're unable to offer a replacement — this is a strict requirement, no exceptions. We recommend recording every unboxing as a habit, even if you don't expect a problem.
Replacement, Not Refund
Verified manufacturing defect or damage-on-arrival claims are resolved with a free replacement unit, not a cash refund. We currently sell a single product line, so this keeps the process fast and predictable for both sides.
Return Shipping
Once a replacement claim is approved, the customer is responsible for shipping the defective unit back to us, and we'll ship the replacement out once it's received and inspected. Both legs of shipping (return and replacement) are at the customer's cost.
What's Not Eligible
- Change-of-mind returns — we don't offer returns or exchanges for reasons other than a manufacturing defect or transit damage
- Claims without an unboxing video
- Products that show signs of use, tampering, or damage caused after delivery
- Claims made after the 7-day window (covered instead under our Warranty Policy)
Order Cancellations
Orders can be cancelled free of charge before they ship. Once an order has shipped, it can no longer be cancelled — please wait for delivery and use the process above if there's a problem with the unit.
How to Start a Claim
- Contact us on WhatsApp within 7 days of delivery.
- Share your order number, a description of the issue, and your unboxing video.
- We'll confirm approval and next steps, including the return address.