Return Policy

Returns and Exchanges

We will accept returns and exchanges for items that have a manufacturer's defect, was damaged during shipping or if the wrong item was shipped. Only the same item can be exchanged. We cannot offer returns, exchanges or refunds for non-faulty products, as our products are made to order.

To be eligible for a return or an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, and all included accessories to Awekeys. You’ll also need the receipt or proof of purchase.

The refund will be processed once received and inspected by Awekeys. It is recommended to use a tracked and insured postal service. Shipping cost for returns are paid for by the customer.

The shipping fee, handling fees, or any form of tax caused by return will NOT be refunded. Additionally, a restocking fee (35% of the item’s retail value) will be charged under this circumstance. This also applies to packages that have been opened but are still working well. Please contact support@awekeys.com to process your request. After receiving and checking that the item is in good condition, you will receive an email notifying you that the remaining 65% of the amount paid will be reimbursed directly to the payment method used (PayPal or Credit Card) within 3-5 working days. Please also note that PayPal or your bank may also require some processing time after we have issued your refund.

The deadline for any exchange is 7 days from the delivery confirmation email.

To initiate a return, you can contact us at support@awekeys.com. After verifying your return request, you would need to send us the tracking number for the return parcel via email again within 10 days. Your warranty may be voided if you fail to arrange the shipment and provide the tracking number of the return parcel within the stated time frame.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You need to provide any solid proof of the problem you come across.

We recommend contacting the courier regarding any issues with shipment. We do not offer refunds if they have an issue with delivery, nor will we resend the order.

 

Exceptions / Non-Returnable Items
Pre-Orders/Group Buy items and custom products (such as special orders or personalized items) cannot be returned or refunds after the pre-order or group buy period, which you acknowledge prior to purchasing due to their custom made nature. Please make sure that you've carefully read the product description and our group buy policy before making a purchase.

Clearanced items are not eligible for returns. All sales are final.

Please get in touch if you have questions or concerns about your specific item.

 

Group Buy / Pre-order / Crowdfunding

Group Buy (GB) , Pre-Order, and Crowdfunding is similar to made to order and takes place before the actual manufacturing. GBs are widely used as a sale format in the community of mechanical keyboards.

Usually payments are collected by the vendor and their proxies around the world within a pre-defined timeframe or until a certain unit number has been reached, then, forwarded to the factory for manufacturing. Due to the nature of this process there is an extended timeline from order to shipping from several weeks to several months. For GB items you will find a shipping date estimation in the product description. Be aware that these dates are, literally, only estimates and possibilities of delays or setbacks cannot not be completely ruled out.
 

Regarding Dissatisfaction with the Product Feel Or Appearance

We do not accept returns or exchanges based on dissatisfaction with the keyboard, keycap, or switch feel. Our products are specially made using unique materials and processing methods, which may result in varying feels depending on different typing methods, keyboard kits, or accessories.

Additionally, please be aware that the actual product may visually differ from the online pictures or renders used for marketing purposes due to monitor and lighting effects. If you request an exchange due to a fault or deficiency in the product, please email us with supporting images or videos.

 

Cancellations

Since we will be charged credit card and bank fees on the refund, we will charge a cancellation fee of the order sum (shipping included) which will be deducted from the refund where applicable. 

Due to Shopify’s change in their refund policy as of March 1st, 2020, Awekeys is obligated to charge a 3% fee on canceled orders.

When cancelling an order and providing a refund for an order. Shopify will charge customers a 3% cancellation fee. This fee is not placed by Awekeys and is subject to Shopify processing rules. 

 

Refunds (if applicable)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.