Refund policy

Akeycap Refund & Return Policy

Last Updated: April 15, 2026

At Akeycap, we are committed to providing high-quality mechanical keyboard accessories for enthusiasts. Due to the collectible, limited, and custom nature of our products, our refund and return policy is strictly outlined below. By placing an order on akeycap.com, you acknowledge and agree to these terms.

1. RETURN WINDOW & ELIGIBILITY

We offer a 14-day return policy. You have 14 days after receiving your item to request a return.

  • Condition: To be eligible for a return, your item must be in the exact same condition as received: unused, unmounted (not placed on switches), and in its original packaging.

  • The "Mounted" Rule: Mounting a keycap onto a switch constitutes "use." Once a keycap has been mounted, it is no longer eligible for a return for non-quality reasons.

  • Seals: For keycap sets, if the vacuum seal, plastic wrap, or original box seal is broken, a return will be rejected to ensure product integrity for future collectors.

2. RETURN PROCESS & COSTS

  • Initiation: To start a return, you must contact support@akeycap.com with your order number and clear photos of the item's current condition.

  • Return Address: Authorized returns must be sent to our fulfillment center in Mainland China/Hong Kong.

  • Shipping Fees: Unless the return is due to a confirmed manufacturing defect, customers are responsible for all return shipping costs and any incurred customs duties.

  • Tracking: We strongly recommend using a trackable shipping service. Akeycap is not responsible for returned items lost in transit.

3. REFUSED SHIPMENTS & UNPAID DUTIES

  • Tax Responsibility: For international orders (DDU or IOSS), it is the customer's responsibility to provide accurate information and cooperate with local customs.

  • Refusal Policy: If a shipment is refused by the customer due to the refusal to pay import duties/VAT or failure to provide necessary information, the original shipping cost and any return fees/taxes incurred will be deducted from the final refund.

4. DEFECTS & QUALITY STANDARDS

Please inspect your order upon arrival. Claims for defects must be submitted within 7 days of delivery.

  • Evidence Required: A clear unboxing video or high-resolution photos are required for all defect claims.

  • Acceptable Quality Standards (AQS): We evaluate all claims based on industry-standard keyboard enthusiast benchmarks. The following are considered Acceptable and are not eligible for a "defective" refund:

    • Internal injection marks or sprue marks (not visible once installed).

    • Slight texture inconsistencies or micro-scratches only visible under specific harsh lighting.

    • Imperfections invisible at a distance of 30cm under normal desk lighting.

5. GROUP BUY (GB) & PRE-ORDER ITEMS

  • Cancellations: For Group Buy items, cancellations and refunds are only accepted within 24 hours of purchase. After this window, the order is locked for production.

  • Final Sale: GB items are produced-to-order. They are non-returnable unless there is a functional defect that cannot be resolved via replacement parts.

6. REFUNDS

  • Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection.

  • Processing: Approved refunds will be processed to your original payment method (PayPal or Credit Card) within 7-10 business days.

  • Note: Original shipping fees and any non-refundable payment processing fees may be deducted unless the item was defective.

7. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.