Cancellation policy

Purchase Options & Order Cancellation Policy

At AKeyCap (akeycap.com), every product is either curated with strict quality control or painstakingly handcrafted by our master artisans. This cancellation policy outlines the clear guidelines and timeframes for canceling different types of purchases in our studio.

1. Standard Retail Orders (In-Stock Items)
- Cancellation Window: You may request a cancellation within 12 hours of placing your order, provided the fulfillment process and international dispatch have not yet begun.
- Once Dispatched: Once a tracking number is generated and the package has been handed over to our global logistics partner (YunExpress), the order cannot be canceled mid-transit. In this case, please wait for delivery and refer to our standard Return & Refund Policy to arrange an authorized return.

2. Bespoke Commissions & Custom-Made Products (Hand-Engraved / Laser Custom)
Because custom-commissioned artworks (including Master Bespoke titanium keycaps, 24K gold/silver inlays, and customized laser-engraved editions) require dedicated raw materials, tool calibration, and dozens of hours of manual craftsmanship:
- Pre-Production Phase: You may cancel your custom order for a full refund only BEFORE the design blueprint is finalized and production officially begins.
- Production Phase: Once you have approved the 2D draft / layout and our master artisans commence crafting, bespoke custom orders become strictly NON-CANCELLABLE, NON-REFUNDABLE, and NON-EXCHANGEABLE. 
All bespoke investments, dedicated precious metal materials, and artisan labor are irreversible once production is underway.

3. Pre-Orders & Limited Group Buys
- When you purchase a pre-order item, your slot in the production schedule is immediately reserved.
- You may cancel a pre-order within 24 hours of purchase for a full refund. 
- After 24 hours, production batches and manufacturer allocations are locked in. Cancellations after this 24-hour window may be subject to a 10% processing and administration fee, or can only be handled after the final product arrives according to our Return Policy.

4. Subscription & Try-Before-You-Buy Services
- AKeyCap currently does NOT offer automated recurring subscriptions or "try before you buy" purchasing options. All transactions made on akeycap.com are one-time authorized charges.

5. How to Request a Cancellation
To request an eligible cancellation, please immediately contact our official concierge team with your Order Number (e.g., #AKEY_1031) and reason:
* Official Support Email: service@akeycap.com
* Operating Entity: KEYCAP TRADING LIMITED (Room 1603, 16/F, Tung Ning Building, Sheung Wan, Hong Kong)

Eligible refunds will be credited back to your original payment method (via Airwallex / Shopify Payments / PayPal) within 3–7 business days, depending on your card issuer's processing time.