For customers who wish to return, exchange, or request repairs, we kindly ask for prior contact. We cannot accommodate returns without prior notification or returns made without our reply to the customer's inquiry. Please note that we are unable to bear the shipping costs.
If the received product has significant stains, damage, missing parts, or defects, please contact us within 7 days of product arrival. We will negotiate with the manufacturer on behalf of the customer regarding returns or exchanges.
When negotiating with the manufacturer, we require the following two pieces of information, so please provide them clearly:
1. Detailed explanation of the situation 2. Photos showing the defective area or screenshots in the case of apps/software
In cases where replacement products cannot be provided due to product discontinuation or limited edition items, we may request a return even if an exchange is desired. Regarding the delivery fee for returning/exchanging products, if it is due to the customer's convenience, we kindly ask the customer to bear the cost. Furthermore, we assume no responsibility for damage or loss during the return shipment. Please ensure proper packaging when returning the product.
Return and Exchange Rules: Due to the nature of the products and manufacturer requirements, returns and exchanges are subject to confirmation of the situation through prior contact with the customer. Depending on the content, including customer convenience, there may be cases where we cannot accept returns or exchanges.
Examples of cases where returns or exchanges are not accepted:
1. Products clearly stated as non-returnable. 2. Initial defects reported after 7 days from the product arrival. 3. Reasons such as differences in color, shape, or appearance compared to the customer's imagination. 4. Damage, scratches, dents, or dirt on the product or outer packaging. 5. Stickers, waybills, or shipping labels attached to the product or outer packaging. 6. Incompatibility with the customer's existing device. 7. Failure to provide necessary information for negotiation with the manufacturer (photos of defective areas, description of the situation). 8. Customer's own ordering mistake. 9. Products that have been resold or transferred by other parties. 10. Items provided by Keychron as sponsorship for gift campaigns. 11. Cases where the manufacturer has upgraded the app, rendering it incompatible with the customer's environment, or discontinued providing the app. 12. Other cases where we determine that we cannot provide assistance.
Repair Warranty: If there is damage, malfunction, or a need for repairs after use, we request that customers directly contact the manufacturer for repair requests. The round-trip delivery fee between the manufacturer and the customer, as well as the repair cost, will be borne by the customer. The delivery fee includes international shipping, customs duties, and domestic shipping.
Refunds and Cancellations: Refunds will be made through the method specified by our company (credit card or bank transfer). For credit card refunds, the amount refunded will be the full amount minus an adjustment fee (700 yen). For bank transfers, the amount refunded will be the amount minus the adjustment fee (700 yen) and transfer fees (including overseas remittance fees). Please note that we do not accept cash on delivery. Regardless of whether the product has been shipped or not, the same fee will be charged. Thank you for your understanding.
Except for the following situations, we do not accommodate refunds at the customer's convenience:
1. When the product is confiscated (destroyed) by customs during importation, rendering delivery impossible. 2. In the case of pre-order products, if there is a delay of more than 30 days from the initially stated delivery date. 3. When it becomes a return instead of an exchange due to unavailability of replacement products.
If you wish to receive a refund, please be sure to go through customer support and avoid contacting the credit card company yourself.
Question Support: If you are unsure about how to use a product, we will inquire with the manufacturer on your behalf regarding the usage instructions. This support is available only within 7 days of product arrival.