Warranty & Return Policy

7-Day Return Policy

On the ground of disliking a product, you may return any non-customized and non-sales product that is sealed, within the 7 days upon receiving it. To be eligible for a return, your item must be unused and in the same condition that you received it. It also must be in the original packaging. Customized and sales products, accessories, or spare parts are excluded from the 7-day return policy. 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@epomaker.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.

For items that are damaged, incorrect, or faulty upon delivery, you must contact support@epomaker.com within 7 days upon delivery. You need to provide any solid proof of the problem you come across. Epomaker will help you identify the problem, and may cover the shipping cost according to the agreed amount. Please kindly note that a shipping fee that is extremely higher than the 15% of product value is non-refundable. The shipping fee won’t be refunded if the product is not with any manufacturer defects.

Note:

All customized products (including customized keycaps) are non-refundable and cannot be returned to Epomaker. This also applies to items such as carry cases, cables, spare keycaps, switch pullers, and other accessories, due to hygiene purposes.

If one of the items in the package is defective/incorrect/missing (e.g. keycaps, cables, switch puller, and etc.), a refund or replacement will be done only for that particular item, depending on the particular situation.

Warranty

Epomaker offers a 1-year warranty for keyboards and DIY kits, and offers a 6-month warranty for keycap sets and cases (e.g the case-only product sold separately). Batteries will be covered by the 3-month warranty. Accessories such as keycap pullers, switch pullers, free spare keycaps, cables etc., are excluded from the warranty. To claim for a warranty or confirm whether your product is eligible for return/warranty, please kindly contact us via support@epomaker.com.

The warranty does not extend to any product whose serial number has been defaced or altered, just as the warranty will cease if you make modifications in the software not authorized by Epomaker. 

* Warranty is not applicable under certain circumstances; please read the segment below.

Defective Products

Epomaker warranty covers any factory defects that might affect the proper functionality of your purchase.

The below are not covered by the warranty:

  1. Defects that are caused by misuse, abuse, installation, swapping, self-repairing and/or modifications, or maladjustment of the product, or neglect, overdriving, and similar actions.
  2. Defects in consumables, or use beyond the expected lifetime of the consumable in question.
How can i claim my warranty?

In order to claim for warranty, you MUST email support@epomaker.com first and provide the following information:

  • Your order number
  • The proof of purchase of our selling channel or platform
  • Images/videos showing the quality problem complying with our warranty policy

Once we have confirmed that your item is defective, a replacement unit will be sent to you. We might require you to return the defective unit to Epomaker in exchange for a replacement.

How do i return the items to you?

If we require you to return the product, we will inform you via email. You need to provide a tracking number for the return parcel to support@epomaker.com via email within 10 days after we verify your return request. Your warranty may be void if you fail in providing a tracking number within a certain time period or return items after 20 days from claiming the warranty.

For defective items within the first 7 days upon delivery, Epomaker will cover the shipping cost on an agreed amount and reship the replacement unit to you. Epomaker will not cover the shipping cost for customers who opt for a full refund instead.

For items that are claimed to be faulty after 7 days, you have to ship the item back to Epomaker to check for any factory defects. Epomaker will not cover the shipping cost under this circumstance. We will only cover the repair/replacement and return shipping (excluding any possible local tax/import/processing fees).

Note:

Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@epomaker.com. Failure in doing so and worsening the condition of the product may limit or void your warranty.

Incorrect / Missing Item(s) Upon Delivery

Upon receiving your parcel, please confirm the contents of the package and ensure that it is in good condition before signing for it.

If your product is incorrect / missing, please follow the instructions:

  1. Send an Email to support@epomaker.com with an appropriate Subject Title
  2. Provide your order number and state your issue clearly
  3. Attach photos and videos to show that your product is incorrect / missing

Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For incorrect products, Epomaker reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first. If the return is needed, the shipping fee may be covered by issuing a shipping label or reimbursement after we receive and check that the product is functioning well

Warranty Not Applicable When:
  • Damages that are caused by misuse, abuse, installation, swapping, self-repairing and/or modifications, or maladjustment of the product, or neglect, overdriving, and similar actions.
  • Products are sales, giveaways, or prize items.
  • Products are not purchased from https://epomaker.com (i.e. Aliexpress, crowd-funding campaigns, Amazon and etc.), if your product is purchased via another Epomaker selling channel, please kindly double check the warranty accordingly.
  • Defects in consumables, or use beyond the expected lifetime of the consumable in question.
  • Users do not follow the “User Guide”, instructions, or other additional safety, use, or warnings included in the product materials.
  • Products are used commercially.
  • Unsupervised assembly use of products by children under 18 years of age.
  • Products have been modified or repaired by people not authorized by Epomaker.
  • Products become faulty due to poor weather conditions or any natural disaster.

If you have read through the policy and you still have more questions, please feel free to contact support@epomaker.com.

Epomaker reserves all rights. Before purchasing, you need to check and confirm the policy. The policy on the page can be changed without prior notice.

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