Warranty & Return Policy
7-Day Return Policy
On the grounds 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 the 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 email@example.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 firstname.lastname@example.org 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.
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.
Definition of Warranty
Warranty is defined as our written promise to repair or replace a faulty product that results from manufacturing issues.
*Warranty is not applicable or has limited coverage under certain circumstances. Please refer to the segment below.
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. The warranty period starts from the day that the item is ordered on the website. For crowdfunding orders, the starting date means the day that the tracking number is sent to backers. 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 email@example.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.
For each order, Epomaker warrants ONE time only within the original warranty period (from the day that the order was placed). Reasonable service fees will be charged for extra return/repair requests.
* Warranty is not applicable under certain circumstances; please read the segment below.
Epomaker warranty covers any factory defects that might affect the proper functionality of your purchase.
The below conditions are not covered by the warranty:
- 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 for reviews, giveaways, prize items, gifts, compenstaions, or items at discounts that equal or are higher than 40%.
- Products are stolen or gone missing.
- Products are not purchased from https://epomaker.com (i.e. Aliexpress, crowd-funding campaigns, Amazon and etc.), or an order number cannot be provided accordingly. 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 disassembled, modified or repaired by people not authorized by Epomaker.
- Products become faulty due to poor weather conditions or any natural disaster.
How can i claim my warranty?
In order to claim for warranty, you MUST email firstname.lastname@example.org 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
If we have provided solutions but the issue still exists, we might require you to return the defective unit to Epomaker in exchange for a replacement. The item will be returned to our Quality Control Team for inspecting. Once our team has confirmed that your item is defective, a replacement unit or a refund will be arranged for you. You may need to take the shipping cost if the item is claimed to be faulty after 7 days upon delivery.
How do i return the items to you?
If you are located in the US, you can return the parcel to our warehouse in the US; if you are located in other countries, you need to return the parcel to our warehouse in China. Once your return request is confirmed, our support will provide you with a RMA number and a RMA sheet via email. The RMA sheet and the item along with all the accessories need to be packed and sealed in the original box it came with. You also need to provide a tracking number for the return parcel to email@example.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. Epomaker only covers the repair/replacement and the second shipping (excluding any possible local tax/import/processing fees).
Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact firstname.lastname@example.org. 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:
- Send an Email to email@example.com with an appropriate Subject Title
- Provide your order number and state your issue clearly
- 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
If you have read through the policy and you still have more questions, please feel free to contact firstname.lastname@example.org.
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.