Return Policy

15-DAY RETURN & EXCHANGE POLICY

1. General

We do not offer a no-hassle return policy. If you return the products randomly, we will not offer any refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For items not purchased directly through the DIYKEY online store, please contact the retailer for a refund.

There are certain situations where only partial refunds are granted (if applicable):

  • Any product with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 15 days after delivery

To start a return, you can contact us at support@diykey.net.

2. Return/Exchange Process

Step 1: Initiate Your Return/Exchange

Contact us at support@diykey.net, providing your order number. Our customer service representatives will assess your eligibility for refunds or exchanges and provide you with a "Return & Exchange" authorization.

Step 2: Ship the Product Back

Once our customer service has approved your request and provided you with our return/exchange address, please initiate the return/exchange within 3 working days by following our instructions. It is recommended to use a shipping method that provides tracking information and requires a signature for confirmation of delivery. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable if the item is lost during transit, and no refund will be issued.

Step 3: Refund or Exchange

Upon receiving your return, we will inspect the item within 3-5 working days and proceed with either a replacement for an exchange or a refund.

Type 1: The product has a manufacturing defect or quality issue. It is determined that it is a quality issue after the product has been analyzed by DIYKEY or the service center authorized by DIYKEY. Return & Refund Services can be provided at a given time.

Type 2: The product is damaged during transit, incorrect items are sent, items are missing, or the product does not match the original description of the product shown on the website. If the package is damaged during transit, incorrect items are sent, or items are missing, do not sign for the package. Take a photo for proof. If the package has been signed for, obtain proof of damage during transit issued by the courier. For other reasons, Return & Refund Services can be provided at a given time after confirmation from DIYKEY.

Notes:
i. Return & Refund Services and Replacement Services will not be provided where:

  1. A legal proof of purchase, receipt, or invoice is not provided or is reasonably believed to have been forged or tampered with.
  2. Damage is caused to the product by uncontrollable external factors, including earthquakes, fire, floods, lightning strikes, or transportation accidents.
  3. A product sent to DIYKEY for Return & Refund and Replacement Services does not include all original accessories, attachments, or packaging.
  4. A product is not delivered to DIYKEY within seven (7) calendar days after Return & Refund Service confirmation is sent from DIYKEY.
  5. Not all products for Return & Refund and Replacement Services are sent to DIYKEY.
  6. Proof of damage during transit issued by the carrier cannot be provided, and the package was not rejected during sign for.
  7. Any fault or damage of the product is caused by non-manufacturing factors, unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation not in accordance with official instructions or manuals.

ii. If it meets the replacement service requirements, the warranty period of the replacement product should be recalculated.

Situations Applicable for Returns and Refunds:

  • The product has a manufacturing defect or quality issue as determined by DIYKEY or its authorized service center.
  • The product is damaged during transit, incorrect items are sent, items are missing, or the product does not match the description on the website.
  • The customer is not satisfied with the product and requests a return within 7 days after receiving the product/parcel.

Measures Customers Need to Take:

  • For quality issues or wrong items, contact us at support@diykey.net within a specified time frame and provide relevant proof (such as photos for damaged or incorrect items).
  • If not satisfied with the product, pay for the return shipping cost (including customs clearance fees and taxes). Check the return cost with the courier or postal service and inform us of the tracking number and courier once the product is shipped.
  • If wanting to cancel the order before receiving it but the product has already been shipped, the customer needs to reship the product back at their own expense if they still do not want it.

Contact Information for Returns and Refunds: support@diykey.net

Timeframe for Receiving Refunds:

If the refund is approved, customers will receive the refund on their original payment method within 10 business days. However, it may take some time for the bank or credit card company to process and post the refund.Who Bears the Return Shipping Cost:

  • If the return is due to customer dissatisfaction, the customer bears the return shipping cost.
  • In other cases as per the policy.

3. What if You Don't Like Our Products?

We are very sorry for this situation, but you can still return the product. You need to request it within 7 days upon product/parcel arrival, and pay the return shipping cost (customs clearance fees, taxes, etc.). As we’re not able to request a return shipping label from our courier partner at the moment, we need your help to check the return cost with the courier or postal service. Please inform us of the tracking number (and the courier) once you have shipped out the return product.

4. What if You Received the Wrong Items?

If you find that the product you have received is not what you ordered, please provide an image of the product and the tracking number written/printed on paper. Email this to us at support@diykey.net within 7 days after the order has been delivered to you.

5. What if You Want to Cancel the Order Before Receiving It?

If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order.

6. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@diykey.net.