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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, and any item that is returned more than 15 days after delivery.

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

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.

Types of Issues

Type 1: The product has a manufacturing defect or quality issue. It is determined that it is a quality issue after analysis 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 shown on the website. If the package is damaged during transit, do not sign for it. Take a photo for proof. If signed for, obtain proof of damage during transit issued by the courier. Other reasons may also qualify for Return & Refund Services after confirmation from DIYKEY.

Notes

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

• A legal proof of purchase, receipt, or invoice is not provided or is believed to be forged.
• Damage is caused by uncontrollable external factors, including natural disasters.
• A product sent for Return & Refund does not include all original accessories or packaging.
• A product is not delivered to DIYKEY within seven (7) calendar days after confirmation.
• Proof of damage during transit cannot be provided, and the package was signed for.
• Any fault or damage is caused by non-manufacturing factors.

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, or items are missing. The customer is not satisfied with the product and requests a return within 7 days after receiving it.

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). Inform us of the tracking number 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.

Contact Information for Returns and Refunds

Please reach out to us at support@diykey.net for any return or refund inquiries.

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, the policy applies.

What if You Don't Like Our Products?

If you find that you do not like the product, you can return it. Request this within 7 days upon product arrival and pay the return shipping cost. Since we cannot request a return shipping label from our courier partner, please check the return cost with the courier and inform us of the tracking number once shipped.

What if You Received the Wrong Items?

If you find that the product you 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.

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, you will have to reship the product back to us at your own expense.

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.

Warranty Coverage

All DIYKEY products are covered under our 1-year, all-inclusive manufacturer's warranty for the owner against all manufacturing defects. Note: The warranty is provided in addition to the rights and remedies granted to you by the seller or under applicable legislation. Therefore, any remedy (e.g., rectification, claim for damages, right to terminate the contract) granted by KEEBBUILDER or by applicable law remains unaffected, such as the right to claim lack of conformity within 12 months from the date of purchase.

Warranty Period

The warranty covers all defects, compared to the product's specifications, that may arise within the specified warranty period, with exceptions as outlined below. Unless otherwise stated in documents provided at the time of purchase, the warranty period is twelve (12) months. The warranty period starts when the product(s) is delivered to the first end-user. This warranty does not extend to any product whose serial number has been defaced or altered.

Exclusions from Warranty

The following are NOT covered by the warranty:

• Defects caused by wrongful use, incorrect installation, incorrect repairs/modifications, maladjustment, or neglect, including but not limited to “burn-in”, overdriving of speakers, and similar wrongful use.
• Defects caused by lightning, fire, water, or other events of force majeure.
• Defects in consumables or use beyond the expected lifetime of the consumable in question.

How to Claim Warranty

To claim under the warranty, you MUST include the original invoice (or any proof of purchase) of KEEBBUILDER, where you wish to make your warranty claim, and an image or video showing the product problem that complies with our warranty policy.

Incorrect Product or Color

If the client finds that the product or color is not what was ordered, please provide a photo including the product and tracking number written/printed on paper. Then, email keebbuilder@outlook.com to reach our customer service department within 7 days after the order is delivered.