Refund policy
International orders
International shipments (i.e. shipments outside of continental US) are non-returnable and non-refundable.
Domestic (US) orders
For orders which are shipped within the continental US, we offer a 7-day limited return policy, which means you have 7 days after receiving your item to request a return, only if the item received was not functional or was not as described in the HippoKeys product listing. Please note that this does not include damage incurred during shipping (as HippoKeys purchases insurance on your behalf and will make a claim on the shipping insurance in such cases).
Subjective issues such as not liking the feel of a switch or feeling that the factory lube for a switch was not applied to your preferences, are NOT considered refundable issues. We offer switch samplers and allow the purchase of small switch quantities (e.g. 10 or 35 switches when boxed) to enable you to try switches and make an informed decision before you purchase a complete set. We are not able to guarantee the consistency of the sound, feel, or factory lubrication across a set/batch of switches as this can vary greatly and is not in the control of HippoKeys. HippoKeys guarantees the authenticity of all of the switches we sell and that the switches are as-described per our product listings.
Please note that bent switch pins are NOT considered a refundable issue - this is because bent or crushed pins are so very common with mechanical keyboard switches and it is not possible for vendors such as HippoKeys to catch all switches with bent pins that are sent to us by the manufacturers (though we do our best to remove them where possible, it is not possible to catch all of them before shipping as we work with hundreds of thousands of switches a year). It is very easy to fix bent switch pins and there are several YouTube videos and articles which we can provide to help you resolve this issue.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. If the packaging is opened (any seals broken) then your return may be denied. If you have disassembled the products in any way (e.g. opening up the switch housings) then your product is no longer in unused condition and your return may be denied or subject to additional restocking fees. You’ll also need the receipt or proof of purchase. Depending on the specifics of your return request, you may be responsible for the return shipping costs.
To start a return, you can contact us. If your return is approved, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. All shipping costs will be non-refundable and return shipping costs will be paid for by the customer.
You can always contact us for any return question.
Warranty Exceptions
Defects determined to be caused due to general wear and tear from use, aging (such as lube drying) or user handling are not covered.
Exceptions / non-returnable items
Certain types of items cannot be returned, refunded or exchanged, like perishable goods (such as lube), pre-order products, custom products (such as custom keyboards, switches with lubing or filming, special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. In the case of a wrong item, we will do our best to process a return for you and replacement. In the case of a damaged item, we will work with you to file a Shipsurance insurance claim for the damaged item(s).
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
All refunds will incur payment processing charges.
Order Cancellations
Order cancellation requests are processed entirely at the discretion of HippoKeys. Please note that for all cancellations which are accepted by HippoKeys you will incur payment processing charges, currency conversion fees (if applicable), shipping charges (if applicable), and any processing or handling fees that are due. If a shipping label has already been purchased for your order and/or the order has already shipped, your cancellation request will be denied.
Please note that even pre-orders are subject to cancellation fees. We are more likely to be able to cancel a pre-order (as long as it has not shipped or been packed) but we still need to charge a fee to cover any payment processing charges which were charged to HippoKeys when you checked out.
Undeliverable packages / Returned to Sender
Please see our shipping policies for more information on shipping related issues.
You are responsible for providing accurate shipping addresses and information to HippoKeys at checkout. We ship to the address you provided for shipping, and we are not responsible for any issues which arise due to mistakes/typos/inaccuracies in the address you provided. In the event of a package being returned to sender, HippoKeys requires the customer to wait for the package to be successfully returned to HippoKeys. We will inspect the returned package for damage and then provide the customer with several options on how to proceed (including receiving a refund minus shipping/handling/return fees, or having the customer pay for a corrected shipping label so that the order can be sent back out to the customer again). All returned packages may be subject to return/restocking fees of up to 5% of the total order value.
HippoKeys is not responsible for any packages which are lost or damage during the return to sender process. In such instances, the customer will need to consult their shipping insurance (when shipping via a insured method).