Last Updated: 11/27/2025

At Keycapcap, we are committed to providing exceptional quality artisan keycaps, ceramic caps, metal caps, anime-themed keycaps, and fully customized designs. We understand that, despite our best efforts, there may be occasions when you are not completely satisfied with your order. This Returns & Refunds Policy outlines our approach to handling such situations, ensuring clarity, fairness, and transparency for our valued customers.

By purchasing from keycapcap.com, you agree to the terms of this policy. We encourage you to read it carefully before placing an order.

1. Overview

Our goal is to ensure that every order reaches you in perfect condition and meets your expectations. This policy applies to:

• In-stock keycaps (standard, non-custom items)
  
• Custom keycaps (personalized, engraved, or designed to order)
  
• Mixed orders containing both in-stock and custom items
  

Key principles of our returns and refunds policy include:

• 14-day no-reason returns for in-stock items
  
• Free replacements for damaged or incomplete custom items
  
• Free return shipping for specific countries (EU, UK, Canada, US, Australia, New Zealand, South Korea)
  
• Clear deadlines for return requests and shipment
  
• Step-by-step guidance for initiating and completing a return
  

2. Eligibility for Returns

2.1 General Requirements

To be eligible for a return:

1. Submit a return request within 14 days of receiving your order.
   
2. Ship the returned item within 30 days after your return request is approved.
   
3. Return items in their original condition, including packaging, accessories, and any promotional items, unless the return concerns damage or defect.
   

2.2 Return Policy for In-Stock Keycaps (Non-Custom Items)

For all in-stock items such as:

• standard artisan keycaps
  
• ready-made ceramic keycaps
  
• pre-produced metal keycaps
  
• non-personalized themed keycaps
  

We provide a 14-day unconditional return policy, meaning:

✔ You may return the item for any reason
✔ No explanation required
✔ Refund will be issued after inspection at our after-sales warehouse

If you are located in an eligible free-return region, return shipping is 100% free.

2.3 Return Policy for Custom Keycaps (Personalized Items)

Custom-made products include:

• engraved or personalized keycaps
  
• fully custom-designed artisan caps
  
• unique color or material combinations crafted to order
  
• custom profile or custom artwork commissions
  

Because these products are created specifically for you, they are generally not eligible for return without reason.

However, if your custom item arrives:

• damaged
  
• broken
  
• deformed
  
• missing components
  
• incorrect based on your original order
  

We will resend a replacement free of charge.

You only need to:

1. Report the issue within 14 days of receiving the product
   
2. Provide clear photos or videos showing the issue
   
3. Wait for our confirmation
   

Once verified, we will remake and resend your custom keycap at no additional cost.

3. Free Return Countries

We provide free return shipping for customers in the following countries:

• European Union (EU)
  
• United Kingdom (UK)
  
• United States
  
• Canada
  
• Australia
  
• New Zealand
  
• South Korea
  

For these regions, Keycapcap will provide:

• Prepaid shipping label (after request approval)
  
• Return instructions
  
• Tracking guidance
  

For customers outside these countries, returns are possible but shipping costs are the responsibility of the customer.

4. How to Initiate a Return

To start a return:

1. Contact us at customers@keycapcap.com or via online chat on our website.
   
2. Include the following information:
   
   • Order number
     
   • Photos (if item is damaged or incomplete)
     
   • Reason for return (optional for in-stock items)
     
   • Desired solution (refund, replacement, or exchange)
     
3. Our team will review your request and respond within 1–2 business days.
   
4. Once approved, we will provide:
   
   • Return address (after-sales warehouse)
     
   • Prepaid return label (if applicable)
     
   • Step-by-step return instructions
     
   • A 30-day window to ship the item back
     

5. Return Shipping Instructions

For your return:

• Package items securely using cushioning materials to prevent damage during transit.
  
• Include all original packaging, accessories, and promotional items.
  
• For damaged or defective custom items, photos are required, but you may not need to return the damaged item unless requested.
  

Return packages that are lost or damaged due to improper packaging may affect refund eligibility.

6. Inspection and Refund Processing

Once we receive your returned item:

1. Our quality control team will inspect the package and contents.
   
2. Checks include:
   
   • Original condition verification
     
   • Completeness of accessories and packaging
     
   • Matching reported damage or defect (if applicable)
     
   • Compliance with return request timelines
     
3. Approved returns will be processed within 3–5 business days.
   
4. Refunds will be issued to the original payment method, with processing times depending on your bank or payment provider (usually 3–7 business days).
   

Shipping costs are refundable only if the return is due to damage, defect, or incorrect items.

7. Replacement of Damaged or Incomplete Items

If your order is received damaged or incomplete:

• Contact us within 14 days of receipt.
  
• Provide clear photos or videos showing the issue.
  
• After verification, we will:
  
  • Send a replacement free of charge, or
    
  • Issue a full refund if replacement is not feasible
    
• Shipping for replacements is free for eligible countries.
  

8. Exchanges

Exchanges are treated as return + new order:

1. Return the original item (if eligible).
   
2. Receive a refund after inspection.
   
3. Place a new order for the desired item.
   

We do not automatically ship exchange items without returning the original.

9. Non-Returnable Items

Certain items cannot be returned except if defective:

• Custom or personalized keycaps (except for damage or missing parts)
  
• Clearance or final-sale products
  
• Gift cards
  
• Items returned without prior approval
  
• Products damaged by misuse, improper installation, or negligence
  

10. Order Cancellation and Modifications

10.1 Order Cancellation

Orders can be canceled before shipment. Once shipped, cancellation must follow standard return procedures.

10.2 Address Errors or Updates

Customers are responsible for providing accurate shipping information. If a package is delayed or returned due to incorrect addresses:

• Free replacement applies only in certain cases.
  
• Additional shipping fees may apply for re-delivery.
  

11. Lost or Undelivered Packages

If your package is:

• Marked delivered but not received
  
• Stuck in transit for 10+ days
  
• Lost by the carrier
  

Contact us immediately. We will:

• Investigate with the carrier
  
• Offer a replacement or refund depending on the case
  

12. Refunds for Partial Orders

If only part of your order is returned, refunds will apply only to the returned items. Shipping costs for non-returned items remain non-refundable unless the return was due to our error.

13. Packaging Guidelines for Returns

To protect your keycaps during return transit:

• Use sturdy boxes
  
• Wrap individual keycaps with bubble wrap or foam
  
• Include all original packaging and accessories
  
• Label the package clearly with return authorization details
  

Improperly packaged returns may result in partial refund or return rejection.

14. Special Considerations for Custom Keycaps

Custom orders may involve unique materials or fragile designs. For these items:

• Photos of defects are mandatory
  
• Some minor imperfections may not qualify for a replacement
  
• Free replacement is only valid if the issue is verified by Keycapcap
  

15. Cross-Border Considerations

For international returns:

• Duties, taxes, and customs fees are generally non-refundable.
  
• Return shipping is free only for eligible countries listed in Section 3.
  
• Customers outside eligible countries bear return shipping costs.
  

16. Customer Responsibilities

To ensure a smooth process, customers must:

• Submit return requests within 14 days
  
• Return items within 30 days of approval
  
• Provide accurate information and documentation
  
• Package items safely for return
  

17. Final Authority and Dispute Resolution

Keycapcap reserves the right to:

• Approve or deny return requests based on eligibility
  
• Assess item condition to determine refund amounts
  
• Make final decisions on disputes related to returns and refunds
  

We aim for fair, consistent, and transparent resolution in every case.

18. Contact Us

For any questions regarding returns, refunds, or replacements:

📧 Email: customers@keycapcap.com
💬 Online Chat: Available on keycapcap.com

Business Hours:

• Monday–Friday: 8:30 AM – 5:30 PM
  
• Saturday–Sunday: 9:30 AM – 4:30 PM
  

We are committed to helping you resolve any issue quickly and efficiently.

19. Thank You

Your trust is invaluable. Every keycap you purchase supports our artisans, designers, and creative team. Our returns and refunds policy is designed to reflect our commitment to quality, customer satisfaction, and a worry-free shopping experience.