Refund & Returns Policy

Scope of Application

The following policies apply only to products purchased directly from aulakeyboard.com.

If you purchased your item from another retailer, marketplace, or third-party store, please contact the original retailer for returns or customer support.

Order Cancellation

If you wish to cancel an order, please submit your request before the order is dispatched. We typically take 1–3 business days to process orders.

If the order has already been shipped, you will receive a shipping notification by email.

If the Order Has Been Dispatched

We will attempt to contact the courier to intercept the package. However, interception is not guaranteed.

7-Day Return Policy

We offer a 7-day return policy, allowing you to request a return within 7 days of receiving your item, as confirmed by the shipping tracking record.

To Be Eligible for a Return

• The item must be in the same condition as when you received it.
• The item must be unworn or unused, with tags attached where applicable.
• The item must be in its original packaging.
• You must provide the receipt or proof of purchase.

Custom Keyboard / Custom Keycaps Return Policy

Customized products, including custom keyboards and custom keycaps, are made specifically according to the customer’s selected design, layout, colors, and personalization requirements. Because each customized product is produced for an individual customer, customized products are not eligible for return or refund unless there is a confirmed production defect or quality issue.

Custom Keycaps and Five-Sided Dye-Sublimation Process

Our custom keycaps are produced using five-sided dye-sublimation technology. This process provides durable legends and long-lasting color performance, but it also has inherent physical limitations.

Color Difference

For most custom designs, we can achieve approximately 90% color similarity to the submitted design. However, due to differences in screen display, material absorption, dye-sublimation temperature, dye behavior, and production conditions, a color variation of approximately 5%–15% may occur.

Legend and Icon Alignment

Due to thermal expansion during the high-temperature dye-sublimation process, minor shifts of legends, icons, or printed elements may occur. A slight alignment variance within 0.5mm is considered normal and does not affect product functionality.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Sale items
• Gift cards
• Customized products, unless there is a confirmed production defect or quality issue

Our return policy applies exclusively to products intended for personal use and does not extend to commercial, rental, or unintended use.

Returns cannot be processed for damages resulting from misuse, improper maintenance, failure to perform preventive maintenance, or non-compliance with the user manual.

Damaged, Defective, or Incorrect Items

Please inspect your order carefully upon receipt. If you discover any defects, damages, or if you received the wrong item, please contact us immediately.

Please Include

• Your order number
• A description of the issue
• A picture of the package and product
• Clear photos or videos showing the defect or damage, if applicable

Return Process

1. Contact Customer Service Reach out to us at [email protected] with your order number and reason for return.
2. Return Approval Once your return request is approved by our team, you will receive further instructions via email.
3. Package Your Item Pack the item securely in its original packaging to ensure safe transit.
4. Shipping Instructions Once the return is authorized, our customer service team will provide the shipping address, recipient details, and phone number.

Refunds

We will notify you once we have received and inspected your return, and inform you whether your refund has been approved.

If approved, the refund will be processed to your original payment method within 10 business days.

Please note that your bank or credit card company may take additional time to process and post the refund.

Exchanges

We only offer exchanges for items that are defective or damaged upon receipt.

For the quickest exchange process:

1. Initiate a return for the defective or damaged item following our Return Policy.
2. Once your return is accepted and processed, make a separate purchase for the new item.

Disclaimer

We are not responsible for any consequential damages resulting from product use. Our refund policy does not cover damages caused by external factors, misuse, accidents, improper maintenance, unauthorized modifications, or normal manufacturing tolerances for customized products.