SWITCH CUSTOMS / CUSTOMER CARE
Returns, Refunds & Cancellations
October 16, 2026 · Policy v163
Your rights come first
Statutory consumer rights take priority over this policy, our voluntary return rules and supplier policies. No checkbox waives rights that cannot lawfully be waived. Defects, misdescription, non-delivery and failure to perform are assessed under the applicable law. A return authorization helps us route your item; it is not a condition for giving a valid legal cancellation notice.
Email contact@switchkbd.com with your order reference to cancel or request a remedy. Any clear cancellation statement is accepted; the optional cancellation notice below may be used. Do not mail batteries or products until we provide safe return instructions.
Packaging, handling and quoted business prices
Ordinary payment-processing overhead is part of our quoted business price, which is the same for all offered payment methods. A separately quoted packaging, consumables & handling charge covers the stated order materials and preparation, not a card-payment surcharge. These amounts are not automatically nonrefundable. Cancellation, withdrawal and defect remedies apply to the complete order as required by law; we do not deduct processing overhead twice or stack it with another charge. Any voluntary-cancellation retention still requires the eligibility and pre-payment disclosure described below.
Voluntary cancellation and processing charges
Stripe generally retains its original payment-processing fee when a payment is refunded. This is a cost to Switch Customs; it does not by itself give us the right to charge you or reduce a legally required refund.
For a voluntary cancellation outside protected cancellation or withdrawal rights, we may retain a documented, unrecovered original processing charge only where applicable law and the payment-provider/card rules permit it, and only if the specific charge or calculation and maximum were clearly disclosed and accepted before payment. The amount retained cannot exceed the actual nonrefunded charge attributable to the cancelled payment or the agreed maximum, whichever is lower. We provide an itemized refund statement and do not double-count it with another charge.
No processing or restocking deduction applies to a legally required full refund, an applicable consumer withdrawal, a seller-caused cancellation, failure to fulfill, a refund for defective/misdescribed goods, or a remedy for our error. No automatic blanket deduction applies to UK/EU withdrawal requests. If eligibility or prior disclosure cannot be established, no processing deduction is applied. This policy is not retroactive and does not change refunds already issued.
No restocking fee applies to protected withdrawals, legally required remedies, defects or our errors.
How the rules differ by purchase
| Purchase | Cancellation and return approach |
|---|---|
| Standard / prebuilt keyboards; standard accessories | Applicable legal withdrawal and defect rights apply. Our voluntary U.S. ready-to-ship keyboard return window remains 14 days after delivery. For an eligible voluntary U.S. return only, choose an original-payment refund less the disclosed 15% restocking fee on eligible merchandise or 100% of the eligible returned merchandise value as store credit. No extra processing charge is stacked onto that restocking charge. Tax is refunded as required; original/return postage is treated under the applicable law and approved terms. |
| Configured / custom-built keyboards | Choosing a base, switches, keycaps, color or other standard catalog options does not automatically remove withdrawal rights. Where no protected cancellation right applies, cancellation before parts or work may retain only an eligible pre-agreed processing charge. Later cancellation may also reflect lawful, evidenced, nonrecoverable costs and authorized completed work, after mitigation and without duplication; not a penalty. |
| Genuinely personalized goods | An individual engraving, unique commissioned artwork or nonstandard fabrication may qualify for a specific custom-made exception; we identify the actual personalization and applicable exception before payment. “Built to order” or “final sale” alone is insufficient. Defect and conformity rights still apply. |
| Modification / assembly / repair services | We itemize labor separately from goods. Completed work and cancellation are assessed under applicable service law. UK/EU service contracts generally have a 14-day cancellation period from conclusion. Starting early requires a separate express request and the legally required information; proportional payment for requested work and loss of withdrawal after full performance apply only when their legal conditions are met. Buying an assembled product is not automatically reclassified as a service. |
| Apparel and desk mats | Standard Switch Customs designs, sizes and color choices are not automatically personalized merely because they are printed after ordering. Mandatory withdrawal and defect remedies override a printer’s “no returns” policy. Outside such rights, voluntary change-of-mind cancellation is offered while fulfillment can still be stopped; once production begins, we do not promise a voluntary return for a standard print. Individually commissioned names/artwork are assessed separately. |
UK and EU distance purchases
Where applicable, standard goods may be cancelled from ordering until 14 days after possession, with a further 14 days to send them back after notice. We reimburse the required payments, including the basic outbound delivery cost for a full-order withdrawal; a chosen premium delivery upgrade need not be reimbursed beyond the standard option. Refunds are made within 14 days of notice, subject to the lawful right to wait for returned goods or evidence of dispatch, whichever comes first.
For change-of-mind withdrawal, you pay direct return costs only if properly informed before purchase. Handling beyond what is needed to establish the nature, characteristics and functioning may allow a justified diminished-value deduction; ordinary inspection does not. Original packaging is helpful, not a blanket condition for statutory withdrawal. Failure to provide required cancellation information may extend the cancellation period.
Canada, Australia and other destinations
Canadian rights depend on province/territory, including internet-sale disclosure, non-delivery and cancellation rules. Australia’s consumer guarantees apply to our direct Australian sales; a change of mind alone generally does not create a statutory refund right, but unfair charges and exclusions remain prohibited. We do not use a supplier policy or a 30-day warranty to shorten legal rights. Other countries are accepted only after their shipping and consumer requirements are reviewed.
Faults, delivery issues and workmanship
Contact us promptly with the problem, order details and available photos. We arrange the repair, replacement, price reduction or refund required by law, including reasonable return costs where required. A supplier claim deadline is not your legal deadline. Our existing 30-day workmanship warranty adds support for work we perform; it does not replace or limit longer statutory remedies. Genuine misuse or unrelated damage is assessed separately.
Refund method and timing
Approved refunds go back through the original payment method unless the law and provider permit an agreed alternative. Store credit is optional and never forced in place of a legally owed monetary refund. We normally initiate an approved voluntary refund within five business days, and always observe any shorter legal deadline. Bank posting time may be additional. Your statement shows the paid amount, each permitted deduction and reason, any delivery/tax refund and the resulting refund. Import charges paid to customs/carriers may require a separate reclaim; we assist and do not imply the right to a reclaim is guaranteed.
Optional cancellation notice
To: Switch Customs, contact@switchkbd.com. You can email: “I give notice that I cancel my contract for [goods/services], ordered on [date], received on [date, if applicable]. Order reference: [reference]. Name: [name]. Address: [address]. Date: [date].” A signature is needed only for a paper notice where applicable. You may instead send any other clear statement. The geographical contact/return address is provided in your pre-contract quote.