Last updated: September 12, 2026

We want every customer to understand what can be returned and how custom-made products are handled. Please review this policy before ordering.

1. Standard, non-custom products

You may request a return within 7 days after delivery. To qualify, the item must be unused, uninstalled and in the same condition in which it was received, with its original packaging, accessories and proof of purchase.

Contact support@diykeycap.com before sending anything back. Returns sent without authorization may not be accepted. The customer is responsible for return shipping unless we confirm that the product is defective, damaged in transit or incorrect.

2. Custom and personalized products

Custom keycaps and other personalized products are made specifically from the customer’s selected layout, options and artwork. They cannot be returned, exchanged or refunded for a change of mind, incorrect customer selection, compatibility mistake, spelling mistake in submitted artwork or dissatisfaction with a normal production variation.

Screen colors and dye-sublimated print colors are produced by different processes. An approximate 5–15% color variation can be normal. Small positioning differences of up to approximately 0.5 mm can also occur during production and are not normally considered defects.

If a custom item has a confirmed manufacturing defect or does not match the approved order specifications, contact us within 7 days of delivery with the order number, full-product photos and close-up evidence. We will review the claim and provide an appropriate remake, replacement or refund when the defect is confirmed.

3. Cancellations and changes

Contact us immediately if you need to cancel or change an order. We can usually assist only before an order is dispatched. Custom orders may enter production soon after payment, so a cancellation or artwork change is not guaranteed after production begins. Any non-refundable work or carrier charge already incurred may be deducted where permitted by law.

4. Damaged, missing or incorrect items

Inspect the parcel promptly. Report a damaged, missing or incorrect item within 7 days of delivery. Include the shipping label, outer packaging, all received items and clear photos or video. Do not discard packaging while the claim is being reviewed.

5. Non-returnable items

Unless required by applicable law, we do not accept returns of custom or personalized goods, gift cards, downloaded or digital goods, used or installed products, clearance/final-sale items, or products damaged through misuse, modification, incorrect installation or ordinary wear.

6. Return shipping and deductions

For an approved non-defective return, the customer pays tracked return shipping. Original shipping, customs duty, VAT, brokerage and other third-party charges are non-refundable. We may deduct loss in value caused by use, missing parts or damaged packaging where permitted by law.

7. Refunds

After an approved return is received and inspected, we will notify you of the decision. An approved refund is normally issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post it. If more than 15 business days have passed after approval, contact us.

8. Legal rights

Nothing in this policy limits mandatory consumer rights that cannot legally be excluded in the customer’s jurisdiction.

9. Contact

Email support@diykeycap.com with your order number and supporting evidence.