Thank you for choosing our products. We are committed to providing high-quality mechanical keyboards and peripherals to enthusiasts worldwide. Please review our warranty and return terms below.

1. Warranty Period

   We provide a limited warranty from the date of delivery for the following product categories:

   • 12-Month Warranty: Keyboards, DIY Kits, Switches, Keycap Sets, and Mice.
   • 3-Month Warranty: Built-in Batteries.
   • No Warranty (Accessories): Keycap pullers, switch pullers, free spare keycaps, cables, and other promotional gift items are not covered under warranty.

2. Warranty Coverage

   This warranty covers manufacturing defects and hardware malfunctions under normal use, such as PCB failure, connectivity issues, or sensor defects.

   The warranty DOES NOT apply to:

   • Damage caused by unauthorized modification, disassembly, or repair (e.g., soldering of non-hotswap PCBs, altering internal components).
   • Physical damage resulting from misuse, accidents, or neglect (e.g., liquid spills, drops, food crumbs).
   • Normal wear and tear (e.g., keycap shine, surface scratches, natural fading).
   • Damage caused by using improper power sources (e.g., using high-voltage fast chargers for wireless keyboards).
   • Firmware issues caused by flashing unofficial or corrupted third-party firmware.

3. Order Processing & Cancellation

   Order Processing: In-stock orders are typically processed and dispatched within 1 to 3 business days, excluding weekends and major holidays. Estimated fulfillment dates for Pre-order and Group Buy items are stated on the applicable product page.

   Cancellation Window: You may request to cancel your order within 1 calendar day (24 hours) after placing it. Please email service@piifox.com and include your order number.

   Cancellation Eligibility: An order can be canceled if the cancellation request is sent both within the 24-hour cancellation window and before the order is dispatched. Eligibility will be determined based on the timestamp of the customer's cancellation email. If both conditions are met, the order can be canceled even if our support team reviews the request later.

   Once Shipped: If the cancellation request is sent after the 24-hour cancellation window or after the order has been dispatched, the order can no longer be canceled or modified. After delivery, you may request a return under the applicable return terms below.

   This pre-shipment cancellation policy does not limit any mandatory cancellation or withdrawal rights available under applicable consumer law, including the EU and UK rights described below.

4. Hassle-Free Returns

   We want you to shop with confidence. If you are not satisfied with your purchase, you may request a no-reason return within 7 days of delivery.

   • 7-Day No-Reason Return: You may return eligible items within 7 days after delivery, provided that the product is in its original, brand-new condition, unused, undamaged, and returned with all original packaging, tags, manuals, accessories, and gifts included.
   • For non-quality-related returns, such as preference changes or ordering the wrong item, the customer is responsible for return shipping fees and any applicable customs duties or taxes.
   • 30-Day Quality Issue Return: If your product has a confirmed quality issue or manufacturing defect within 30 days of delivery, you may request a return, exchange, or replacement.
   • Please contact our support team with your order number and clear photos or videos showing the issue. Once the issue is verified, we will provide further instructions and cover the necessary return shipping costs for approved quality-related returns.

   For Customers in the European Union (EU) and United Kingdom (UK)

   Under the EU/UK Consumer Rights regulations, you have the right to cancel your order and return your item(s) for any reason within 14 days from the day you receive your package.

   • Condition of the Goods: To receive a full refund, items should be returned in their original condition and packaging. While you have the right to inspect the keyboard as you would in a physical store, you will be held liable for any diminished value of the goods resulting from excessive handling (e.g., permanent scratches, personal modifications).
   • Return Shipping Costs: Unless the product is defective or incorrect, the customer is fully responsible for paying the return shipping costs to our designated return address.
   • Refund Processing: For an eligible statutory withdrawal, we will refund the purchase price and the original standard delivery charge to the original payment method. Any additional cost resulting from the customer's choice of express or upgraded delivery is not refundable unless required by applicable law. Where permitted by law, we may withhold reimbursement until we receive the returned goods or proof that the goods have been sent back. Refunds will be processed within the mandatory timeframe required by applicable consumer law.

5. DOA (Dead on Arrival) Policy

   If your product arrives damaged or defective, please contact our support team within 48 hours of receipt.

   • Please provide your order number along with clear photos or an unboxing video as evidence.
   • Once verified, we will provide a replacement or a full refund, and we will cover the return shipping costs.

6. How to Obtain Warranty Support

   • Contact Us: Send an email to service@piifox.com with your order number and a detailed description/video of the issue.
   • RMA Authorization: Our team will review your request within 1 to 2 business days. If the return is approved, we will provide a Return Merchandise Authorization (RMA) number and confirm which return warehouse you should use.
   • Approved Return Addresses:

     United States Return Warehouse
     Recipient: STX274
     Phone: +1 626-240-8675
     8333 Rochester Ave, Unit 108
     Rancho Cucamonga, CA 91730
     United States

     European Return Warehouse — Germany
     Recipient: STX274
     Feldlerchenstrasse 10A
     85467 Neuching, Bayern
     Germany (DE)

     Please obtain written return authorization before sending any product. We will confirm the appropriate warehouse based on your location and the nature of your return. Returns sent without prior authorization or to an incorrect address may experience processing delays.

   • Processing: Once we receive and inspect the returned item, approved refunds or replacements will be processed within 3 to 5 business days. Refunds for eligible orders canceled before shipment will be processed within 3 to 5 business days after the cancellation is confirmed.
   • Refund Method: All approved refunds will be issued to the original payment method used for the purchase. Unless otherwise required by applicable law, we cannot issue a refund to a different card, account, or payment method.
   • Refund Arrival Time: After PIIFOX issues the refund, it will typically take an additional 5 to 10 business days for the funds to appear in your account. The exact posting time depends on your bank, card issuer, or payment provider and is outside PIIFOX's control.
   • If the refund has not appeared after 10 business days from the date it was issued, please contact your bank or payment provider first. You may also contact service@piifox.com for the refund confirmation details.