Returns, Refunds & Warranty

RETURNS

Unconditional Returns Policy:
We offer a 7-day return policy. From the date you receive the goods, you have 7 days to return them. (Confirmed by shipping tracking records). To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging. If it was plastic sealed when you received it, it should remain in plastic sealed condition. Certain types of items (such as custom products) are not eligible for returns.

Non-Condition Returns Policy:
Our 7-Day Return Policy allows you to return an item within 7 days from the date of receipt (as confirmed by the Shipping Tracking record). To qualify for a return, the item must be unused and in its original condition and packaging. If the item is received with plastic sealing, it should remain sealed. Please note that certain goods, such as customized products, are not eligible for return.
You are responsible for the shipping costs associated with returning the item. The initial shipping costs incurred when sending the product to you are non-refundable (please inform us in advance of the amount), as well as any Custom Duty upon its return to China (we will provide you with a receipt upon receipt). Unfortunately, if more than 7 days have passed since you received the item, we are unable to offer a refund or exchange.

Warranty-Related Returns:
In the event that a product malfunctions within the warranty period and is deemed defective, the item can be returned for repair. CAPXXX will cover the shipping costs for returning the item to you after repair.

Incorrect Item Returns:
If you receive the wrong item, please contact us immediately without using the product. Keep the package in its original condition, and we will cover all shipping and tax expenses for the return, sending you the correct item promptly.

Refunds

We may issue refunds for the following reasons:

  1. Returned items in accordance with our return policy upon receipt.
  2. Order cancellations.
  3. Other valid reasons.

If you made payment via credit card, refunds typically take up to 7 working days to reflect in your account, subject to the processing time of your bank. For PayPal payments, refunds are usually processed within a few hours. If you do not receive the refund within the specified timeframe, please contact us to investigate the delay.

Please note that the refunded amount may slightly differ from your original payment in your national currency due to fluctuating Currency Exchange rates. CAPXXX is not accountable for these discrepancies.

Your bank may levy transaction fees in the event of a full or partial order cancellation or refund. CAPXXX is not liable for any additional charges imposed by your bank.

Exchanges:
We only facilitate exchanges for items that are defective or damaged.

Gifts:
Items marked as gifts upon purchase and shipped directly to you are non-exchangeable, non-refundable, and not covered under warranty.

Warranty

Duration of Warranty:
CAPXXX guarantees to the original purchaser that the Product(s) will be free from any material or workmanship defects for one year for labor and one year for parts starting from the original order date, except for the items specified below:

  • Accessories: Covered by a 3-6 month warranty as per the brand's policy

If CAPXXX-supplied Product(s) are found to be defective due to improper workmanship or materials, as reasonably determined by us, CAPXXX will, at its discretion, either repair or replace the Product at no cost, excluding any shipping or handling fees.

This warranty is applicable only for personal use and does not cover products used for commercial, rental, or unintended purposes. No warranties other than those explicitly stated herein are provided.

The Warranty Exclusions:
The warranty does not apply to the following:

  • Damage resulting from user negligence, accidents, disassembly, water damage, misuse, abuse, alterations, or vandalism.
  • Improper or insufficient maintenance.
  • Failure to carry out necessary preventive maintenance.
  • Usage contrary to the instructions in the User Guide or any additional safety, usage, or warnings provided with the product materials.
  • Unauthorized modifications or commercial use.
  • Damage during return transit.
  • Unsupervised use by individuals under 18 years of age.
  • Accidents, abuse, misuse, improper installation, power issues, third-party acts.
  • Products altered or repaired by unauthorized personnel.
  • Failure to perform required preventive maintenance, including backups, issues caused by software, parts not supplied by CAPXXX, weather events, fire, water damage, or natural disasters.

Additionally, CAPXXX is not liable for any incidental or consequential damages resulting from the product's use, with the liability not exceeding the product's purchase price.

Disclaimer of Warranties:
Apart from what is explicitly outlined in this contract, CAPXXX disclaims all other warranties and representations. Any warranties, if provided separately in writing, are applicable only to the Buyer named on the invoice/contract. Warranties do not cover product damage caused by external factors such as accidents, misuse, improper installation, power issues, third-party acts, unauthorized alterations or repairs, failure to follow instructions, or lack of required preventive maintenance. CAPXXX reserves the right to determine whether the product is covered under the labor and/or parts warranty.

Governing Law:
This contract is subject to and interpreted in accordance with the laws of the People's Republic of China. The Buyer agrees that the competent courts in the People's Republic of China have exclusive jurisdiction over any legal actions related to this contract. In case of disputes concerning this contract, the prevailing party is entitled to reasonable attorney fees and costs.

FAQs

How can I request a warranty replacement or repair?
You must email our customer service at cs@capxxx.com within the applicable warranty period with your order number and your specific inquiries. Please describe the problems you encountered in as much detail as possible.

Can I cancel an order?
Once an order is placed, you have less than 24 hours to cancel it if it has not been processed yet. After the order processes and is accepted by our warehouse, you may still request cancellation; however, please note that cancellation at that stage is not guaranteed.

Can I return the products that I don’t like and get a refund?
You may request to return an item in the condition it was received if you change your mind. Some items may be returned for a refund or exchange subject to the following conditions. Our policy allows for returns within 7 days of receipt according to the tracking record. If more than 7 days have passed since receipt, unfortunately, we cannot offer a refund or exchange.
Any returned item must be complete with all accessories, hardware, manuals or instructions, and in the same "new" condition as when it was shipped to you. Please provide us with photos or videos of it.
Any item returned incomplete or with physical damage such as scratches, excessive signs of use, or abuse will not be accepted for return.
Any returned item will be evaluated upon receipt. We cannot provide refunds for defective merchandise resulting from mishandling, misuse, tampering, or improper use.

Can I exchange a product that I ordered?
We offer an exchange service for items meeting the following conditions. (*Except for Non-refundable & Non-exchangeable items)
Products must be in "Good Condition" with no damage in any way.
To exchange a product, the product must be available for purchase on capxxx.com and its price must be equal to or higher than the original order amount.
The customer will need to pay the price difference if selecting a product of a higher price.
If items were purchased with a discount from a joint promotion or other promotional activities, but the discount has expired at the time of the exchange, the discount will not be considered. Discounts from companies other than CAPXXX will be handled according to the relevant companies' terms and conditions.

What’s the process of canceling, returning, or requesting a refund?
Please email our customer service at cs@capxxx.com with your order number and the reason for the return. Please pack the product carefully.
You must return an item in the same condition as it was received. Additionally, include the following in the same condition as received:

  • All packaging such as boxes, bags, and tags
  • Accessories such as cords and remotes
  • Certificates, manuals, and warranty cards
  • "Free gifts" or bonus items
  • All items included in a bundle

What items can be returned?
We accept the following items for return only if they are returned in the same condition in which they were received, and the items should include all items that were in the original package:

  • Keyboard
  • Keycap
  • Keyboard kit
  • Mice We do not accept the return of customized products. Defective products covered under warranty can be returned for servicing but not for a refund. If the returned item is used, damaged, missing parts, or is damaged during return shipping due to inadequate packaging, we may provide a partial refund to compensate for the loss in the item's value.

When do I need to return the items? When is the deadline?
Items can be returned within 7 days of receiving delivery according to the online shipping tracking record.

Where do I ship the items for a refund?
If you wish to return items to us, please contact us at cs@capxxx.com.

When will I receive my refund?
In most cases, we will issue your refund within six business days after receiving and inspecting the returned item.

How much will I receive for a refund?
You will be refunded the amount you paid minus a 30% restocking fee based on the MSRP. For example, if the MSRP is $100, you will receive a $70 refund. If the item is returned without its complete original packaging (original box, foam padding, etc.), an additional 10% packing fee will apply.

Who can I contact if I have questions about refunds or warranties?
If you have any questions, please feel free to contact us at cs@capxxx.com.