Refund policy
RETURN & REFUND POLICY
Effective Date: September 17, 2026
This Return & Refund Policy applies to purchases made through the DS PIXEL Keyboard website. It explains the conditions and procedures for returns, refunds, exchanges, order cancellations, damaged shipments, and lost packages.
1. RETURN ELIGIBILITY
You may request a return within 30 days after receiving your order.
For non-quality returns, the product must meet the following conditions. Defective, damaged, or incorrect products are assessed separately under Section 3, and warranty claims are assessed under our separate Warranty Policy.
- Be unused and uninstalled
- Remain in its original condition
- Include the original packaging, accessories, and included materials
- Show no signs of misuse, unauthorized modification, or accidental damage
Non-quality returns that do not meet these conditions may be refused.
2. RETURN AUTHORIZATION
Before sending any product back, you must contact our support team and obtain return authorization.
Email:
service@dspixelkey.com
Please do not send a product to any return address without receiving authorization and return instructions from our support team. Unauthorized returns may not be accepted.
The business address listed in Section 10 is not the default return address. Our support team will provide the designated return address and shipping instructions when authorizing your return.
3. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
If your product arrives defective, damaged during transportation, incomplete, or materially different from the product ordered, please contact us within 7 days after delivery.
This reporting period for arrival issues is separate from the one-year limited warranty. Manufacturing defects and hardware malfunctions covered by the warranty can be submitted for assessment during the applicable warranty period under our separate Warranty Policy.
Please provide your order number and clear photos or videos showing the issue. We may first provide troubleshooting assistance or replacement parts where appropriate.
If the issue is confirmed and cannot be resolved through troubleshooting or replacement parts, you may choose one of the following solutions:
- Replacement of the product, subject to availability
- Return and full refund
For confirmed quality-related issues or shipping damage, we will cover the reasonable return shipping cost according to the return instructions provided by our support team.
4. NON-QUALITY RETURNS
Non-quality returns include change of mind, ordering the wrong product, selecting the wrong configuration, or other reasons unrelated to a product defect.
For an eligible non-quality return:
- The request must be submitted within 30 days after delivery
- The product must meet all return eligibility requirements
- The customer is responsible for the return shipping cost
- Original shipping charges are non-refundable, unless otherwise required by applicable law or the issue was caused by us
- A fee equal to 3% of the refundable merchandise amount will be deducted from the refund
5. LOST PACKAGES
If a package is confirmed by the shipping carrier to be lost in transit, please contact us at:
After the carrier confirms the loss, you may choose one of the following solutions:
- Replacement with the same product, subject to availability
- Full refund of the affected order
If the same product is unavailable, a full refund will be provided for the affected order.
6. EXCHANGES
Before shipment:
You may request a product or configuration change before the order is shipped. We will process the request subject to product availability.
After shipment:
For non-quality exchanges, submit your request within 30 days after receiving your order. The product must meet the same condition requirements as non-quality returns in Section 1. The customer is responsible for additional shipping costs.
Exchanges required because of confirmed quality issues or shipping errors are assessed separately under Section 3. Warranty-related replacements are assessed under our separate Warranty Policy.
7. ORDER CANCELLATIONS
Within 24 hours and before shipment:
You may cancel your order for a full refund.
More than 24 hours after payment and before shipment:
You may request cancellation, and a processing fee equal to 1% of the refundable order amount will be deducted from the refund.
After shipment:
An order cannot be cancelled after it has been shipped. You may request a return after delivery in accordance with this Return & Refund Policy.
8. REFUND PROCESSING
After the returned product is received and inspected, approved refunds will be processed within 7 business days.
For approved order cancellations that do not require a return, refunds will be processed within 7 business days after cancellation approval. For packages confirmed lost by the carrier, refunds will be processed within 7 business days after the carrier confirms the loss when a refund is selected or the same product is unavailable.
Refunds will be issued to the original payment method.
After the refund is processed, it may take an additional 5–15 business days for the funds to appear, depending on the payment provider or financial institution.
The actual refund amount may be adjusted according to the applicable return shipping costs, the 3% non-quality return fee, or the 1% cancellation processing fee described in this policy.
9. IMPORT TAXES AND CUSTOMS CHARGES
International orders may be subject to import duties, taxes, customs charges, or other fees imposed by the destination country.
Unless otherwise stated at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the customer.
Please contact your local customs authority for information about potential charges before placing an order.
10. CONTACT INFORMATION
For return, refund, exchange, cancellation, warranty, or order-related questions, please contact us:
Company:
MIND (HK) CO., LIMITED
Business Address:
FLAT/ROOM 1618B, 16/F, PIONEER CENTER,
750 NATHAN ROAD, MONG KOK,
KOWLOON, HONG KONG
💬 Live Chat
For help with returns, refunds, exchanges, or order-related questions, contact us through the live chat on our website.
Live chat hours: 10:00 AM–6:00 PM, China Standard Time (UTC+8).
✉️ Email Support
Email us at service@dspixelkey.com. We respond to email inquiries within 8 hours.
Please include your order number and a brief description of your request. For damaged, defective, or incorrect items, please also provide clear photos or videos showing the issue.
Website:
https://dspixelkey.com/