Refund & Return Policy

Please review this policy before placing your order. For cancellations, returns, or product issues, email contact@torontokeyboardman.ca and include your order number.

Nothing in this policy limits any rights or remedies required by applicable consumer protection law.

1. Order Cancellations

You may request cancellation before your order has shipped. Cancellation is not guaranteed, as your order may already be processing, being packed, or awaiting dispatch when we receive your request.

A cancellation request does not mean your order has been cancelled. Please wait for written confirmation from our team.

Once an order has shipped, we cannot cancel it or stop delivery. If you no longer want the items, you must receive the package and request an eligible return under this policy. Return shipping costs are your responsibility unless the return is due to an incorrect, defective, damaged, or materially misdescribed item.

Requesting cancellation before delivery does not automatically make an item eligible for return.

For approved cancellations:

• The first two cancellations are free, except for orders over CAD $500.

• Starting with your third cancellation, a 10% cancellation fee applies.

• A 10% cancellation fee applies to any order over CAD $500, regardless of your cancellation history.

These fees cover payment processing and administrative costs. Approved cancellation refunds are issued to the original payment method. Please allow approximately 3–5 business days for the refund to appear.

Pre-orders and Group Buys are final sale and cannot be cancelled or refunded once placed, except where required by applicable law or otherwise stated on the product page.

2. Return Window & Approval

You must request a return within 14 days of receiving your order.

Email contact@torontokeyboardman.ca with your order number, the items you wish to return, and the reason for the return. We may request photographs to confirm the condition of the items and packaging.

You must obtain return approval and shipping instructions before sending anything back. Approval to send an item back is subject to inspection and does not guarantee a refund.

Requests submitted more than 14 days after delivery are not eligible for a standard return or exchange, except where required by applicable law.

3. Required Return Condition

To qualify for a standard return, an item must be in a condition that allows us to resell it as new.

The item must:

• Be unused and in the same condition in which it was received.

• Include all original accessories, components, manuals, and packaging.

• Have no customer-caused damage, wear, stains, odours, or modifications.

• Meet the product-specific packaging and seal requirements below.

An item is not eligible simply because it still works or has only been briefly tested. Opening, installing, testing, or modifying certain products makes them ineligible for a standard return.

These requirements apply to preference-related returns, including changes of mind, compatibility mistakes, and dissatisfaction with feel, sound, shape, size, weight, or colour.

Incorrect, defective, damaged, or materially misdescribed products are handled separately under Section 7.

4. Product-Specific Return Conditions

Switches

Switches must be unused and in their original condition.

Switches that have been installed or mounted on a keyboard, used in a build, lubed, filmed, or otherwise modified are not eligible for return.

Keycaps

Keycap sets must remain sealed, unused, and complete.

Once the original plastic seal, shrink wrap, or sealed packaging has been opened or removed, the set is not eligible for a standard return.

Keyboards

Keyboards must be brand-new, unopened, and in their original sealed packaging.

Once the original seal, plastic wrap, or sealed packaging has been opened or removed, the keyboard is not eligible for a standard return.

Please confirm compatibility, layout, and specifications before opening the package.

Mice

Mice must be brand-new, unopened, and in their original sealed packaging.

Opened mice are not eligible for preference-related returns, including concerns about shape, size, weight, coating, clicks, button feel, or comfort.

Mousepads

Mousepads must remain unused and in their original sealed packaging.

Once the paper zipper, seal, or original sealed packaging has been opened, the mousepad is not eligible for a standard return.

Modding Kits

Modding kits must be unused and unopened.

Kits that have been installed, tested, modified, or used in a build are not eligible for return.

Earphones, IEMs & Headphones

These products must remain unopened in their original packaging.

Opened products are not eligible for preference-related returns due to hygiene considerations.

Accessories

Accessories must be unused, uninstalled, and unmodified, with all original packaging and included components.

5. Return Shipping & Shipping Charges

Customers are responsible for return shipping costs for changes of mind, incorrect purchases, compatibility mistakes, and other preference-related returns.

Where available, you may purchase a return label from us, with the agreed label cost deducted from your refund, or arrange shipping through your own carrier.

For confirmed incorrect, defective, damaged-on-arrival, or materially misdescribed items, Toronto KeyboardMan will cover the approved return shipping costs. Please contact us before arranging shipping or purchasing a label.

If we sent you the wrong item, we will provide a prepaid return label, except for European orders, which are handled as explained below.

Original outbound shipping charges are non-refundable for preference-related returns, except where required by applicable law.

Please package returns securely. We recommend tracked shipping and shipping insurance, particularly for returns valued over CAD $75.

For customer-arranged return shipping, you are responsible for following up with your carrier if the package is lost, damaged, or undelivered. We cannot process a standard return refund until the returned item has been received and inspected.

United States Returns

Approved U.S. returns may be routed through our U.S. return point before being forwarded to Canada.

Please allow approximately 2–3 weeks for transit and forwarding. Customs or carrier delays may extend this timeframe.

Final inspection and refund processing take place after the return reaches our Canadian location.

European Returns

We cannot provide prepaid return labels for returns from Europe.

For an approved preference-related return, you must arrange and pay for shipping to the Canadian return address provided by our team. Please obtain return approval, the correct address, and customs instructions before shipping.

If we send the wrong item to a customer in Europe, we will send the correct item at no additional cost, without requiring the incorrect item to be returned.

For defective, damaged, or materially misdescribed products, please contact us before arranging a return. We will confirm the appropriate resolution. If we require the item to be returned, we will agree on a reasonable shipping method and cost in advance and reimburse the approved shipping expense.

6. Shipping Delays

Delivery dates and transit times are estimates unless a service is expressly sold with a delivery guarantee.

Carrier operations, customs processing, weather, peak periods, and other transit conditions may cause delays. We cannot guarantee a carrier’s delivery schedule.

A shipping delay alone does not qualify an order for cancellation or a refund of the merchandise or shipping charges, except where required by applicable law or an applicable delivery guarantee.

Once an order has shipped, we cannot cancel it. If you wish to return the items after delivery, the standard return conditions and shipping responsibilities apply.

If your tracking has stopped updating or your shipment is significantly delayed, please contact us. We will help investigate with the carrier.

Packages confirmed lost or ultimately undeliverable will be reviewed separately and are not treated as ordinary shipping delays.

7. Incorrect, Defective, Damaged or Misdescribed Items

Please inspect your order after delivery and contact contact@torontokeyboardman.ca promptly if an item is incorrect, damaged, defective, or materially different from its description.

For visible damage, missing items, or incorrect products, please notify us within 72 hours of delivery where possible so we can investigate promptly. This reporting request does not replace applicable warranty coverage or statutory rights.

We may request photographs, videos, serial numbers, packaging photographs, or troubleshooting information.

Incorrect Items

If we sent you the wrong item, we will arrange to send the correct item at no additional cost.

For orders outside Europe, we will provide a prepaid return label to return the incorrect item at no cost to you.

For European orders, we will send the correct item without requiring the incorrect item to be returned.

Defective, Damaged or Misdescribed Items

Depending on the issue, we may provide:

• Troubleshooting assistance.

• A replacement component.

• A replacement product.

• An approved return for inspection.

• A refund or another appropriate resolution.

The unopened and unused conditions for preference-related returns do not prevent you from reporting a genuine product defect.

Damage caused by misuse, improper installation, unauthorised modification, or accidents is not considered a manufacturing defect.

8. Return Inspection & Partial Refunds

All returns are inspected before a refund is approved.

Partial refunds are exceptions, not an automatic option for returning opened or used products.

If an item does not meet our standard return conditions, contact us before shipping it. We may decline the return or agree to an exception in writing.

For an approved exception, the refund may be reduced to reflect use, damaged packaging, missing components, customer-caused damage, or reduced resale value.

We will explain any proposed deduction. Approval to ship an item back does not guarantee a full refund if its actual condition differs from the information provided.

9. Refund Processing

After receiving and inspecting your return, we will email you with the outcome and any applicable deductions.

Approved refunds are issued to the original payment method.

Please allow up to 10 business days after the refund has been processed for it to appear, depending on your bank or payment provider.

If your refund has not appeared after that period, check with your bank or payment provider, then contact us if further assistance is needed.

10. Discounted & Final-Sale Items

Products marked Final Sale, including pre-orders and Group Buys, are not eligible for voluntary returns or cancellations.

Discounted, clearance, or promotional items may have additional return restrictions stated on their product pages. Please review those terms before purchasing.

Final-sale restrictions do not remove applicable rights relating to incorrect, defective, damaged, or materially misdescribed products.

11. Incorrect or Incomplete Shipping Addresses

Customers are responsible for entering a complete and accurate shipping address at checkout.

If you notice an error, contact us immediately. We will try to update the address before dispatch, but changes are not guaranteed once processing or shipping has begun.

Additional carrier charges caused by a customer-provided address error, including address correction, redirection, re-delivery, return-to-sender, or reshipping fees, are the customer’s responsibility.

If an order is returned to us because of an address error, contact us to arrange reshipping or discuss any eligible refund. Applicable shipping and carrier charges may be deducted from an approved refund.

For some international shipments, carriers may be unable to correct the address, redirect the package, or return it. A package may be abandoned, disposed of, or declared undeliverable.

Where a shipment is lost or disposed of because of an incorrect or incomplete address supplied by the customer, we do not provide a replacement or refund, except where required by applicable law.

12. Gifts

For an eligible item marked as a gift and shipped directly to the recipient, we may issue store credit to the recipient after approving and receiving the return.

Otherwise, approved refunds are issued to the original purchaser’s original payment method.

Contact

For cancellation requests, return approval, or questions about this policy, email contact@torontokeyboardman.ca with your order number.