Refund policy
Faulty or Defective Products
All products come with a 12-month manufacturer warranty.
If your item is faulty or defective, please contact us within 7 days of receiving your order at:
contact@keydomshop.com.au
Please include:
- Order number
- Clear photos or videos showing the issue
We will assess the issue and provide troubleshooting guidance.If the issue requires technical inspection, we will instruct you to return the product for further testing.
Refunds or replacements will only be issued after the product has been returned and inspected.
In accordance with Australian Consumer Law, customers are entitled to a replacement or refund for a major failure.
Wrong Item Received
If you received the wrong item, please contact us within 7 days of delivery.
Provide:
- A clear image of the item received
- The shipping label/tracking number
Once verified, we will arrange a replacement.
Change of Mind Returns
We offer a 7-day change of mind return policy from the date of delivery.
Returns will only be accepted if:
- The item is unused
- The item is in resalable condition
- All original packaging, seals, accessories and manuals are intact
- The return request is made within 7 calendar days of delivery
- Opened, used, modified or installed products are strictly non-returnable.
- Additional Non-Returnable Items for Change of Mind
The following items are not eligible for return or exchange due to change of mind (statutory rights for faulty/defective products remain unaffected):
- Mechanical keyboard switches: Due to the product’s nature, it is impossible to accurately verify whether the switches have been used, installed, or tampered with post-delivery. To ensure product quality for subsequent customers, change-of-mind returns/exchanges are not accepted.
- Mouse pads: As a personal contact product, mouse pads pose hygiene and health risks once unpacked or used. For the protection of all customers’ health and safety, change-of-mind returns/exchanges are not permitted.
- Keycaps: Similar to mechanical switches, keycaps are small, precision components where usage (e.g., wear on legends, dust accumulation in crevices) cannot be easily detected. To maintain the integrity of our resalable inventory, change-of-mind returns/exchanges for keycaps are not allowed.
- Approved Change-of-Mind Returns Terms
- 15% restocking fee applies
- Customer is responsible for all return shipping costs
- Original shipping fees are non-refundable
- Prepaid return labels are not provided
Order Cancellations
Orders cannot be cancelled once dispatched.
Refund Processing
Refunds (if approved) will be processed within 5 business days after we receive and inspect the returned item.
Refunds will be issued to the original method of payment.Please allow additional processing time depending on your bank or payment provider.
Non-Returnable Items (Summary)
The following items are strictly non-returnable:
- Opened electronic products
- Customised or modified products
- Clearance or final sale items
- Items returned outside the 7-day window
- Mechanical keyboard switches
- Mouse pads
- Keycaps
- First Order 10%
- Sale items are not eligible for change-of-mind returns.
Discount Policy
Eligibility
New customers placing their first order on the Keydom Independent Site are entitled to a 10% discount on qualifying purchases.
Exclusions
Due to variations in profit margins across product lines, a small number of specific products are temporarily excluded from this 10% discount offer.
Excluded products will be clearly marked on their respective product detail pages, and the discount will not be applicable during checkout for these items.
Additional Terms
The discount is non-transferable and limited to one use per new customer account.
Cannot be combined with other promotional offers unless explicitly stated otherwise.
Discount applies only to the first order placed by the customer; subsequent orders are ineligible.
Discount is automatically applied at checkout for eligible customers and qualifying products (no promo code required unless specified).
