Return & Warranty & Cancellation policy
The following policies are only eligible for products purchased on wooting.store. If you purchased it elsewhere, please contact them for a return. If there are any product issues or questions, you are welcome to contact us on social@wooting.io.
You can open a ticket by sending an email to social@wooting.io.
Cancel (Pre-)Order
You are eligible for a no-questions asked full refund on any (pre-)order placed at Wooting Store up to the date it’s shipped to you. To ask a full refund, please open a ticket with the same email address as your order with your order number in the subject line.
There are fees from the payment processor when a cancellation and refund is made, but we pay that fee for you.
Therefore, if you are looking to cancel your order because you want to place a new or different order then please reach out to us directly. This way we can edit the original order, and avoid having to pay the fee for no reason. Obviously, if the changes to the order result in a net credit to your account, the balance would get refunded regardless.
We will cover the refund fees for the first two order cancellations. Should you place a third order and request a third cancellation, we will be forced to levy a 10% cancellation fee to cover these costs.
Additional Fee for High-Value Orders
For orders that exceed $1000/€1000, there will be a 10% cancellation fee regardless of whether it is the first or second cancellation.
Product Return
NETHERLANDS: There is a no questions asked 30-day return policy from the date you’ve received the keyboard with the condition that it’s in its original packaging and in good condition. The cost of the return shipment is covered.
WORLDWIDE: There is a no questions asked 30-day return policy from the date you’ve received the keyboard with the condition that it’s in its original packaging and in good condition. The cost of the return shipment is not covered.
Non-returnable items:
- Gift cards
- Downloadable software products
Product Defect on Arrival
WORLDWIDE: If you receive a defect product or if the product was heavily damaged during transport. Please open a ticket including a picture of the package, your order number and description of the situation.
We will inspect the damage and will decide the most appropriate method for amendment. Depending on your country of residence and type of damage we will either send a new unit or a replacement part.
Product Warranty
WORLDWIDE: Every Wooting keyboard has a minimum 2-year up to 4-year manufacturer’s warranty from the date of shipment. This covers defects in workmanship and materials during normal use. The LED backlight proportion on any product has a 2-year warranty on failure during normal use. Open a ticket to issue your warranty. A valid date of purchase and proof of purchase is required. If you bought it from the Wooting store, you won't need a proof of purchase.
In general, our goal is to resolve warranty claims by repairing or replacing the affected product, not returning items for a refund. Should you experience a defect when you receive the product and are dissatisfied with how the situation is resolved, we will typically allow the item to be returned for a refund even if it's a little beyond the 30-day window. However, that is evaluated on a case-by-case basis and not guaranteed.
We at all times have the option to purchase replacement parts for when you're outside the warranty or not eligible for warranty.
If you’ve purchased a pre-order, your warranty doesn’t go into effect until the date we have shipped the keyboard.
If you fall outside this period, you can explain your case by email to social@wooting.io.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If there is any notable or irreversible damage on the product we will require to withhold a repair or depreciation fee from the refunded amount.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
For North American Store orders, Standard Shipping is included in the refunded amount. Upgraded 2-day shipping or overnight shipping are not refunded.
For European and International Store orders, shipping costs are included in the refunded amount with the exception of express services: UPS Express, DHL Express.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately (special) sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
FAQ
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