Return & Refund Policy
We want you to be completely satisfied with your typing experience. However, we understand that sometimes a product might not be the right fit. Please read our policy below regarding returns, shipping costs, and defective items.
1. Returns Due to Change of Mind / Personal Preference
If you decide that the keyboard is not for you, we are happy to accept a return within 30 days of receiving your item.
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Condition: Items must be returned unworn, unused, in their original packaging, and with all original accessories (cables, pullers, extra keycaps).
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Shipping Costs: The customer is responsible for all return shipping costs.
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Return Location: Please note that our central warehouse is located in Shenzhen, China. International shipping rates to China can be significant (often $60+ USD) depending on your location.
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Customs & Duties: The customer is responsible for any customs duties or import taxes associated with the return shipment.
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Restocking Fee: Returns received with damaged packaging, missing accessories, or signs of heavy wear may be subject to a 30% Diminished Value fee or rejection.
2. Returns Due to Defect or Wrong Item
If your product arrives damaged, defective, or is the wrong item, X-Bows will cover the shipping costs.
- Please inspect your order upon reception and contact us immediately at support@x-bows.com.
- Include your Order ID and photos/video of the issue.
- We will validate the defect and provide a prepaid shipping label or a replacement unit at no cost to you.
3. Important Note on Global Logistics
X-Bows is a US-registered brand serving a global customer base. To keep our technology accessible and our prices competitive, our inventory is warehoused and shipped directly from our manufacturing center in China.
We do not currently have a US-based return center. We strongly encourage customers to consider the potential return shipping costs to China before purchasing if they are unsure about the ergonomic layout.
4. Statutory Right of Withdrawal (For European Union Consumers)
If your order was delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without providing any reason.
Condition and Diminished Value: You are permitted to handle and inspect the product to the extent reasonably necessary to establish its nature, characteristics, and functioning, just as you would in a physical store. However, you will be held liable for any diminished value of the keyboard resulting from handling it beyond what is necessary for basic inspection (such as deep scratches, heavy usage wear, or missing original accessories).
Refunds: If you exercise this right, we will refund the full amount you paid at checkout, which includes the original standard outbound shipping costs. No restocking, administrative, or processing fees will be applied to your refund.
Return Shipping Costs: The customer is strictly responsible for the direct cost of return shipping to our warehouse in Shenzhen, China.
Right to Cancel Before Shipment: If your order has not yet been fulfilled, EU consumers may also exercise the right of withdrawal by cancelling the order directly. You can do this by logging into your account and submitting a cancellation request, or by contacting us at support@x-bows.com.
Customs & Duties: The customer is responsible for any customs duties, import taxes, or clearance fees associated with the return shipment.
How to Start a Return
To start a return, you can contact us at support@x-bows.com. If your return is accepted, we will send you the return shipping address and instructions.
EU customers can initiate a return or cancellation directly through their account — log in, go to your Orders, and submit a return or cancellation request. You will receive an automatic confirmation once your request is submitted.
Note: Items sent back to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
