Email support@simpocubic.com or use the contact page with your order number. If the return is not based on a statutory right of withdrawal, also tell us the reason so we can confirm that the item is eligible.

If something is wrong with the item itself — defective, damaged, wrongly sent or not as described — include clear photos or video so our team can review it and tell you what the options are.

1. Contact us with your order number, and the reason or photos where they apply.
2. We reply within 24 hours and, once eligibility is confirmed, send you the recipient name, complete return address and shipping instructions.
3. Post the parcel, and keep your proof of posting and the tracking number.

Do not post a return before you have the address. Our Hong Kong registered office and the address printed on the original shipping label are not return destinations unless we confirm them for your order.

Our voluntary return service gives you 30 days from the day you receive the item — or the last item of a split delivery — to request a return. The item should come back in its original condition, together with its packaging, accessories and anything else that came with it.

We charge no return inspection fee and no restocking fee (0%). Return postage and any lawful deduction for actual diminished value are separate from that, and are set out below.

The 20% is a cap for this extra 30-day service, not a flat charge. It is applied only where there is real loss of value, and we tell you the amount and the basis before the refund is issued. Where statutory withdrawal applies, the deduction follows your local law instead.

• Keep and return the original product packaging, inserts, labels and accessories.
• Use a sturdy outer box with enough padding so the item cannot move around in transit.
• If the original shipping carton is gone, packaging with equivalent protection is fine.

Missing original packaging or labels does not by itself void a statutory withdrawal or a quality claim. It only matters where the missing or damaged parts reduce the actual value of what came back — which is what the deduction in section 02 is for.

Returns are received at our designated return warehouse in mainland China. Contact us for the recipient name, the complete return address and the shipping instructions for your order. Keep your proof of posting and the tracking information once you have sent it.

You can also ask us for the destination before you buy, so you can estimate international return postage in advance.

Registered office

RM A090, UNIT 1, 15/F, BLK A, WAH SANG IND BUILDING, 14-18 WONG CHUK YEUNG ST, SHA TIN, HONG KONG — a company contact address only.

Not a return address

The registered office is not a returns facility. Do not send a parcel there, or to the original shipping-label address, unless we confirm it for your order.

Statutory notice

Waiting for a return address does not invalidate a withdrawal notice you gave in time.

When the return arrives we inspect it and tell you the outcome. If something is missing or damaged, we explain the reason and the options available to you. If a deduction applies, you are told the amount and the basis for it.

An approved ordinary return is refunded to your original payment method within 3 business days of approval. Your bank or card issuer may need additional time to post the refund. Where a mandatory statutory deadline applies and falls earlier, that deadline governs, and our processing commitment does not postpone it.

If an item does not qualify for a return and has to be sent back to you, we agree the shipping arrangement and the cost with you beforehand.

Where EU/EEA or UK statutory withdrawal law applies to your purchase, tell us of your decision within 14 days after you — or a person you designate other than the carrier — receive the item, or the last item of a split delivery. You do not need to give a reason, obtain prior approval or use a prescribed form.

Send the item back within 14 days after telling us. We will give you the applicable return instructions and address; obtaining them is not an approval condition for giving timely notice, and a timely notice does not depend on our reply. Refunds under statutory withdrawal follow the deadlines and conditions set by that law.

This section is a summary, not the full text of your rights. The Refund policy and the Terms of Service set out the terms that apply, and mandatory consumer law always overrides them.

In principle the return is requested by the original purchaser, from the email address used to place the order. A gift recipient, or someone authorised by the purchaser, can also contact us with the order information — where a refund or a change to the order is involved, we check the purchaser's authorisation first.

• Refunds go back to the original payment method of the order, not to a recipient's other account.
• Receiving an item as a gift does not restart the return window — the 30 days are counted from the original delivery.
• Return postage follows the reason for the return and the rules above.

Artisan keycaps are not part of our voluntary 30-day no-reason return service. That exclusion does not affect the statutory withdrawal rights you have under applicable law, or your rights where an item is defective, damaged, wrongly sent or not as described.

Ordinary promotional or discounted items are not excluded just because the price was reduced. Browse the artisan keycap collection or the keycap sets to see what each listing covers.

If your question is about a quality problem rather than a change of mind, start with the photos route in section 01 — that is the fastest way for us to review it.

A promotional gift you received because of a purchase should be returned together with the item it came with. If, after a partial return, the items you keep still meet the threshold of that promotion, you may keep the gift.

If a gift that should come back is not returned, or comes back damaged or used beyond reasonable inspection, we may deduct the actual loss from the refund to the extent the law allows, and we explain the calculation. The same missing or damaged item is never charged twice.

Promotional gifts normally cannot be exchanged for cash or for other items — the terms of the campaign they came from apply.