Refund policy
Returns and refunds
This policy applies to purchases made from SIMPOCUBIC CO., LIMITED, trading as SIMPOCUBIC. It does not limit mandatory consumer rights in the customer’s country.
Our voluntary change-of-mind return policy lets you request a standard return within 30 days after you or a person you designate, other than the carrier, receives the item (or the last item in an order delivered separately). This additional 30-day window does not reduce any statutory withdrawal, cancellation or other mandatory consumer right.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. These standard-return conditions do not limit an EU/EEA consumer's statutory right of withdrawal described below.
To start a return, please visit https://account.simpocubic.com and follow the instructions for your order. If you checked out using a phone number, please use the link in your SMS order confirmation to access your order and request a return.
For any return question or withdrawal notice, contact support@simpocubic.com. Our customer support team will respond within 24 hours of receiving your message; the validity of a timely statutory withdrawal notice does not depend on our reply.
Return destination and company contact address
Returns are received at order-specific warehouses in mainland China. Contact support@simpocubic.com for the correct recipient name, full mailing address and shipping instructions for your order before posting a parcel; we will provide them in our response. You may request the destination details before buying to estimate international return postage. Our registered office, RM A090, UNIT 1, 15/F, BLK A, WAH SANG IND BUILDING, 14-18 WONG CHUK YEUNG ST, SHA TIN, HONG KONG, is our company contact address only, not a returns facility. Do not send returns there or to the address on the original shipping label unless we confirm that address for your order. Waiting for return instructions does not invalidate a timely statutory withdrawal notice.
If your return is accepted, we will send you instructions on how and where to send your package and, where applicable, a return shipping label. For standard returns other than EU/EEA statutory withdrawals, items sent back without first requesting a return will not be accepted. For EU/EEA statutory withdrawal, a timely clear notice is sufficient; no prior return approval is required. Please obtain the correct return address before posting the goods.
Return shipping costs
Customers are responsible for return shipping costs, unless the item is defective, damaged, incorrect, or applicable law requires otherwise. Return shipping costs are non-refundable unless required by law or unless the return is due to our error. We charge no fixed return handling or restocking fee (0%) for any return. Actual return postage, where lawfully payable by the customer, and any actual diminished value caused by handling beyond what is necessary, where applicable law permits a deduction, are separate from a fixed fee.
If we provide a prepaid return shipping label, the cost of the return label will be deducted from your refund unless the item is defective, damaged, incorrect, or applicable law requires otherwise.
Original shipping charges
Original shipping charges are refundable only for the least expensive standard delivery option offered at checkout, where required by law. Any extra costs paid for express, priority, or other upgraded shipping options are not refundable unless required by law.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, including:
- Gift cards
- Custom products, special orders, or personalized items
- Items marked as final sale, except where returns are required by law
- Items that are not in the same condition as received, are used, damaged, missing parts, or not in their original packaging
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable. These standard-return exclusions do not override an EU/EEA consumer's statutory right of withdrawal; opening ordinary packaging or handling goods as necessary to inspect them does not by itself remove that right.
Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EU/EEA and UK 14-day statutory withdrawal or cancellation
Where EU/EEA statutory withdrawal law applies to your purchase, you may withdraw from the order within 14 days without giving a reason, subject to any applicable legal exceptions.
Where UK statutory online cancellation law applies to your purchase, the same protections described here for EU/EEA statutory withdrawal also apply to that right: 14 days to notify us after receipt, another 14 days to send goods back, no reason or prior approval, no absolute original-packaging or unused requirement, and reimbursement within 14 days after notice subject only to a lawful hold until receipt of the goods or evidence of their return, whichever is earlier. Any stronger mandatory UK protection prevails. References elsewhere in this policy to EU/EEA statutory withdrawal protections include this UK statutory cancellation right where applicable.
For orders containing multiple items delivered separately, the 14-day statutory withdrawal or cancellation period is counted from the day after the last item is delivered to you or to a third party designated by you, other than the carrier.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires. You can do this by starting a return at https://account.simpocubic.com, by using the link in your SMS order confirmation if you checked out with a phone number, or by contacting us at support@simpocubic.com. An EU/EEA consumer need not give a reason or wait for our approval; a clear notice sent within the withdrawal period is sufficient. After giving a statutory withdrawal or cancellation notice under applicable EU/EEA or UK law, send the goods back without undue delay and within a further 14 days, unless we have offered to collect them.
For an EU/EEA statutory withdrawal, original packaging, tags and an unused condition are not absolute requirements. You may handle the goods as necessary to establish their nature, characteristics and functioning, as you could in a shop. You are responsible only for any diminished value caused by handling beyond what is necessary, where applicable law permits.
For EU/EEA statutory withdrawals or UK statutory cancellations, you pay the direct cost of returning the goods only if we disclosed this responsibility before purchase and applicable law permits it, unless we agreed to pay, the goods are defective, damaged or incorrect, or applicable law requires us to cover the cost.
Promotional items and Club rewards
If the qualifying Keycap Set is returned, any promotional item or Club reward included with it must also be returned. If it is not returned, its retail value shown at the time of purchase may be deducted from the refund where permitted by applicable law.
Refunds
For eligible standard returns other than EU/EEA statutory withdrawals, we will notify you once we have received and inspected your return and tell you whether the refund is approved. Statutory withdrawal does not depend on our inspection or approval.
For eligible standard returns other than EU/EEA statutory withdrawals, if approved, we will refund you to your original payment method within 14 calendar days after receiving and inspecting the return, subject to any earlier mandatory deadline. Your bank or card issuer may take additional time to post the refund.
For an EU/EEA statutory withdrawal, we will reimburse eligible payments, including the cost of our least expensive standard delivery option where required by law, without undue delay and no later than 14 days after we are informed of your decision to withdraw. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence of having sent them back, whichever occurs first. Inspection or approval does not restart this deadline.
If more than 19 calendar days have passed since we approved your return, please contact us at support@simpocubic.com. This 19-day contact guidance for standard returns does not extend the EU/EEA statutory reimbursement deadline above.
Model withdrawal/cancellation form (optional)
Complete and send this form only if you wish to withdraw from or cancel the contract under an applicable statutory right. You may instead email or send any other clear statement; this form and an explanation of your reason are not required. Send the notice to SIMPOCUBIC CO., LIMITED at RM A090, UNIT 1, 15/F, BLK A, WAH SANG IND BUILDING, 14-18 WONG CHUK YEUNG ST, SHA TIN, HONG KONG or support@simpocubic.com. This Hong Kong address is for notices and company contact only, not for returning parcels; we will provide the order-specific warehouse address in mainland China separately.
To: SIMPOCUBIC CO., LIMITED, RM A090, UNIT 1, 15/F, BLK A, WAH SANG IND BUILDING, 14-18 WONG CHUK YEUNG ST, SHA TIN, HONG KONG; support@simpocubic.com
I/We hereby give notice that I/we withdraw from or cancel my/our contract for the sale of the following goods: ____________________
Ordered on: __________ Received on: __________
Name of consumer(s): ____________________
Postal address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): ____________________
Date: __________