Return & Refunds Policy

PO BOX 99900 HF 869 475
R2J 4L1

Group Buy Specific Policies


  • What is your Group Buy/Pre-Order Return/Cancellation Policy?
    • As a rule, we don’t generally accept returns/cancellations due to the nature of these products. If you have a problem with your order, please email us at and we will do the best to help out. If there are extenuating circumstances, return authorization/cancellation may be granted on a case-by-case basis.
  • I used PayPal during the group buy - Can I get a refund on my item?
    • PayPal return window is unfortunately 180 days - if your group buy item has not shipped but is past the 180 days since the order then we can offer store credit in the full amount.
  • Can I cancel my Group Buy/Pre-Order order?
    • Business days are Monday-Friday, so if you send a ticket Friday evening to Sunday, it may take awhile for us to respond. For order cancellations or edits, we cannot guarantee we will be able to amend the order prior to it being fulfilled, but we try our best to accommodate all requests.
    • Cancellations during an open group buy/pre-order will incur a 5% fee due to Payment Gateways such as PayPal/Visa/Mastercard no longer returning transaction fees.  
    • All refunds will be made to the original payment method with the exception of Paypal if the refund window has closed/over 180 days. See
  • Can I cancel my in-stock/ready-ship order?
    • Fastest way to cancel your order is to have a Deskhero profileCreate a profile using the same email address as your order.
    • Once created and the order has not yet been fulfilled, cancellations can be done online on Go into your order and hit the Cancellation button at the top right hand of the order screen.
    • If you do not have a Deskhero profile - a cancellation may not be possible. Please notify us ASAP at We strive to fulfill orders as quickly as possible, and often our fulfillment operations will have fulfilled your in-stock order before support has a chance to respond to any cancellations or inquiries. While we're working on creating a better experience, currently order cancellations for in-stock items cannot be guaranteed before your order ships.
    • In-stock cancellations or return of items that are not are not eligible for an defective/damaged RMA are subject to a 5% processing fee. All shipping costs are non-refundable. Customers are responsible for any Return shipping costs. NO cancellations notified via email can be processed on weekends.
    • Note: All In-stock Deskmats, Switches, and Unvaulted sets, Flash Sale or BOGO Sale items are Final Sale and cannot be returned or exchanged. 
  • Can you offer cheaper shipping?
    • No, the shipping prices that are shown are directly pulled from CanadaPost, USPS, DHL, and UPS, and are the actual price. These are the cheapest prices we are able to get.
  • What is your processing time?
    • Usually able to ship out within 2-3 business days for in-stock/ready ship items. (See below for Group Buy estimated times)
    • Deskhero observes Canadian holidays. Order processing, shipping, and customer support will be delayed during those times.
    • Please note payments made via Paypal echeck take more time to process and any in-stock/ready ship items will not be reserved while payment is pending. Stock may be sold out prior to payment being cleared and your order may be cancelled.
  • Will you mark down the value of my order for customs?
    • No. We will be as compliant to laws & regulations as much as possible. 
  • Where are you located?
    • I am located in Winnipeg, MB in Canada
      Our mailing address is:
      PO BOX 99900 HF 869 475
      R2J 4L1
  • How can I change the shipping address for my order?
    1. Login to your account here: and click on the View addresses link 
    2. Update your profile with the new address and save
    3. Email us at with your order number(s) and new address. We will need to switch the address on our side. 
    If you do not have a Deskhero profile, you will still need to notify us via email of your new shipping address. Please include the following in the Subject Line: "Address Change Needed". 

    Updating your Deskhero profile will only affect new orders (not previous orders made). Notifications of address changes must be made at least 5 business days prior to fulfillment/order shipments.

    If a new address is needed for a recent order (less than 90 days), it may be best to cancel your order through your account if a new address is required as it may take longer for us to process your request. 

  • Please note that depending on where you are changing the address to, there may be additional shipping charges.

    Deskhero is not liable for address changes that we are not notified of via email or notified of after fulfillment has occurred. As Customer Support is only available M-F and not on Canadian Holidays, we cannot guarantee that your address change request will be processed before it reaches the fulfillment queue so please provide ample time to allow for changes to be made.

    Customers will be responsible for any charges for re-routing and/or re-shipping of orders due to:
    1) New addresses we were not informed of prior to fulfillment
    2) Any unclaimed packages where receiver did not collect package
    3) Incomplete/Incorrect shipping addresses (eg. missing unit/suite/apt. numbers).
    Shipping cost for the initial shipment are non-refundable.
    Unclaimed/Moved/Unknown packages that are returned to us are subject to a 5% processing fee to reship and are non-refundable
    Once shipping confirmation is provided, it is up to the customer to track the package and follow any updates on delivery. It is the customer's responsibility to pick up any packages left at a pick up location if a delivery attempt failed due to customer unavailability.  Be sure to let us know if you haven't received your package after 12 business days after the expected delivery date. Any carrier claims must be submitted within 90 days (domestic) for investigation for eligible refunds  who have purchased Shipping Insurance.
  • The Keycap set I received has defects. What can I do? (Excluded Unvaulted sets)
    • Deskhero will save 5% of each kit in the set starting with GMK Shoko R2. Any Group Buy set shipped out prior GMK Shoko R2 or is considered and Unvaulted set is excluded. If a specific issue has occurred over that number (this number may change) - we will work with the manufacturer to determine if it is a manufacturer defect and begin the process to obtain fix kits if possible. 

      If it is less than 5%, Deskhero will consider the issue rare/one off and will work with the customer to use the saved kits to replace the affected key(s) or issue a partial refund or start an RMA if desired. While saved kit supplies last.

      If a potential issue arises through our support channels - we will create a Google Form for verified customers to collect this data.

      If issues are over 5%, replacement keys will be dependent on the claim submissions filed with the manufacturer. 

    • Keycap defects must be reported within 30 days of receiving your order to be eligible for a claim submission.

    • Here are examples of issues that may warrant a replacement:

      1. Extremely bent space bars*
      2. Extremely scuffed/damaged caps**
      3. Missing caps
      4. Duplicate caps
      5. Broken stems (normally an issue with the actual size of switch stem - not keycap stem)
      6. Illegible legends
      7. Off center legends

      *The slight bending of a spacebar derives from the production process and to some degree inherent to all space bars. There can be shrinkage of plastic material and the colour used. In general, the spacebars should have enough play on the keyboard to be functional.

      **Minor specks/imperfections that are not detectable from regular viewing distance or within the visible area of a fully assembled keyboard (approx. >1.5 ft away) or on the north/back side of a key) may not constitute as a defect.

      Every submission will be examined by Deskhero and potentially the manufacturer on a case by case basis.

      Further, more detailed instructions will be outlined if/when the Google form is created to collect the data. 


  • Can you edit or change my order?
    • Editing may be possible on a case by case basis.  Although there is a maximum 60 day window where order edits are available. 
  • I sent you an email and haven't heard back in a couple days.
    • Please see:

      We try to answer emails within 1-2 business days (10 am - 5 pm). Please shoot me another email if you haven’t heard back after 3 business days.
    • It's best to use a new email versus replying to a thread if the original thread is older than a week - threads can often get buried.
    • Deskhero observes Canadian holidays. Order processing, shipping and customer support will be delayed during those times.

  • I sent you a Reddit/Discord/Instagram message, but I haven't heard back? Whats going on?
    • While I try to respond to every reddit/discord/facebook message, I am not always able to reply. Always use email to get in touch with me.
    • Can I get a refund for my Group Buy purchase? I changed my mind.
      • The nature of the GB process means that funds for refunds are not available after submission of the group payment to the manufacturer. Refunds may not be available after submission of your Group Buy order. Refunds will not be available after bulk order submission to the vendor. Refunds may be made available on a case-by-case basis at our discretion.



    General Return & Cancellation Policy

    Our policy for all products lasts 30 days. If the appropriate number of days have gone by since your in-stock purchase, unfortunately we can’t offer you a refund or exchange.

    Some Group-Buy/Pre-order purchases may be returned on a case-by case basis within 30 days of receiving your order but we don’t generally accept returns/cancellations due to the nature of these products. Cancellations during an open group buy/pre-order will incur a 5% fee due to Payment Gateways such as PayPal/Visa/Mastercard no longer returning transaction fees

    Note: All In-stock Deskmats, Switches, and Unvaulted sets are Final Sale and cannot be returned or exchanged. All Flash Sale and BOGO Sale items are also Final Sale and cannot be returned or exchanged. 

    No cancellations will be accepted if an order has already been fulfilled. 

    To be eligible for a return, your item must be in the same condition that you received it (unopened and unused) is brand new and sealed (keyboard kits or barebone keyboards cannot be built).  Items wrapped in protective plastic wrap cannot have had this removed, or we cannot accept a return and it must be within 30 days of receiving your order. Products must be returned in the manufacturer's original carton and must include all components and other items originally packaged with the product (i.e. cables, manuals, etc.). Any returns showing signs of damage/modifications/tampering will not be accepted. 

    To complete your return, we must be able to locate your purchase in our systems. We can offer a refund*/gift card/exchange upon receipt of the returned product at our warehouse (pending product inspection for no defects/damages/tampering/modification). *PayPal has a refund window of 180 days from when the order was placed. If the PayPal refund window is closed, a Deskhero gift card will be issued in the same value. All shipping costs are non-refundable. Returns are subject to a 5% processing fee.

    There are certain situations where only partial refunds are granted (if applicable)
    Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
    Any item that is returned more than 60 days after delivery.

    Refunds/Returns (if applicable)
    Returns are subject to a 5% processing fee. Once your return is received and inspected for no defects/damages/tampering/modification), 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 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. *PayPal has a refund window of 180 days from when the order was placed. If the PayPal refund window is closed, a Deskhero gift card will be issued in the same value.

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted. Usually 3-7 business days for credit card companies to complete the transaction.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at

    Sale items/Open Box items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items/open box items cannot be refunded and are Final Sale.

    Exchanges (if applicable)
    We only replace items if they are functionally defective or damaged pending inventory is available. If you need to exchange it for the same item, send us an email at and send your item back to us at the address below.

    To return your product, you should mail your product to:

    PO BOX 99900 HF 869 475
    R2J 4L1

    Please be sure to wrap your items securely and place in a shipping box (do not ship in just the product packaging or it will not be accepted).

    You will be responsible for paying for your own shipping costs for returning your item (unless product is damaged/functionally defective within North America - some exclusions apply). 

    We can offer a refund (excluding shipping costs) upon receipt at our warehouse (pending product inspection for no defects/damages/tampering/modification).

    Shipping costs including Shipping Insurance are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (if applicable).

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.





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    The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
    These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
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    The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
    These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
    Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.


    These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Winnipeg, MB Canada


    You can review the most current version of the Terms of Service at any time at this page.
    We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.


    Questions about the Terms of Service should be sent to us at





    When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
    When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
    Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


    How do you get my consent?
    When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
    If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

    How do I withdraw my consent?
    If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at or mailing us at:

    PO BOX 99900 HF 869 475
    R2J 4L1


    We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.


    Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
    Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

    If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
    All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
    PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
    For more insight, you may also want to read Shopify’s Terms of Service ( or Privacy Statement (


    In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
    However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
    For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
    In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
    As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
    Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

    When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.


    To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
    If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


    Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
    _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
    _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
    _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
    cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
    _secure_session_id, unique token, sessional
    storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.


    By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.


    We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
    If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


    If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at or by mail at

    [Re: Privacy Compliance Officer]
    PO BOX 99900 HF 869 475
    R2J 4L1