Refund policy

Return Policy

At ONEofZERO we want to offer the most reliable service and fair customer protection we can. One of our internal policies is that we never resell goods if they have been opened or used in any way. We do this to ensure that our customer are ONLY getting brand new products that have not been used, tampered with or are the result of a return-knockoff scam.

This means that when products are returned opened or used to us, we bear the full cost of these goods including the original shipping paid for. To help compensate for these costs of returns we have the following return policy.

If you are not satisfied with your product and you would like to receive a refund, below is a chart with the eligibility by category and the small fees fixed for the return procedure.

**All limited edition products are non-refundable**

**Limited launch / early access stock for certain product releases outlined will be non-refundable during the early launch period**

**Certain holiday promotions and Flash sales may not be eligible for refund. Please check promotion page for details. Product warranty still applies**

Category	Return period	Sustainability Fee	Return Shipping
Keyboards	14 Days upon Delivery	15%	Paid by Customer
Keycaps	Non-refundable	-	-
Mice	14 Days upon Delivery	15%	Paid by Customer
Headphones	14 Days upon Delivery	15%	Paid by Customer
DIY products	Non-refundable	-	-
Accessories	14 Days upon Delivery	15%	Paid by Customer
Mouse Pads	Non-refundable	-	-

Warranty Coverage

If your product is defective under manufacturer warranty tolerances below is the policy for the exchange process. Defective products will be shipped back to our warehouse for inspection and upon verification of the defective product, an exchange will be made. If the product is no longer available a store credit will be issued for the full purchase amount.

Category	Warranty period	Warranty coverage	What is Not Covered
Keyboards	1 Year	Connectivity issues, faulty switches not caused by firmware, warped case within tolerances. Broken keycaps upon delivery, broken feet upon delivery.	Physical damage to the keyboard including broken keycaps, broken feet, scratches, damaged switch stems are the result of brute force and do not constitute as defective products. Any tampering including switch modification, lubing, case modification will void all warranty. Spill damage voids all warranty. Incorrect firmware installation. Hot swap warranty only covered within first 90 days as frequent or aggressive switch changes is high risk for damage.
Keycaps	Upon Delivery	Damage upon delivery (Broken keycaps).	Small degree of smudges or minor knicks on an individual key fall under vendor tolerances and do not constitute as defective products. Minor warps in space bar fall under tolerances.
Mice	1 Year	Connectivity issues, switch stop working, jamming scroll wheel, defective sensor. Not turning on upon arrival	Warranty does not cover physical damage to the mouse including broken buttons or damaged cables from yanking or snagging. To avoid cable damage it is highly recommended to use a mouse bungee. Any tampering or modification voids all warranty.
Headphones	1 Year	Connectivity issues, rattling or faulty speaker unit	Any physical damage including scratches. Modular cables and earpads are not covered under warranty.
DIY products	Upon Delivery	Damage upon delivery	Due to customer assembly. No DIY products including switches, lube etc., are covered by warranty
Accessories	1 Year	Manufacturer warranty	Physical damage caused from improper use. Wear including scratches, smudges and erosion.
Mousepads	Upon Delivery	Manufacturer defects upon delivery	Fraying, burn marks, wrinkling from water damage. We do not recommend washing mousepads as this can damage them and fade the colour.

**Products given out as free add-ons as part of a promotion will not be covered under warranty. Example: Free headphones with the purchase of a keyboard.

We are humans and not a large company run by a machine so we understand that there are unique issues that customers run into with their products and we will do our best to find a solution for your problems to make things right. Don’t hesitate to reach out to ask us any questions, concerns or issues you may have.

Our Pledge to Sustainability

As many are becoming more increasingly aware, most products that are returned to big box retailers and ecommerce conglomerates are not resold and are instead thrown directly into landfills.

As a seller of consumer products we have a responsibility to mitigate these unsustainable business practices. As we grown, we hope to improve our capabilities of refurbishing products and potentially selling products that are returned as used. To be as transparent as possible with our customers we are not at that stage yet and it is our promise to our customers that the products they purchase are brand new and reliable. This means that returned products are currently not being resold on ONEofZERO.net and must go through secondary channels where we can not make a profit and if products returned have incompetent packaging they can not be sold at all and go to waste.

We strongly encourage our customers to think twice before placing an order to make sure that the products is right for you, and we ask that you share the same sustainability responsibilities that we have.

Price Protection

We offer price protection up to two weeks on all of our purchases. This means that if a customer places an order at a regular price and the item goes on sale shortly after, we will honour the new price listed on our website and partially refund the difference to our customer.

Email subscribers prior to or at the moment of purchase will also be given the additional benefit of extended price protection up to one month from the point of purchase.

**Limitations: This price protection does not include price matching from other listings outside of oneofzero.net. Price protection can only be claimed within the promotional window and not after a pricing event has concluded. (Example: If a product goes on a Flash sale for a 2 day period, a customer can not claim price protection days after the Flash sale period has concluded.)

**Price protection only covers dollar discounts on the items purchased and does not cover promotions featuring product add-ons (Example: Free cable with the purchase of a keyboard)

**Individual Items purchased within discounted bundle offers are not covered by Price protection.

**Discount codes used on original purchase or unused codes are not eligible for further price protection refunds.

**Taxes already paid will be excluded from the price protection adjustment. (Only subtotal price adjustment will be partially refunded for eligible price protected orders)

**Shipping charges may be subtracted from the partial refund if the total order after price protection adjustment is under the threshold for free shipping. (Example: Order before price protection is $80CAD which unlocks free shipping; after price protection the subtotal is $60CAD so free shipping is not included and a charge of $6.99 for shipping will be subtracted from the $20 price protection refund)

Order Cancellations

We strongly encourage our customers that when they place orders to double check that all of your information is correct before placing an order. This includes making sure that the items in your cart are accurate and your shipping address is correct. It is also important to check with yourself that the product is right for you and stop buyers remorse before it is too late.

If you have made a mistake you will need to email our customer support immediately at hello@oneofzero.net and ask for a order cancellation as we can not make any adjustments to order and our only course of action is to cancel the order. We ask that you do this immediately because if the item has already been shipped we will have to pass on the return shipping charges onto the customer.

**During Black Friday and holiday promotional periods, we experience a high volume of customer inquiries, including order cancellations, address changes, and product-related questions. To manage these inquiries efficiently and ensure timely shipping, we have implemented the following adjustments to our procedures:

Address Changes:
Requests for address changes will result in the cancellation of the order. This policy helps minimize the risk of shipments being sent to incorrect addresses. Once a package leaves our warehouse, we are unable to alter its destination or retrieve it.
Order Adjustments:
Our customer service team cannot accommodate changes to orders once they are placed. For example, if you forget to add an item to your order, we cannot modify it after submission.
Forgotten Add-On Items:
If you forget to include an eligible free add-on item in your order, we will issue a coupon code for use on a future purchase to ensure you still receive the promotion.

We pride ourselves in our fast delivery and if orders are placed before 4:00pm EST there is a strong chance that the order will be shipped out the same day and once the package has left our warehouse and is in the hands of UPS it is out of our control to make any changes.