KiiBOOM products are covered by a warranty (excluding Gift Card). Please send an email to support@kiiboom.com before sending any parcel to us. We do NOT receive random returns. If you do return the products randomly, we will not offer any refund.
If you receive an incorrect version of the product, or there’s a manufacturer defect, you can:
- Record a short video to show the problem you meet.
- Write an email to us at support@kiiboom.com.
- Provide your order number and state your issue clearly
- Attach photos and videos in the email
We request a video because that’s a better way to help us identify the problem than the texts. Sometimes the product (like a keyboard) is not faulty but enters into the “driver layer” which may make itself not respond to actions. We need to check the video and we will suggest solutions to you. If we confirm that the product needs to be returned and to be further checked by the tech team, we will issue an RMA form and inform you to return the product.
Because some of our products (e.g keyboards and DIY kits) are easily disassembled and assembled, so in some cases, we may only send replacement parts such as PCB, cable, plate, etc. For some products such as earphones, we provide repair services instead of replacements. Repair fees and two-way shipping fees will be charged if no manufacturer defects are detected.
RMA Form
When the return process starts, we’ll email an RMA form to you. You need to fill it out accordingly, print it, and send it back to us with the return products in the same parcel. The return address will be included in the RMA form. Our warehouse handles the parcel based on the RMA form. If you don’t include the form in the parcel, the parcel will be handled as a random parcel and we won’t be able to process a refund or replacement for you (if any).
Due Date of Sending Return Parcel(s)
The return parcel needs to be sent to the designated return address and its tracking number needs to be informed to us via email within seven (7) days after the RMA form is issued. Any return parcel that is sent after the due date may void the eligibility of receiving a replacement and/or a refund.
Received Incorrect / Missing Product(s)
If you open the parcel and find the product is not the version you ordered, or you find some accessories are missing, please provide photos of:
- the product you received;
- the label of the received product (which usually can be found on the back of product or on the package box).
- the tracking number written/printed on the shipping parcel bag
Please email these photos to us at support@kiiboom.com within 7 days after the parcel has been delivered to you.
7-Day Return
If you are not completely satisfied with KiiBOOM’s product, you may return the unopened product within 7 days upon receiving it, but you would have to bear the shipping costs incurred. A restocking fee (35% of the item’s retail value) will be charged for the parcels that have been opened. You will receive a remaining 65% of the amount in 3-7 business days AFTER we have received AND confirmed the returned product and all of its included accessories are in good condition. The refund will be returned to the original method of payment used at the time of purchase.
The 7-Day Return Policy does NOT apply to you if:
- the product is customized or personalized.
- the product belongs to sale and/or discounted products.
- the product has been used, damaged, dirted, altered, and/or modified.
Order Cancellations
Once the parcel leaves our warehouse, we will not be able to cancel your order. If you still want to cancel the order, but the product has already been shipped out, you will have to reship the product back to us at your own expense. The shipping fee from and to our warehouse won’t be refundable.
Cancellation and/or order modifications such as changing colors or preferences can only be done manually via our staff after the warehouse has confirmed that the order has not been shipped yet. As our staff might not be available during non-working days and weekends, please make up your mind before placing an order. If you really need to cancel and/or modify your order after purchase, please contact us via email (support@kiiboom.com). We’ll help you with the changes if they could be done.
Parcel Lost / Stolen
We are not responsible for the stolen/missing parcels after delivery. We strongly recommend contacting your local delivery guy for scheduling delivery or having someone stay at home to ensure the parcel is signed and delivered to you.
Clients have the responsibility to help with the successful delivery. For parcels that are shown as delivered on the tracking website, the shipping company won’t provide any compensation to us. For some shipping couriers such as DHL, the tracking record will be deleted by the shipping courier in one month, and the shipping company won’t provide any compensation to us as well. Thus, we won’t be able to provide a refund.
For more details, please refer to the Shipping Policy and FAQ [Insert a bookmark here].
Refunds (If Applicable)
The refund/replacement will only offer after we have received the returned products. It generally takes 5-10 business days to process the refund. The credits will automatically be returned to your credit card or original payment method around 7-14 business days, depending on your bank service.