17 July 2026
This page explains the consumer right of withdrawal, return procedure, refunds and the legal guarantee of conformity for products purchased from KeyForge.
It forms part of our Terms and Conditions.
Consumers who purchase online generally have the right to withdraw from the sales contract within 14 days without giving a reason.
1.1 PHYSICAL PRODUCTS
You may request the return of an eligible physical product within 14 calendar days after the day on which you, or a person designated by you other than the carrier, receives the product. You do not need to provide a reason for the return.
1.2 CUSTOMERS COVERED BY STATUTORY WITHDRAWAL RIGHTS
For consumers protected by European Union, European Economic Area, or other applicable consumer legislation, the 14-day period represents the statutory right of withdrawal where that right applies.This policy does not restrict any mandatory rights available under the law applicable to the customer.
1.3 CUSTOMERS OUTSIDE THE EU OR EEA
For customers who are not covered by a statutory right of withdrawal, KeyForge voluntarily provides the same 14-day period for eligible physical products purchased directly from our website. This voluntary return policy is subject to the conditions described on this page and does not create additional statutory rights under the customer’s local law.
To meet the 14-day deadline, you must clearly inform us of your decision to return the product before the return period expires.
You may submit your request through our online withdrawal and return form or contact us by email at info@keyforge.tech.
2.1 INFORMATION TO PROVIDE
Please include:
You may provide a reason, but this is not required for an eligible return made within the 14-day period.
2.2 CONFIRMATION OF YOUR REQUEST
After an online request is submitted, we will send an electronic acknowledgement using the contact details provided with the request.
This acknowledgement confirms that we received the request. It does not necessarily confirm that every returned item meets the conditions of this policy.
After notifying us, you must send the product back without undue delay and no later than 14 calendar days after the day on which you informed us of your decision.
Return instructions and the applicable return address will be provided after we receive your request.
3.1 PACKAGING
Please package the product securely to prevent damage during transport. Where reasonably possible, include the original packaging, accessories, cables, documentation, and any other items supplied with the product.
The absence of the original packaging does not automatically remove a statutory withdrawal right, but you remain responsible for packaging the product safely.
3.2 RETURN SHIPPING COSTS
For a standard withdrawal or voluntary return, the customer is responsible for the direct cost of returning the product unless KeyForge confirms otherwise.
If the product is defective, damaged before delivery, or different from the product ordered, KeyForge will provide appropriate instructions and cover reasonable return costs where required by applicable law.
3.3 RETURN SHIPPING RISK
You are responsible for the product until it is received by KeyForge. We recommend using a tracked shipping service and keeping proof of shipment.
KeyForge is not responsible for a return parcel that is lost or damaged because it was packaged inadequately or sent without an appropriate delivery service.
You may inspect and test a physical product only to the extent reasonably necessary to establish its nature, characteristics, and operation, in the same way that you could inspect it in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for this purpose.
4.1 ACCEPTABLE INSPECTION
Reasonable inspection may include unpacking the product, visually examining it, connecting it to a compatible device, and performing limited functional testing.
4.2 DIMINISHED VALUE
A deduction may be made from the refund where permitted by applicable law if the product has been damaged, modified, used extensively, returned incomplete, or handled beyond what was necessary to inspect it.
Any deduction will be based on the actual reduction in the product’s value and will be explained to you.
Eligible refunds will be issued without undue delay after your return has been assessed.
Where a statutory right of withdrawal applies, the refund will be processed within the period required by applicable law. We may withhold the refund until we have received the returned goods or you have supplied evidence that the goods were sent back, whichever occurs first.
5.1 REFUND METHOD
Refunds will normally be made using the same payment method used for the original transaction, unless another method is expressly agreed.
You will not be charged an additional fee by KeyForge for receiving the refund.
5.2 ORIGINAL DELIVERY COSTS
Where required by statutory withdrawal law, we will refund the cost of the least expensive standard delivery method offered for the order.
Additional costs resulting from your choice of an expedited, premium, or more expensive delivery method are not refundable unless required by applicable law.
For voluntary returns outside a statutory withdrawal framework, the original delivery cost is not refundable unless KeyForge confirms otherwise.
5.3 CURRENCY AND PAYMENT PROVIDERS
Refunds are issued in the currency of the original transaction. Differences caused by exchange rates, card-provider fees, or bank charges outside KeyForge’s control are not refundable by KeyForge unless applicable law requires otherwise.
The 14-day return or withdrawal right may not apply to products that fall within a legal exception or that cannot reasonably be accepted under the voluntary part of this policy.
6.1 CUSTOM OR PERSONALISED PRODUCTS
Products made to the customer’s specifications or clearly personalised may not be eligible for withdrawal where applicable law provides such an exception.
A standard product assembled, configured, tested, or prepared as part of KeyForge’s normal fulfilment process is not automatically considered personalised.
6.2 DAMAGED OR MODIFIED PRODUCTS
The voluntary return policy may not cover products that have been intentionally damaged, altered, repaired by an unauthorised person, or modified after delivery.
This does not remove any statutory rights relating to a defect or lack of conformity that already existed when the product was delivered.
6.3 PRODUCTS PURCHASED FROM ANOTHER SELLER
This policy applies only to products purchased directly from KeyForge through keyforge.tech.
If you purchased a KeyForge product from another retailer or marketplace, the return request must normally be submitted to that seller under its applicable return policy.
Different rules may apply to digital content, downloadable products, software licences, subscriptions, and digital services.
7.1 KEYFORGE MASTER CONFIGURATOR
The KeyForge Master Configurator is companion software provided for use with supported KeyForge hardware. It is currently not sold as a separate paid digital product.
Downloading or using the Configurator does not remove your right to return eligible physical hardware within the applicable 14-day period.
The Configurator does not create a separate refund amount because no separate price is charged for it.
7.2 CONFIGURATIONS AND USER DATA
Before returning a device, you should remove or reset any personal configurations, custom actions, text entries, shortcuts, or other information stored on the device.
KeyForge may reset, erase, inspect, or reflash a returned device as part of the testing and refurbishment process. You should retain any backup you wish to keep before sending the device back.
7.3 FUTURE PAID DIGITAL CONTENT
If KeyForge introduces paid digital content or digital services, product-specific withdrawal and refund conditions will be presented before purchase.
Where permitted by law, a customer may lose the right to withdraw from paid digital content after supply begins only when the required conditions have been satisfied, including the customer’s prior express consent, acknowledgement of the resulting loss of the withdrawal right, and confirmation from KeyForge.
A separate consent mechanism may therefore be displayed at checkout for an eligible paid digital product. It will not apply automatically to physical products or to the free KeyForge Master Configurator.
Please inspect your order after delivery and contact us promptly if the parcel or product is damaged, if you received the wrong product, or if parts are missing.
Contact us at info@keyforge.tech and include your order number, a description of the issue, and clear photographs or video where these can reasonably help us assess the problem.
8.1 SHIPPING DAMAGE
Where possible, retain the product, packaging, shipping label, and all included materials while the issue is being investigated.
We may need this information to submit a claim to the carrier or determine the appropriate resolution.
8.2 AVAILABLE REMEDIES
Depending on the circumstances and applicable law, the remedy may include replacement of a missing component, repair, replacement of the product, a price reduction, or a refund.
We will not require you to accept a remedy that would unlawfully restrict your mandatory consumer rights.
KeyForge products are covered by the mandatory legal guarantee of conformity applicable to the purchase.
For consumers in the European Union, goods are generally protected by a minimum two-year legal guarantee from delivery. Longer periods or additional remedies may apply under national law.
Customers in other countries retain any mandatory warranty or consumer rights provided by the law applicable to their purchase.
9.1 WHAT THE LEGAL GUARANTEE COVERS
A product may lack conformity if, for example, it does not match its description, does not provide the agreed functionality, is not suitable for its normal purpose, or does not have the quality and durability that a consumer can reasonably expect.
The assessment depends on the product, the information provided at the time of sale, the circumstances of the issue, and applicable law.
9.2 ISSUES NOT NORMALLY COVERED
Warranty coverage does not normally include:
These exclusions apply only to the extent permitted by applicable law and do not affect defects or conformity issues for which KeyForge is legally responsible.
9.3 USER-REPLACEABLE COMPONENTS
Normal replacement of components designed to be user-replaceable, such as compatible hot-swappable mechanical switches or keycaps, does not by itself invalidate the legal guarantee. However, damage caused during replacement, installation of incompatible components, or improper handling may not be covered.
To submit a warranty claim, contact info@keyforge.tech and provide:
10.1 TROUBLESHOOTING
Before requesting that a product be returned, we may ask you to perform reasonable troubleshooting steps, such as testing another USB port or cable, checking the Configurator, installing an available firmware update, or using the documented firmware recovery procedure.
Troubleshooting will not be used to delay or restrict a valid legal remedy.
10.2 RETURN AUTHORISATION
Do not send a product for warranty inspection until you have received return instructions from KeyForge.
Unauthorised shipments may cause delays or may be returned to the sender where permitted by law.
10.3 REPAIR, REPLACEMENT, OR REFUND
If a valid lack of conformity is confirmed, the available remedy will be determined in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a proportionate price reduction, or termination of the contract and a refund.
Repairs and replacements covered by the legal guarantee will be provided without charge where required by law.
11.1 RETURN OR WITHDRAWAL
A return or withdrawal is used when you decide that you no longer wish to keep an eligible product. The request must normally be made within the 14-day return period described in this policy.
11.2 WARRANTY CLAIM
A warranty claim is used when the product is defective or does not conform to the contract. A warranty claim may be available after the 14-day return period has expired.
You do not need to describe a defect in order to exercise an eligible withdrawal right, but details of the issue are required when requesting a warranty remedy.
You may contact us to request cancellation before an order is dispatched.
We will attempt to stop fulfilment, but cancellation cannot be guaranteed once processing, packaging, or carrier collection has begun.
If the order has already been dispatched, you may use the return procedure after receiving it. Refusing delivery without contacting us may delay the return and refund process.
If an order is returned because delivery was refused, the address was incorrect or incomplete, import charges were not paid, or the parcel was not collected, please contact us.
Where permitted by law, actual return shipping, customs, carrier, or handling costs caused by an unsuccessful delivery may be deducted from the refund.
This does not affect statutory rights where the unsuccessful delivery resulted from an error for which KeyForge or its carrier is responsible.
Orders delivered outside the European Union may be subject to customs duties, import VAT, brokerage charges, or other fees imposed by the destination country.
Unless otherwise stated during checkout, these charges are the customer’s responsibility and are not collected or controlled by KeyForge.
Customs duties and charges paid directly to authorities, carriers, or brokers cannot normally be refunded by KeyForge. You may need to request reimbursement directly from the relevant authority where local rules permit it.
Statutory consumer withdrawal rights generally apply to natural persons acting mainly outside their trade, business, craft, or profession.
Purchases made primarily for business or professional purposes may not benefit from the same statutory withdrawal rights.
However, the voluntary 14-day KeyForge return policy may still apply to an eligible direct purchase, subject to this policy and any terms agreed for the order.
For return, withdrawal, refund, or warranty questions, contact:
KeyForge Tech SRL
Email: info@keyforge.tech
Please do not send a product to our registered office or another address displayed on the website unless that address is specifically confirmed in the return instructions.
We may update this policy to reflect changes to our products, procedures, or legal obligations.
The version applicable to a purchase will not reduce mandatory consumer rights that already apply to that purchase. The latest version will be published on this page with its effective date.
