I want to Cancel and Refund my (Pre-)Order
The purpose of this article is to explain the options regarding our cancellation and refund policy.
Is it possible to cancel my order or pre-order?
You can cancel your order (or pre-order) any time prior to it shipping from our warehouse.
To do so, send an email requesting to cancel your order to firstname.lastname@example.org using the same email address associated with your order.
Will I get a full refund?
In general, yes.
The only exception is "products" that are considered services which have already been delivered on.
An example of such a "product" is the Founder's Edition "Name on the Box" perk for the Wooting 60HE. The final draft for the packaging has already been submitted and approved. Therefore, even if an individual wanted to cancel their keyboard pre-order at a later date, their name would still be on the box.
A "product" that is considered a service but has not yet been delivered on will get fully refunded.
An example of a such a "product" is the air freight shipping upgrade. This will get fully refunded in the case of a cancellation, because we then still have the opportunity to change the allocation of keyboards to different freight shipping methods.
To learn more about air freight shipping, click here: Air Freight Shipping
Can I cancel my order after it gets shipped?
It is not possible to cancel an order after it gets picked up by the postal carrier, but in most cases, it is still possible to return the item for a refund.
To learn more about our return policy and process, click here: 30-Day No Hassle Return Policy
For our North American orders, we utilize a third-party warehouse system to manage shipments. Once these orders get packed, we often can't stop them from going out like we can with European orders.
If you wish to cancel an order for items that are in stock and ready to ship, please reach out as soon as possible. However, we may not see your cancelation request in time to stop an order from going out the door. We appreciate your understanding in that regard.
How long does it take to get my money back?
Once the refund is initiated, it will typically be posted to your original payment method in 2-3 business days.
Cross currency transactions often take an additional 2-3 business days before they are made available in your account.
If you received confirmation from our team via email that the refund was initiated, but you haven't gotten your money back, please reach out to us at email@example.com or to your bank directly for more information.
Are there any fees for refunding?
Yes, but we pay that fee for you for the first and the second cancellation.
Our payment processor charges us a substantial fee for every refund that is processed. This is pretty typical for most small businesses.
Therefore, if you are looking to cancel your order because you want to place a new or different order then please reach out to us directly. Often we can edit the original order, and avoid having to pay the fee for no reason. Obviously, if the changes to the order result in a net credit to your account, the balance would get refunded regardless.
We will cover the refund fees for the first two order cancellations. Should you place a third order and request a third cancellation, we will be forced to levy a 10% cancellation fee to cover these costs, as well as any subsequent orders canceled.