Refund policy

Last Updated: August 16, 2025

Overview

At KEEBMAT, we stand behind our products. This policy outlines when returns and refunds are available and how to request them. Please read this policy carefully before making a purchase.

Important: All returns require prior authorization. Contact support@keebmat.com before sending any returns. Unauthorized returns will not be processed.

When Refunds Are Available

We offer refunds or replacements in the following situations:

1. Our Error

  • Wrong item received - We sent a different product than ordered
  • Manufacturing defects - Physical defects like tears, incorrect cutting, missing layers, or material separation
  • Damaged in shipping - Product arrived torn, punctured, or with physical damage (must report within 48 hours with photos)
  • Not delivered - Tracking shows no delivery after 45 business days

2. Objective Quality Issues

  • Size significantly incorrect - More than 10% variance from stated dimensions
  • Material defect - Peeling, delamination, or premature wear within 30 days
  • Print quality defects - Significant misprints, smudging, or alignment errors (minor variations normal)

When Refunds Are NOT Available

We cannot offer refunds for:

  • Change of mind or buyer's remorse
  • Ordered wrong size/color/design - Please check specifications carefully
  • Found cheaper elsewhere
  • No longer needed
  • Performance expectations - Sound dampening effectiveness varies by keyboard type, desk surface, and user preference
  • Compatibility issues - Not all keyboards benefit equally from dampening mats
  • Subjective preferences - Feel, texture, or aesthetic preferences
  • Minor variations - Slight differences in color, pattern, or texture are normal
  • Normal characteristics - Initial odor, mat thickness settling, or surface texture
  • Customer damage - From incorrect use, cleaning, cutting, or modification
  • Delivery delays - Within our stated timeframes
  • Customs delays or fees
  • Failure to collect package

Return Process

Step 1: Contact Us

Email support@keebmat.com within 30 days of delivery with:

  • Order number
  • Reason for return
  • Photos of issue (if applicable)

Step 2: Authorization

If approved, we'll provide:

  • Return authorization number (RMA)
  • Return shipping address
  • Instructions

Step 3: Ship Item Back

  • Package item securely in original condition
  • Include RMA number
  • Ship to provided address (NOT our business address)
  • Keep tracking information

Step 4: Refund Processing

Once received and inspected:

  • Approved returns: Refund within 7-14 business days
  • Non-qualifying returns: Item returned to you at your cost

Important Conditions

Return Shipping Costs

  • Customer pays return shipping in all cases (unless we provided a prepaid label)
  • International returns can be expensive - Consider this before requesting return
  • We recommend insured, tracked shipping
  • We're not responsible for items lost in return shipping

Restocking Fee

Approved returns may be subject to a 20% restocking fee to cover processing and inspection costs.

Product Condition

Returned items must be:

  • Unused and in original condition
  • In original packaging
  • With all accessories and documentation
  • Without signs of use, wear, or damage

Time Limits

  • Damaged items: Report within 48 hours of delivery
  • Defective items: Report within 30 days of delivery
  • Return shipment: Must ship within 14 days of receiving RMA

Refund Methods

Refunds are issued to the original payment method:

  • Credit/debit cards: 5-10 business days to appear
  • Alternative payments: May take longer
  • Shipping costs are non-refundable (except for our error)

Alternatives to Returns

Before requesting a return, consider:

  • Partial refund - For minor issues not affecting use
  • Replacement - Often faster than refund/reorder
  • Store credit - 110% value for future purchases
  • Troubleshooting - We can help resolve many issues

Geographic Considerations

EU/UK Customers

Under consumer protection laws, you have the right to cancel within 14 days of receipt. However:

  • You must pay return shipping costs
  • Items must be in original condition
  • Restocking fees may apply for opened items

International Returns

Due to high international shipping costs, we strongly encourage considering alternatives to returns. Return shipping from many countries can exceed the product value.

Damaged or Lost in Shipping

If your item arrives damaged or doesn't arrive:

  1. Damaged: Photo required within 48 hours
  2. Lost: We'll investigate with carrier after 45 business days
  3. We'll work with shipping carrier on your behalf
  4. Resolution may be replacement or refund

Warranties

Some products may include manufacturer warranties. These are separate from this return policy. We'll assist with warranty claims but are not the warranty provider.

Contact Information

For all return and refund requests:

  • Email: support@keebmat.com
  • Include: Order number and description of issue
  • Response time: Within 1-2 business days

DO NOT send returns to our business address. Returns require specific shipping instructions that we'll provide after authorization.

Policy Changes

We reserve the right to modify this policy at any time. Changes apply to orders placed after the modification date.

This policy is part of our Terms of Service. By placing an order, you agree to these terms.