Refund policy

Return & Refund Policy

At Soulmie Keys, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a free return or refund within 14 days of the delivery date, provided that the item is returned in its original packaging with the original receipt or proof of purchase.

1. Eligibility for Returns & Refunds

To qualify for a return or refund:

  • The request must be made within 14 calendar days of receiving your order.
  • The item must be unused, in the same condition you received it, and in its original packaging (including all accessories, manuals, and protective materials).
  • You must provide the original receipt or proof of purchase.

2. Non-Returnable & Non-Refundable Items

Certain products are not eligible for return or refund, including:

  • Customized Products: Any products made to your specifications, including custom-designed keycaps, artisan keycaps, customized mechanical keyboards, and other made-to-order items.
  • Products showing signs of use, damage, or missing original components.
  • Clearance or final sale items.

3. Return Process

  1. Contact Us: Email us at soulmiekeys@gmail.com with your order number, reason for return, and photos (if applicable).
  2. Approval & Return Label: Once approved, we will provide you with a prepaid return shipping label via email.
  3. Ship the Item Back: Package the item securely in the original packaging and attach the return label.
  4. Inspection & Refund: After receiving and inspecting the returned item, we will process your refund to your original payment method within 5–10 business days.

4. Exchanges

We do not offer free exchanges to our products, sorry for the inconvenience.

5. Damaged or Defective Products

If you receive a damaged or defective product, please notify us within 7 days of delivery with photos, and we will arrange a replacement or full refund at no cost to you.

6. Contact Us

If you have questions about our Return & Refund Policy, contact us at:

Soulmie Keys
3459 Sheppard Ave E, Unit 218, Scarborough, ON, Canada M1T 3K5
Email: soulmiekeys@gmail.com