Return & refund
Last updated: March 18, 2026
At Yuzu Keycaps, we take pride in the quality of every product we make. Because our products are manufactured on demand to your specifications, we do not accept returns. However, we stand fully behind our quality and will make it right if something is wrong.
1. No-Return Policy
All orders at Yuzu Keycaps are custom-made and non-returnable. We do not require you to ship items back to us — in eligible cases, we ask that you dispose of or destroy the original item instead.
2. Quality Guarantee
If your order does not match the product as described or depicted on the Site, you are entitled to a free replacement. We will cover all costs associated with producing and shipping the replacement.
To be eligible, the issue must be a genuine non-conformity — meaning the product materially differs from the approved design or description. The following are explicitly not covered:
- Colour variations between the on-screen representation and the physical product, due to monitor calibration, viewing conditions, or material properties. We do our best to represent colours accurately, but screen-to-print differences are inherent and expected.
- Damage caused by the customer after delivery.
- Change of mind or personal preference.
3. How to Request a Replacement
To submit a quality claim:
- Contact us at contact@yuzukeycaps.com within 14 days of receiving your order.
- Include your order number and a clear description of the issue.
- Attach photographs clearly showing the non-conformity.
We will review your request and respond within 3 business days. If your claim is approved, we will arrange for a replacement to be produced and shipped to you at no charge. You will be asked to destroy or dispose of the original item — no return shipment is required.
4. Refunds
We issue refunds only in the following situations:
- A product becomes unavailable after your order is placed and we are unable to fulfil it.
- A quality claim is submitted and a replacement is not feasible (at our discretion).
Approved refunds are issued to your original payment method within 7 to 15 business days of approval. Processing times may vary depending on your bank or card issuer.
5. Digital Products
Digital products are non-refundable once delivered, unless they are defective or materially different from their description. If you experience an issue with a digital product, contact us at contact@yuzukeycaps.com.
6. EU and UK Consumer Rights
If you are a consumer resident in the European Union or United Kingdom, you have the right under applicable consumer protection law to receive goods that conform to their description and are free from defects. Our quality guarantee is designed to meet and exceed these requirements.
For non-custom physical goods, EU and UK consumers also have a statutory 14-day right of withdrawal. As all Yuzu Keycaps products are custom-made to order, this right does not apply, in accordance with Article 16(c) of the EU Consumer Rights Directive and equivalent UK legislation.
7. Contact
For any questions about this policy or to submit a quality claim:
Yuzu Pte Ltd
160 Robinson Road, #14-04
Singapore Business Federation Center
068914 Singapore
Email: contact@yuzukeycaps.com