Refund and Returns Policy

ceceluxe｜Refund & Return Policy

Thank you for choosing ceceluxe.

We are committed to providing high-quality PBT keycap products and a worry-free shopping experience, and hope you are satisfied with every purchase.

If you are not completely satisfied with your purchase, or if the product you received has defects, missing parts, or other issues, you may apply for a return, refund, or exchange in accordance with the following policy.

1. Return Period

We offer a return service for eligible products within 30 days of receiving the product.

7-Day Cooling-Off Period for Consumers in Taiwan

Pursuant to Article 19 of Taiwan's Consumer Protection Act, consumers who purchase online generally have the right to rescind the contract within 7 days of receiving the product without stating a reason or incurring any costs, except for products that fall under statutory exceptions.

Return Service from Day 8 to Day 30

In addition to statutory rights, ceceluxe also offers a return service for eligible products within 30 days of receipt.

Return requests made between Day 8 and Day 30 must meet the product condition and return requirements specified in this policy.

The above extended return service does not affect the relevant rights enjoyed by consumers under the law.

2. Return Requirements

To ensure a smooth return process, we recommend that you properly preserve the product, packaging, and related accessories after receiving the product.

For return requests made under our additional return service between Day 8 and Day 30, the product must generally meet the following conditions:

The product has not been used and is in good condition
No obvious scratches, stains, damage, or intentional damage
The keycap set is complete, with no missing parts
Original packaging and included accessories are retained
The product has not been processed, modified, or otherwise treated in a way that affects its original condition

Regarding the 7-Day Cooling-Off Period

The 7-day cooling-off period is not a product trial period, but consumers may conduct necessary inspections to confirm the product's contents, specifications, and quality, and will not automatically lose their statutory right of rescission simply by opening the packaging.

If the value of the product is diminished due to use beyond the scope of necessary inspection, you may be required to bear corresponding liability under applicable laws.

3. Cases Where Returns Are Not Applicable

Without prejudice to the statutory rights of consumers, the following products or situations may not meet the conditions of our additional return service:

Custom keycaps made according to individual customer requests
Products that have been modified, processed, or damaged by the customer
Products that exceed the additional return service period and for which there are no other statutory grounds for return or remedy
Products that have sustained obvious damage due to improper use or storage
Other products for which the right of return has been excluded by law and the consumer has been clearly informed in advance

Special Note:

Standard in-stock keycaps, even when offered with existing style options such as top-print, side-print, translucent, side-translucent, and opaque, will not automatically be deemed custom products simply because a customer selects one of these styles.

True custom products made according to individual customer requests may only be ineligible for the statutory 7-day right of rescission if they meet the exceptions under applicable laws and the consumer has been informed in advance.

4. How to Request a Return

If you wish to request a return, please contact us via the following email:

Customer Service Email:pop0839250607@gmail.com

Please include the following in your email:

Order number
The name used when placing the order
The name and style of the product you wish to return
Reason for return (no reason is required for the statutory 7-day right of rescission)
Photos of the product (if there are defects or other abnormalities)

Upon receiving your request, we will help confirm the return information and provide the appropriate return address and shipping instructions.

To avoid shipping to the wrong address, we recommend that you contact customer service first to confirm the return method.

This process does not restrict your right to exercise the right of rescission by returning the product or providing written notice in accordance with the law.

5. Return Shipping Fees

Within the 7-Day Statutory Cooling-Off Period

In cases where the contract is rescinded pursuant to Article 19 of Taiwan's Consumer Protection Act, consumers are not required to bear the necessary costs incurred by the return.

We will arrange for the product to be collected or provide an appropriate return method in accordance with the law.

From Day 8 to Day 30

If the product has no defects and the customer requests a return under our additional return service, the return shipping fees will generally be borne by the customer.

Product Defects or Shipping Errors

If a return or exchange is required due to product defects, missing parts, shipping damage, or shipping errors, we will bear the relevant necessary shipping fees in accordance with applicable laws and the actual circumstances.

6. Refund Method and Processing Time

After receiving the returned product, we will confirm the product and return information and process the refund in accordance with applicable laws and this policy.

Refund Method

The refund will generally be issued to the original payment method you used.

If the original payment method cannot be refunded, we will confirm another appropriate refund method with you.

Refund Time

For orders where the 7-day right of rescission is exercised in accordance with the law, we will process the refund pursuant to Article 19-2 of Taiwan's Consumer Protection Act.

For orders made between Day 8 and Day 30 that meet the conditions under our additional return service, we will process the refund as soon as possible after confirming the return.

After the refund has been processed, it may take 5–10 business days for the funds to appear in your bank or payment account, depending on the payment institution's processing time.

If the law provides otherwise, we will comply with the provisions of the law.

7. Product Defects, Missing Parts, or Shipping Errors

If the keycap product you receive has any of the following issues, please contact us as soon as possible:

Cracked, deformed, or otherwise obviously defective keycaps
Insufficient or missing keycaps in the set
Received the wrong keycap style or color
Top-print/side-print style does not match the order
Translucent/side-translucent/opaque style does not match the order
Product damaged during shipping
Received product does not match the order contents

We recommend that you contact us within 7 days of receiving the product so that we can confirm and process the issue as quickly as possible.

Please provide:

Order number
Description of the issue
Clear photos of the product and packaging
If parts are missing, please provide a photo of the keycap configuration you received

We will provide a replacement, exchange, refund, or other appropriate solution based on the specific circumstances.

This recommended contact period does not restrict the consumer's rights to warranty against defects or other remedies enjoyed under the law.

8. Exchange Policy

If you wish to exchange your product for a different keycap style, color, or specification, please contact us via customer service email.

Eligible exchange requests may include:

Exchanging for a top-print or side-print style
Exchanging for a translucent, side-translucent, or opaque version
Exchanging for a different color or design style
Exchanging for another compatible keycap set

Exchange services are subject to product inventory, product condition, and relevant return and exchange conditions.

If the keycaps you purchased are incompatible with your keyboard, please provide the relevant product and keyboard specifications, and we will help confirm a feasible solution.

Any price difference and shipping costs incurred by the exchange will be handled based on the specific circumstances and applicable laws.

9. Exceeding the Return Period

If the product has exceeded the 30-day additional return service period after receipt, we may not be able to accept a standard return request.

However, if the product has defects for which we are liable under the law, or if the consumer still enjoys relevant rights under applicable laws, we will assist with processing in accordance with the law.

If there are any special circumstances, please feel free to contact customer service.

10. Order Cancellation and Modification

If you wish to cancel or modify your order, please contact us as soon as possible.

If the order has not yet entered the shipping process, we will do our best to assist with the request.

If the order has already been shipped, subsequent processing may be required in accordance with the refund and return policy.

Order cancellation or modification does not affect the rights enjoyed by consumers under the law.

11. Delayed Refund

If we have notified you that the refund has been completed, but you have not yet received the funds, we recommend that you first confirm:

The transaction history of your original payment account or credit card.
The refund processing status of your bank or payment service provider.
Whether the estimated arrival time provided in the notification has passed.

If you are still unable to confirm the status of the refund, please contact us via the following email:

pop0839250607@gmail.com

We will help you investigate further.

12. Policy Changes

We may update this refund and return policy from time to time.

Any changes will be published on this page, and the "Last Updated" date will be updated.

Policy adjustments do not affect the rights already acquired by consumers under the law, nor do they exclude the protections provided by applicable laws.