Refund & Return Policy

Last Updated: September 10, 2026

This Refund & Return Policy applies only to orders placed directly through oktcgc.com. If you purchased a product from another retailer, distributor, or third-party marketplace, please contact the seller from whom you purchased the product for assistance.

We want our customers to have a clear understanding of our return and refund procedures. Please review the following policy carefully before placing an order.

1. Order Cancellations

In-Stock Products

If you need to modify or cancel an order for an in-stock product, please contact us as soon as possible, preferably within 12 hours after placing your order.

Orders may only be modified or canceled before they have been shipped.

Once an order has been shipped or has left our warehouse, we can no longer guarantee that the order can be canceled or modified.

Group Buy and Pre-Order Products

Orders for group-buy products may be canceled before the applicable group-buy period ends, unless otherwise stated on the product page.

Once a group buy has ended and production or procurement has begun, cancellations generally cannot be accepted unless the project is canceled by us.

Because group-buy and pre-order products may be produced or ordered based on customer demand and limited production quantities, different cancellation conditions may apply. Any product-specific conditions displayed on the product page will also apply.

2. Returns and Exchanges

All returns must be authorized by OKTCG before the product is returned.

Please contact our customer support team at support@oktcgc.com before sending any product back to us.

If your return request is approved, we will provide you with return instructions and the appropriate return address.

Please do not return products without prior authorization. Unauthorized returns may not be eligible for a refund, and we cannot guarantee reimbursement for any shipping or other costs associated with an unauthorized return.

Eligibility for a return or exchange depends on the product, its condition, the reason for the return, and any product-specific terms disclosed at the time of purchase.

3. Customized and Made-to-Order Products

Customized keyboard kits and other customized or made-to-order products are prepared or produced according to individual customer requirements.

Unless the product is defective, damaged, incorrect, or otherwise required by applicable law, customized and made-to-order products are generally not eligible for returns or exchanges due to a change of mind.

If you experience a problem with a customized product, please contact us and we will review the situation individually.

4. Incorrect, Defective, or Damaged Products

If you receive an incorrect, defective, or damaged product, please contact us as soon as reasonably possible at:

support@oktcgc.com

Please include your:

• Order number
• Name and email address used for the order
• Description of the problem
• Clear photographs or video showing the issue, where applicable

We will review your request and provide appropriate instructions.

If a return is required, the product should generally be returned in the condition in which it was received, together with its original packaging, accessories, manuals, and other included items where reasonably possible.

Products that have been damaged, modified, misused, or returned in a materially different condition from when they were received may be subject to a reduced refund or may not qualify for a refund, except where otherwise required by applicable law.

For keyboard kits or other products supplied with protective factory seals or films, please avoid removing those seals or films until you have confirmed that you received the correct product and that there is no visible issue.

5. Proof of Purchase

To process a return, exchange, or refund request, we may require proof of purchase, such as your OKTCG order number, order confirmation, or receipt.

6. Incorrect Shipping Information and Refused Packages

Customers are responsible for providing accurate and complete shipping and contact information when placing an order.

If a package cannot be delivered because of an incorrect or incomplete address provided by the customer, refusal to accept delivery, or failure to complete required import/customs procedures, additional shipping, return, customs, or handling costs may apply.

Where permitted by applicable law, these costs may be deducted from any refund due.

Please monitor the tracking information provided with your order and contact us promptly if you notice a delivery problem.

7. Lost, Stolen, or Missing Packages

If tracking information indicates that a package is still in transit or has been lost by the shipping carrier, please contact us so that we can assist with an investigation.

If the carrier officially confirms that a shipment has been lost or returned to sender, we will review the circumstances and provide an appropriate resolution, which may include replacement or refund where applicable.

If tracking information shows that a package has been successfully delivered to the address provided with the order but the package cannot be located, please first check with household members, neighbors, building management, and the shipping carrier.

We will make reasonable efforts to assist you with carrier documentation or a claim where possible. However, responsibility for packages that are lost or stolen after confirmed delivery will be evaluated based on the circumstances of the shipment and applicable law.

8. Refunds

Once an approved return is received, we will inspect the returned product.

If the refund is approved, we will normally process it within 7 business days after receiving and inspecting the returned item.

Refunds will generally be issued to the original payment method used for the purchase.

After we issue the refund, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account. We do not control these external processing times.

Original shipping charges and return shipping charges may be non-refundable unless the return is caused by an incorrect, defective, or damaged product supplied by us, or where otherwise required by applicable law.

9. Return Shipping Costs

If a return is required because we sent an incorrect product or because an eligible product arrived defective or damaged, we will provide instructions regarding the return shipping arrangements.

For other approved returns, the customer may be responsible for return shipping costs.

Please do not ship a return until you have contacted us and received return authorization and instructions.

10. Warranty

Certain products may also be covered by a separate manufacturer’s or seller’s warranty.

Warranty coverage is separate from this Refund & Return Policy. If a product is covered by an applicable warranty, the warranty terms may provide additional remedies for defects or product failures.

Where applicable, warranty information will be provided on the relevant product page or through our customer support team.

11. Exceptions and Legal Rights

Certain products or circumstances may be subject to additional return restrictions, including customized products, made-to-order products, group-buy products, clearance items, or products sold under specific promotional conditions.

Any applicable restrictions will be disclosed where appropriate.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded or restricted under applicable consumer protection laws.

12. Contact Us

If you have any questions about a return, refund, exchange, damaged product, incorrect order, or delivery issue, please contact us before returning the product.

OKTCG Customer Support
Email: support@oktcgc.com
Website: oktcgc.com

Please include your order number when contacting us so that we can assist you more efficiently.