Refund Policy

1. Return Eligibility

To be eligible for a return, items must meet the following conditions:

• Return request initiated within 14 days of delivery
• Item is unused, unopened, and in original packaging
• All accessories, manuals, and documentation are included
• Product packaging is undamaged and resaleable
• Original purchase receipt or order number is provided

2. Non-Returnable Items

The following items cannot be returned:

• Opened software or digital products
• Custom-configured or special-order items
• Items marked as "final sale" or "non-returnable"
• Products without original packaging or missing components
• Items damaged due to misuse or improper installation
• ISP service activation fees (non-refundable)

3. Restocking Fee

3.1 Standard Returns (30% Fee)

A 30% restocking fee will be deducted from your refund for all standard returns, including:

• Change of mind purchases
• Ordered wrong product
• Found a better price elsewhere
• No longer needed

3.2 Exceptions (No Restocking Fee)

The restocking fee is waived for:

• Defective products (manufacturer defect)
• Wrong item shipped by KeywordTech
• Damaged in transit (must be reported within 48 hours)
• Product does not match description on our website

Note: Proof of defect or error may be required (photos, videos, or inspection by our technicians).

4. Return Process

Step 1: Request Return Authorization

Contact our customer service team to request a Return Merchandise Authorization (RMA) number:

Provide your order number, item details, and reason for return. We will review your request and issue an RMA number within 1-2 business days.

Step 2: Package the Item

• Place the item in its original packaging with all accessories
• Include a copy of your invoice or packing slip
• Write the RMA number clearly on the outside of the box
• Use adequate padding to prevent damage during shipping

Step 3: Ship the Item

Ship the item to our returns address using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error or a defective product.

Step 4: Inspection and Refund

• We will inspect the returned item within 3-5 business days of receipt
• If approved, your refund (minus any restocking fee) will be processed
• Refunds are issued to the original payment method within 7-10 business days
• You will receive an email confirmation when your refund is processed

5. Exchanges

We do not offer direct exchanges. To exchange an item:

1. Return the original item following our return process
2. Place a new order for the desired item
3. Once your return is approved, your refund will be processed

Note: The 30% restocking fee still applies to exchanges unless the return is due to our error or a defective product.

6. Damaged or Defective Items

6.1 Damaged in Transit

• Inspect your package upon delivery
• Report any visible damage within 48 hours
• Provide photos of the damaged packaging and product
• We will arrange for a replacement or full refund at no cost to you

6.2 Manufacturing Defects

If you receive a defective product:

• Contact us within 30 days of receipt
• Describe the defect and provide photos/videos if possible
• We may request troubleshooting steps or technical inspection
• Confirmed defects will be replaced or refunded at no charge

7. ISP Service Cancellations

7.1 Cooling-Off Period

You may cancel your ISP service contract within 5 business days of activation without penalty, provided:

• No data usage has occurred
• Equipment is returned undamaged
• Installation fees may be non-refundable

7.2 Post-Activation Cancellation

• 30 days written notice required
• Prorated refunds not available for monthly subscriptions
• Early termination fees may apply for contract terms
• Equipment must be returned or purchased at market value

8. Refund Timeline

9. Warranty vs. Refund Policy

Our refund policy is separate from manufacturer warranties. After the 14-day return period:

• Defective products are covered by manufacturer warranty
• Warranty claims should be directed to the manufacturer
• We can assist with warranty claim facilitation
• Warranty periods vary by product and manufacturer

10. Contact Us

For questions about returns or refunds: