Refund policy
We want you to have a smooth experience with your purchase from Akkogear.eu. If you need to cancel an order, return a product, or request a refund, please contact us before sending anything back.
Contact: support.eu@akkogear.com
1. Return Period
New Products
New products are eligible for our 30-Day Return Policy from the date of delivery. This provides additional time beyond the standard EU 14-day withdrawal period.
Refurbished Products
Refurbished products are subject to the applicable statutory return rights and include a 1-Year Parts Warranty covering eligible manufacturing and material defects under normal use.
Mystery Box
Mystery Box products are subject to the applicable statutory return rights.
Due to the randomized nature of Mystery Box contents, returns based solely on personal preference are not accepted under our 30-day commercial return policy.
If a Mystery Box product is defective or damaged, please contact us with your order number and photos or video where possible.
2. Return Conditions
For eligible returns, products should be returned in their original condition with the original packaging and included accessories.
This may include:
- Original packaging
- Manuals
- Keycaps
- Cables
- Wireless receiver
- Spare parts
- Other included accessories
Normal traces of use resulting from reasonable inspection will not result in a deduction.
If packaging, accessories, or other included items are missing, substantially damaged, or replaced, a deduction of up to 15% may apply depending on the condition of the returned product.
Products that have been modified, damaged, or used beyond reasonable inspection may also be subject to a deduction.
3. Return Shipping
For returns due to change of mind, the customer is responsible for the return shipping cost and the risk of the return shipment until it reaches our warehouse.
For eligible returns caused by a defective, damaged, incorrect, or significantly different product, Akkogear.eu will cover the reasonable return shipping cost.
Please contact us before returning any product so that we can provide the correct return instructions and return address.
4. Damaged, Defective, or Incorrect Products
If your product arrives damaged, defective, incomplete, or different from what you ordered, please contact:
Please provide your order number and photos or a short video showing the issue where possible.
Depending on the situation, we may provide:
- Troubleshooting assistance
- Replacement parts
- A replacement product
- A return and refund
For some issues, a replacement part may be sufficient and a full product return may not be necessary.
5. Order Cancellation
You may request cancellation within 24 hours of placing your order, provided that the order has not already been shipped.
After an order has entered the fulfilment or shipping process, cancellation cannot be guaranteed.
Once an order has been shipped, it can no longer be cancelled through our order processing system. You may return the product after delivery according to the applicable return rights.
6. Refund Without Return
In some cases, Akkogear.eu may provide a refund without requiring the product to be returned.
This may depend on the product, the issue, the return shipping cost, or other circumstances.
If our support team confirms that a return is not required, you do not need to send the product back.
7. Refused Packages & Incorrect Addresses
If a package is refused, not collected, or returned because of an incorrect or incomplete shipping address, the refund will be processed after the package has been received by our warehouse.
Reasonable costs resulting from the return shipment may be deducted from the applicable refund, where permitted.
If you need to change your shipping address, please contact us as soon as possible. We cannot guarantee changes once an order has entered the fulfilment or shipping process.
8. Refunds
Approved refunds are normally issued to the original payment method.
For eligible EU withdrawals, we may process the refund after the returned goods have been received or appropriate evidence of the return has been provided, as applicable.
The time required for the refund to appear in your account depends on your bank or payment provider.
9. EU Consumer Rights
EU consumers purchasing eligible products online generally have a 14-day right of withdrawal from the date of delivery.
For eligible new products, Akkogear.eu provides an extended 30-day return period.
The applicable statutory consumer rights remain unaffected.
10. Customer Communication
For return, refund, or after-sales requests, we may need additional information, photos, videos, or confirmation before processing your request.
If we do not receive the requested information after reasonable follow-up, the request may be placed on hold until we hear back from you.
11. Warranty
New products include a 2-Year Parts Warranty covering eligible manufacturing and material defects under normal use.
Mystery Box products also include a 2-Year Parts Warranty covering eligible manufacturing and material defects under normal use.
Refurbished products include a 1-Year Parts Warranty covering eligible manufacturing and material defects under normal use.
Warranty coverage does not normally include accidental damage, liquid damage, unauthorized modifications, improper use, or normal wear and tear.
Our commercial warranty does not limit any statutory consumer rights.
For more information, please refer to our Warranty Terms.
EU Legal Guarantee Notice: Please see our EU Legal Guarantee Notice for information about your statutory consumer rights.
12. Contact Us
For returns, refunds, cancellations, or order-related questions:
Email: support.eu@akkogear.com
Akkogear.eu Customer Support