Customer Service Policy

Customer Service Policy - RobertKeyboards

At RobertKeyboards, we are as committed to supporting your tech journey as we are to curating premium peripherals. This Customer Service Policy outlines our core principles, support channels, and guidelines—designed to match the same precision, quality, and care that define our Keyboards, Keycaps, Switches, Gaming Mice, Controllers, Cables, and accessories. We strive to make every interaction seamless and helpful, ensuring you feel valued as you build, upgrade, and enjoy your ideal setup.

1. Contact & Support Channels

Our customer service team is here to assist with all inquiries related to your RobertKeyboards purchases—from product guidance for mechanical keyboards, keycap sets, and switches, to order tracking, troubleshooting, and feedback. You can reach us through our dedicated channel, where we prioritize prompt, expert responses tailored to外设 enthusiasts:
  • Email Support: Send your detailed inquiry to service@gfavora.com. We commit to responding within 24-48 business hours (excluding weekends and public holidays). For faster resolution, please include your order number (if applicable), a clear description of your request, and photos/videos (when addressing product functionality, damage, or fit issues)—such as switch performance, keycap alignment, gaming mouse responsiveness, or cable connectivity problems.

2. Order Processing & Tracking

Once you place an order for our peripherals—whether it’s a mechanical keyboard, custom keycap set, gaming mouse, or accessory—you will receive an order confirmation email within 1-2 hours to acknowledge receipt. All standard orders are processed and shipped within our stated timeline, with priority given to ensuring your items arrive safely and promptly, ready to enhance your setup.
A shipping confirmation email with a tracking number will be sent once your order is dispatched, allowing you to monitor its delivery progress in real time. If you do not receive confirmation emails (order or shipping) within the expected timeframe, please contact our support team with your full name, email address, and order date for verification and assistance.

3. Returns & Exchanges

We want you to love your RobertKeyboards peripherals as much as we do—tools that deliver precision, performance, and style. If a product doesn’t meet your expectations, we offer a flexible return/exchange policy tailored to the unique needs of keyboard and gaming accessories:
  • Items must be in their original, unused condition with all tags, packaging, and accessories intact, and no signs of wear, installation, or modification. For delicate items (e.g., custom keycaps, mechanical switches, precision gaming mice), special care must be taken to avoid scratches, damage to connectors, or bending of pins—returns with such damage will not be accepted.
  • To initiate a return/exchange, email service@gfavora.com with your order number, reason for the request, and clear photos of the item (especially for fit, functionality, or quality concerns). We will provide a Return Authorization (RA) number and detailed shipping instructions within 2 business days.
  • Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped, incorrect keycap set, defective switch, or manufacturing flaw). In such cases, we will reimburse the return shipping fee or provide a prepaid label.
  • Upon receiving and inspecting the returned item (usually within 5-7 business days), we will process your refund (to the original payment method) or ship the exchanged item (e.g., different keyboard switch type, alternative keycap style, or gaming mouse size) within 3-5 business days. Inspections focus on preserving the integrity of precision components and ensuring products meet our quality standards.
Note: Customized or made-to-order items (e.g., personalized keycaps, custom-built keyboards, or modified cables) are non-returnable unless defective, as they are crafted to your specific requests.

4. Product Information & Guidance

Each RobertKeyboards product comes with detailed descriptions, compatibility guides, and usage instructions to help you make informed choices. Our team is also happy to provide personalized guidance—whether you need help selecting the right switches for your typing/gaming style, choosing keycaps that fit your keyboard layout, confirming compatibility between controllers and devices, or understanding cable specifications (e.g., USB-C, mechanical keyboard cable length).

5. Product Quality & Defects

Every RobertKeyboards peripheral undergoes strict quality checks—from the precision of keyboard switches and keycap fit, to the responsiveness of gaming mice, durability of controllers, and connectivity of cables—to ensure it meets our high standards of performance and longevity. If you receive an item with a manufacturing defect (e.g., faulty switch, cracked keycap, unresponsive mouse button, defective cable connector, or controller malfunctions) or damage during shipping, please contact us within 7 days of delivery.
Provide your order number and clear photos/videos of the defect, and we will arrange a free return/exchange or full refund (including shipping costs) at your discretion. For minor defects that don’t affect performance (e.g., tiny cosmetic blemish on a keycap), we may offer a partial refund or quick troubleshooting advice.

6. Privacy & Data Protection

Any personal information you share (e.g., name, contact details, payment information) is protected in accordance with our Privacy Policy. We only use your data to process orders, provide customer service, and keep you updated on your purchases—we never share your information with third parties without your explicit consent.

7. Feedback & Suggestions

Your feedback helps us grow and refine our products and services. Whether you have a suggestion for a new keycap design, feedback on the performance of a keyboard switch, comments on your shopping experience, or ideas for new accessories, please share them via service@gfavora.com. We value every insight and use it to enhance the RobertKeyboards experience for you and our entire community of外设 enthusiasts.
At RobertKeyboards, we’re honored to be part of your tech journey. We’re committed to serving you with the same precision and reliability that our peripherals bring to your setup. If you have further questions about this policy, please don’t hesitate to reach out.
— The RobertKeyboards Team