Refund policy

Last Updated: 05/08/2025
At Thorix, we forge every product with precision and care. This policy ensures a fair, transparent, and premium service for our customers.

1. Order Cancellation

You may cancel any order before it ships for a full refund.
If you wish to modify your order instead of cancelling, contact us so we can edit your existing order and avoid unnecessary processing fees.

  • First cancellation: We cover all payment processor fees.

  • Second cancellation onwards: A 10% cancellation fee applies.

  • Orders over €1000: Always subject to a 10% cancellation fee.

  • Pre-orders: Must be cancelled at least 5 days before the pre-order period ends.

2. Unsatisfactory Products

We encourage customers to read our [Guide Page] before customizing a keyboard to ensure their choice is exactly what they want.

In genuine cases of dissatisfaction:

  • We may first offer an alternative product valued up to €50 to resolve the issue.

  • If the supplementary product exceeds €50, we will work with you to find a suitable solution at the discretion of our support officer.

  • Returns for unsatisfactory products must be requested within 5 days of receipt.

  • All returns require original condition and components.

  • All approval or denial decisions are final.

Return shipping costs are the customer’s responsibility.

3. Defective Products

Refunds or replacements will only be considered if:

  • The product has manufacturer defects or component-level damage not caused by the carrier.

  • The defect is reported within 3 days of receipt.

  • Clear photographs or videos are provided.

Not Covered:

  • Customer mishandling, modification, or improper use.

  • Improper assembly/disassembly.

  • Wear, tear, or cosmetic damage post-delivery.

4. Delivery Damage

Our packaging is engineered to minimise delivery damage.
If your order arrives damaged in transit:

  • Notify us within 2 days of receipt.

  • Provide clear photos of the packaging and the product.

  • We will open a carrier damage case — processing may take longer due to their investigation.

5. Inspection & Approval

All returns must be inspected by Thorix before a refund or replacement is issued.

  • Return shipping is the customer’s responsibility unless otherwise agreed.

  • Delivery and return shipping costs are non-refundable.

  • Refunds are only processed after inspection confirms eligibility.

6. Warranty

Thorix products come with a minimum 2-year warranty covering defects in materials or workmanship during normal use.
Does not cover:

  • Improper use, modification, or installation.

  • Cosmetic wear and tear.

Warranty claims require proof of purchase unless ordered directly from Thorix.
Where possible, warranty issues will be resolved through repair or replacement. Refunds are considered only in exceptional circumstances.

7. Refund Processing

  • Approved refunds are issued within 7 business days of inspection.

  • This timeframe is Thorix’s processing period; bank handling times may extend the date funds appear in your account.

  • If irreversible damage is found during inspection, a repair or depreciation fee may be deducted.

Thorix Support:
📧 support@thorix.shop