Return Policy

This policy applies only to orders purchased directly through the MCHOSE official website (mchose.store). For purchases made through authorized dealers, please contact the respective support team for after-sales issues.

Returns and refunds depend on the product's warranty. If our staff determines that a return is appropriate (e.g., receiving the wrong product or unresolved issues), we will assist in providing the return process and address. We do not accept random returns without prior notice. If you return items without notice, we will not offer any refunds.

Return Policy

  • Return requests must be made within 7 days of receiving the product (based on tracking records).
  • The returned product must be unused, in its original packaging, and include all accessories and documents. The packaging should have an intact plastic seal. Before opening the package, please verify that the product label matches the version you purchased. If the plastic seal is broken, the product will be considered used.
  • Returns due to personal reasons (e.g., preferences such as acoustics, aesthetics, or typing feel) are not eligible for a refund.
  • A receipt or proof of purchase is required to complete the return.
  • Photos/videos demonstrating the product's condition must be provided when requesting a return.
  • Some products may not be subject to the 7-day return policy. Please check the product page or contact customer service for details.

1-Year Warranty Policy

  • MCHOSE offers a 1-year warranty for keyboards, mice, and headphones.
  • Items such as keycap pullers, switch pullers, free spare keycaps, cables, and other accessories are not covered by the warranty.
  • To request warranty service or confirm product eligibility, contact support@mchose.store.
  • The warranty does not cover products with altered or damaged serial numbers.
  • Unauthorized software modifications will void the warranty.
  • Factory defects that affect product functionality are covered under the warranty.

The following are not covered by the warranty:

  • Non-compliance with usage instructions (e.g., improper operation, maintenance, or storage).
  • Damage due to human factors (e.g., improper voltage, liquid or dust intrusion, firmware upgrades, impacts).
  • Unauthorized modifications (e.g., disassembly, private repairs, missing parts/accessories without MCHOSE’s permission).
  • Consumables and free gifts (e.g., footpads, anti-slip pads).

Eligible Return and Exchange Cases

  • Incorrect product or shipping damage: The product must remain unopened, unused, and in complete packaging.
  • If you receive an incorrect or damaged product, provide an unboxing video and proof of damage.
  • If the returned product shows damage or usage signs, a partial refund or return refusal may apply.

 Items and Cases Not Eligible for Return

  • Change of mind.
  • Return requests made after the 7-day period.
  • Customized or promotional products.
  • Opened products or those missing packaging/accessories.
  • Returns due to personal reasons (e.g., preferences such as acoustics, aesthetics, or typing feel).
  • Delivery time issues (e.g., delays, expected vs. actual delivery dates).
  • Shipping failures due to incorrect address, refused packages, customs issues, or failure to sign for the package.

Return Process

Contact support@mchose.store with:

  • Order number
  • Issue description
  • Evidence (e.g., unboxing video)
  1. Ensure to capture an unboxing video to verify the product’s condition.
  2. Once approved, we will provide the return address. The product must be returned within 7 days with a valid tracking number.
  3. Refunds will be processed within 7-14 working days upon receipt of the returned package.
  4. If the product is used or missing accessories, a partial refund may be issued.
  5. If the product is damaged, lost, or destroyed during return shipping, no refund or replacement will be provided. We will assist with the claims process.

Incorrect / Missing Item(S) Upon Delivery

  1. Upon receiving your package, verify its contents and ensure the package is intact before signing for it. We strongly recommend recording an unboxing video.
  2. If your product is incorrect or missing, follow these steps:
    • Email support@mchose.store, provide your order number and a clear issue description.
    • Attach photos/videos proving the incorrect or missing item. Ensure shipping details on the package are visible.
  3. If the provided evidence is insufficient, additional information may be requested.
  4. Once confirmed, we will arrange for a replacement, partial refund, or full refund (if applicable).
  5. For incorrect items, MCHOSE reserves the right to determine whether a return is required before issuing a replacement or refund.

Shipping Issues

  • All orders receive a shipping notification via email. Please check order and tracking status promptly.
  • If all shipping information is correct, contact the shipping company (e.g., UPS, FedEx, DHL, USPS, Yunexpress) for shipping issues.
  • Once the carrier declares the package as “delivered,” we are no longer responsible.

The following situations may result in failed delivery, and the customer will bear the related costs:

  • Incorrect or incomplete address/phone number provided.
  • Carrier unable to contact the recipient.
  • Recipient refuses to sign for the package.
  • Recipient selects "no signature required" delivery, leading to loss or damage.
  • Recipient refuses to pay local taxes/fees or provide customs documents.
  • Customs clearance failure due to mismatched recipient name and tax number.

Lost or Stolen After Delivery

  • If the package is lost or stolen after delivery, the buyer assumes responsibility. No refund or reshipment will be provided.
  • We will assist with support and claims with the shipping company.

Carrier Error

If the package is proof of loss to carrier error (e.g., “Proof of Loss”), provide a claim document from the carrier. We will assist with processing and sending a replacement.

Return to Sender

  • If the package is marked as “returned to sender,” contact us to arrange reshipment.
  • Reshipment may take 15-30 days for carrier confirmation, and the customer will bear reshipping costs.

Refund Policy

  • If a product has a non-human quality issue that cannot be resolved via support, MCHOSE will provide a partial refund or replacement based on usage time.
  • Refunds will be credited to the original payment method within 7 working days.

For more details, contact us at support@mchose.store.

Thank you for your support of MCHOSE!