Returns & Refunds Policy

In addition to any rights you may have under Australian Consumer Law, BROVOXEL offers a voluntary 30-day change-of-mind return period.

The 30-day period begins on the date your order is recorded as delivered. To use this voluntary return option, please contact us within that period before sending the product back.

Change-of-mind returns apply when there is no product fault or fulfilment error and you simply decide that you no longer want the item.

To be eligible under our voluntary change-of-mind policy, the product should be returned:

• unused and undamaged;
• in clean and resalable condition;
• with the parts and accessories originally supplied with it;
• without unauthorised modification or alteration; and
• with original packaging where reasonably possible.

For mechanical keyboards, this means the keyboard should not show signs of extended use, damage, modification or missing supplied components. Any cable, receiver, keycap or other accessory originally included with the particular model should also be returned.

For desk mats, the item should be clean, undamaged and free from stains, cuts, permanent marks, strong odours or other signs of use that would prevent resale as a new product.

We understand that customers may need to reasonably inspect an item after delivery.

Opening the shipping package to inspect the product does not, by itself, mean that a change-of-mind request will automatically be rejected. However, use or handling beyond what is reasonably necessary to inspect the product may affect eligibility under our voluntary change-of-mind policy if the product is no longer in resalable condition.

These voluntary conditions do not override rights that may apply where the product is faulty or otherwise fails to meet a statutory consumer guarantee.

Please do not send a product back without first contacting BROVOXEL. To request a return, email:

support@brovoxel.shop

Please include:

• your order number;
• the product you want to return;
• the reason for the return; and
• any relevant information about the condition of the product.

We will review the request and provide the applicable return instructions. Contacting us first helps ensure that the parcel is sent to the correct return location and can be matched to your order.

For an accepted change-of-mind return, the customer is responsible for the cost of returning the product to the return location provided by BROVOXEL.

We recommend using a tracked delivery service and keeping proof of lodgement until the return has been completed.

Original delivery charges are not automatically refundable for a voluntary change-of-mind return, except where required by law or where BROVOXEL expressly agrees otherwise.

Please package returned products appropriately to help protect them during transit.

For voluntary change-of-mind returns arranged and shipped by the customer, BROVOXEL cannot treat an item as physically received until it reaches the nominated return location.

Keeping tracking and proof of lodgement can help resolve questions if a return parcel is delayed in transit.

When a change-of-mind return arrives, we may inspect the item to confirm that the returned product corresponds with the order and satisfies the applicable voluntary return conditions.

The inspection may consider the condition of the product, supplied accessories and other components that formed part of the original package.

A return being delivered to us does not by itself mean that a voluntary change-of-mind refund has automatically been approved.

The remedy available for a product problem can depend on whether the failure is major or can be remedied within a reasonable time, as determined under applicable Australian Consumer Law.

Where a product has a major failure, the customer may have rights that include choosing between a refund and replacement, subject to the applicable law.

Where the problem is not a major failure and can be remedied, BROVOXEL may be entitled to provide an appropriate remedy within a reasonable time.

We do not use our voluntary change-of-mind conditions to remove or reduce these statutory rights.

If your order arrives damaged, contact us at support@brovoxel.shop and provide your order number and a description of the damage.

Where reasonably useful, we may ask for photographs of the product, packaging or shipping damage so that we can understand the issue and determine the appropriate next step.

Please retain relevant packaging while the issue is being assessed where it may reasonably assist with a delivery-damage enquiry.

If BROVOXEL sends a product different from the item you ordered, please contact us before returning it.

Provide your order number and details of the product received. We will review the order and provide instructions for correcting the fulfilment error.

Where a return is reasonably necessary because BROVOXEL supplied the incorrect item, the customer will not be required to bear the reasonable return cost caused by our fulfilment error.

If an item or component specifically listed as included with your product is missing from the delivered package, contact us with your order number and details of what appears to be missing.

Package contents differ between products. We will compare the report against the contents specified for the particular model ordered before determining the appropriate resolution.

If a mechanical keyboard does not operate as reasonably expected, describe the issue when contacting us. Depending on the reported problem, relevant information may include the connection method, operating system, affected keys or switches and any troubleshooting already attempted.

We may request reasonable troubleshooting information, photographs or a short video when this can help identify the problem without requiring an unnecessary return.

Troubleshooting is intended to help identify the issue. It is not used to avoid providing a remedy where one is required under applicable consumer law.

Where a product needs to be returned because of a confirmed or reasonably established fault, damage, incorrect supply or another matter for which BROVOXEL is responsible, we will provide an appropriate return arrangement and cover reasonable necessary return costs where required.

Please contact us before arranging your own return postage so that we can provide the appropriate instructions.

Nothing in this section limits any entitlement to reasonable return or transportation costs that may apply under Australian Consumer Law.

Consumer guarantees do not necessarily provide a remedy for a problem caused by misuse, accidental damage, unauthorised modification or use contrary to clear product instructions where that conduct caused the reported problem.

For example, damage caused by liquid exposure, inappropriate cleaning, physical impact or an incompatible modification may be relevant when assessing a mechanical keyboard issue.

We assess the circumstances of a reported problem rather than assuming that every fault is caused by customer use.

Mechanical keyboard enthusiasts may choose to customise their setup. However, modifications should only be performed where the relevant product supports them and in accordance with applicable instructions.

A modification does not automatically remove every consumer right. However, if an unauthorised or incompatible modification causes the reported damage or failure, that fact may affect the remedy available for that particular issue.

Before changing switches, keycaps or other components, check the specifications for your particular keyboard and our Compatibility Guide .

Reasonable product care can help prevent avoidable damage. Cleaning and maintenance methods differ between mechanical keyboards and desk mats.

Please review our Product Care Guide and any instructions supplied with the specific product.

We do not guarantee direct exchanges for voluntary change-of-mind requests because availability can change.

Where a change-of-mind return is accepted, the usual process is to complete the applicable return and refund process. A customer can then place a new order for another available product if desired.

This does not affect replacement rights that may apply to faulty or incorrectly supplied products under Australian Consumer Law.

If you need to request an order cancellation or change, contact us within 12 hours of placing the order.

We will try to accommodate the request if the order has not progressed too far through fulfilment. The 12-hour period is a request window and does not guarantee cancellation.

Once an order has been packed, processed for dispatch or handed to the carrier, cancellation may no longer be possible.

This cancellation procedure is separate from rights relating to products after delivery and does not restrict statutory consumer guarantees.

Approved refunds are generally returned to the original payment method. We do not normally issue a refund to an unrelated bank account, card or payment method simply on request.

If the original payment method cannot be used, we will determine an appropriate alternative based on the circumstances and applicable payment-provider requirements.

Where an eligible product purchased with a discount is refunded, the refund is based on the amount actually paid for the applicable item, subject to any rights or remedies required by law.

Where a promotion involved multiple products or a conditional discount, we may need to take the structure of that promotion into account when calculating a voluntary change-of-mind refund.