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