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TheKeyKey Return Policy

By placing an order on this website, you indicate that you have read and agree to the following return policies and conditions listed on this page.
RMA form - All Product returns require an RMA (Return Merchandise Authorization) number. Please fill outand submit an RMA form. You will receive a response after we review your request, usually within the next business day.
  1. Products returned must be received by TheKeyKey within 30 days from your invoice date.
  2. All returns for refund are subject to a 15% restocking fee. We will waive the RMA restocking fee on items that we are able to verify as defective during our testing process.
  3. Shipping fees are not refundable.
The customer is solely responsible for sending returned products to We strongly suggestusing a reputable shipping company capable of providing proof of delivery and insurance for the entire shipment value. provides a 30-day refund or replacement warranty for all products with the following exceptions listed below:
  • Any product not purchased from
  • Any product that is no longer in brand new, unopened condition.
  • Any product that has been installed or has attempted to be installed.
  • Any product that is returned to us without its original packaging, accessories, manuals, warranty cards, and all other items enclosed in the exact condition in which it was received.
  • Any product that exhibits physical damage either to the product itself or to the original packing materials and accessories.
  • Any product with a missing or altered serial number.
  • Any product that has been submitted for a promotional rebate.
  • Any product described as "not refundable" on the product details page.
  • Any custom-built systems manufactured by TheKeyKey.
  • Any special-order items.
  • Open-box and refurbished products are final-sale only and are not eligible for refund.
  • Software can be returned in unopened condition for a full refund within 30 days of purchase. 
  • Returned software that are opened, activated, used, or missing parts will incur up to a 100% restocking fee.
  • Please verify that your products are eligible for return before requesting an RMA number. 
  • Products not eligible for return will be shipped back to you.

Returns for Repair or Replacement provides a 30-day repair or replacement warranty. Please obtain an RMA number and follow the return instructions included with your number.
All defective, dead on arrival (DOA) items will be inspected and tested by our RMA department. If the item istested to be in working condition, the RMA will be rejected and the item will be returned to you.
Some items are non-refundable and can only be exchanged for the exact same item. These items are described as "not refundable" on the product detail page.
Defective parts returned for replacement by TheKeyKey must be received within 30 days of the original invoice date. Items received by TheKeyKey after the initial 30-day period are no longer eligible for refund and will be forwarded to the original manufacturer for repair or replacement only, the choice of which will be at the discretion of the manufacturer. For repair or replacement inquiries after 30 days, please contact the manufacturer directly.
For product replacement or refund requests, please return the entire item package including all accessories. Package contents will be verified for completeness before a replacement / refund is issued.
Note that any physical damage will automatically void the product warranty and we will return any products that exhibit physical damage back to you. For example, we cannot accept CPU returns if the item is cracked, chipped, burnt, has bent pins or if the item has sustained any other type of physical damage. We highly recommend carefully reading the manufacturer's instructions before installing your product.
Please make sure that your item is actually defective and that you have ruled out other incompatibility possibilities before returning the product. When we receive the returned item, we must test it thoroughly to verify that it is actually defective because our suppliers (usually the manufacturer) will not accept returns or exchanges for working items. If we determine that the returned item is in working condition, we will ship it back to you.

Frequently Asked Questions

How do I return a product to

You must obtain a Return Merchandise Authorization ("RMA") number to return your merchandise. For refunds, we must RECEIVE the return item(s) within 30 days from the date your product left the warehouse (regardless of when you actually took delivery of the product). will not accept returns without an RMA number. Please make sure that the RMA number(s) is prominently displayed on the shipping label for your return package.

How do I obtain a Return Merchandise Authorization (RMA#) number?

Please fill out and submit an RMA request form. After receiving an RMA number, please send the return items to the address provided in the RMA number email.

Who pays for shipping an item back to

The customer pays for shipping the product back to us, and we will pay for shipping the replacement product back to the customer. We understand that it is not your fault if the product is defective, but please understand that we also have to pay the transportation costs associated with getting a replacement from our suppliers. We would not be able to offer such low prices if we had to absorb all of the shipment costs associated with a return.

Is there a restocking fee?

There is a restocking fee of 15% on all returns for refund, including all orders canceled while in transit. There is no restocking fee on RMA returns that are tested to be defective. Please note that shipping charges are not refundable.

How long does it take to process an RMA?

The RMA process usually takes 2-4 weeks from the date we receive the item.
In the case of Dead On Arrival (DOA) returns, your refund or replacement can be processed within 7-10 business days. DOA returns can only be processed as such if they are received without any physical damage (including scratches, bent pins, cracks, chips, burns, etc.) and if all of the original packaging and accessories are included. If any of the accessories or packaging is missing, it will be processed as a regular RMA and will take 2-4 weeks.

How does a refund get credited?

The refund will be credited back to the original payment method used to pay for the order. If the initial order was paid by check or money order, we will issue a check for the refund amount.

Can I exchange my RMA item for a different item?

No. We are unable to offer exchanges for different items. We can only replace an item with the exact same item if it is tested defective.

Who is responsible if the returned item is lost or damaged during shipping?

Please log into your account page and cancel one of the duplicate orders. We will make our best effort to cancel the order before it reaches our warehouse(s). If duplicate orders have been shipped, note all the tracking numbers for the orders you do not want and decline the delivery of those orders. The shipping company will automatically return the package(s) to Once we receive the package(s), you will be refunded the total amount of the returned duplicate orders minus the shipping and handling fees.

I received an e-mail that says the serial number of the RMA item returned does not match the serial number of the item sent from What does this mean?

The customer is responsible for any loss or damage to the returned item. We suggest using a reputable shipping company that offers shipment tracking and purchasing insurance for the entire shipment value.

Does cross-ship?

No. does not cross-ship.

After my RMA item was received at your facility, I received an email notifying me that the item is no longer available or is on backorder. What does this mean?

If an RMA item is on backorder or we cannot obtain a replacement item, we will contact you by email to arrange a suitable replacement or a refund.

What is your policy for preconfigured computer systems?

The estimated time it takes to process your order and custom build your computer is approximately 5-7 business days after we verify your payment. This may vary based on the payment method you choose and other factors. After we build and test your system we will ship the system to you by the shipping method you specified in your order. The shipping speed will vary depending on your shipping selection. Once the system is released for shipment, we will provide the courier's tracking number (if this is made available by the courier).

All system sales are final and non-refundable. The systems come with a 30-days parts and 1-year labor warranty. The customer is responsible for the cost of shipping item(s) back to Please use a reputable shipping company that offers shipment tracking and insurance for the entire shipment value.

Final order specifications and payment amounts, including tax and shipping charges, will be communicated following receipt of your online order. will not be responsible for typographical or other errors or omissions regarding prices or other information. Products displayed are available to US customers who take delivery in the 50 United States.

Please note that systems configured with Microsoft software products may use technological measures for copy protection. In such event, you will not be able to use the product if you do not comply with the product activation or reactivation procedures, which may be completed by Internet or telephone.

What is the return policy for special order items?

Special order items are non-refundable. They are only eligible for replacement only.

What is the return policy for Combo Deals?

Combo deals are special discounts that are applied if two or more qualifying items are purchased together. The standard return policy still applies for all combo items.

If a combo item is returned, the total combo discount that was applied to all items in the combo will be voided. The total combo discount amount will be deducted from the original price of the item at the time of purchase. This will determine the amount that is refunded.

For example, if your total combo discount is $10 off for item A ($200) and item B ($100), and you return only item B of the combo items, $10 will be deducted from item B's original price of $100. In this case, you will receive $90 back minus any restocking fees.

What is the return policy for Software?

Software can be returned in unopened condition for a full refund within 30 days of purchase. Returned software that are opened, activated, used, or missing parts will incur up to a 100% restocking fee.

I have more questions!

If you still have any questions regarding our return policy, please contact us at (510) 445-4369, Monday-Friday, 8:45AM through 5:00PM PST. Thank you for shopping with