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Store Policies (Returns, Cancellations, Etc.)

Need to cancel or change an order?

Please review the bottom of this page and contact support@kono.store. Note that we generally can't edit or cancel orders for in-stock items.

Our Policies

Our original return and cancellation policy was not well-formed, so we often worked around it in a case-by-case manner. This hurt our ability to offer amazing products from vendors and artisans around the world (most of our competitors don’t offer returns for group buy products from other vendors at all). We reworked the policy, with greater detail and industry-standard fee structures, so that our small team can offer better service — it will free up man-hours and allow us to pick up more extras for those who miss our group buys (or prefer to order when items are in stock), to name a few positive outcomes. Please contact support@kono.store with any concerns.

Product Returns (Preference / Changed Mind / Misc.)

Kono provides a 30 day return window from the date of order delivery (based on tracking information) if certain conditions are met. View conditions and fee structures below. In addition, note that customers outside the USA must contact support@kono.store to begin a return.

Orders outside the 30 day return window (from delivery, based on tracking information) are not eligible for a return and refund. Only warranty repairs, exchanges, and store credits will be considered once the return window closes (unless extenuating circumstances exist).

To be eligible for a return and exchange or refund, your item must show absolutely no signs of use (effectively the same condition it was received in). It must also be in its original packaging with all included accessories properly organized in their original packaging (or an approved equivalent). Your item will be inspected upon arrival for compliance.

Refunds

All returns for a refund in this category (Preference / Changed Mind / Misc.) will incur a 20% restocking fee (includes cancellation / refund fee), which will be deducted from your refund. If your returned item is not in compliance, additional fees will be implemented at our discretion.

Exchanges

All returns for an exchange in this category will incur a 10% restocking fee. Exchanges may not be available at all times due to stock levels. The restocking fee, return shipping cost, and shipping for your new item will be charged in a new invoice-based order. If your returned item is not in compliance, additional fees will be implemented at our discretion. Your replacement item will be shipped in a separate order once the invoice is paid.

Shipping is non-refundable. You are responsible for all shipping costs. If you request a refund or exchange, the cost of return shipping will be deducted from your refund during processing or billed in a separate order. Our return label system offers excellent rates in the USA — finding a cheaper option is unlikely.

If you are returning an item in the USA, please use our self-guided system: https://kono.store/a/returns

Note that our return system may automatically allow you to generate a label outside of the 30-day return window. The system is set up in this manner to expedite legitimate returns. This does not invalidate our policies. If you return an item outside of the return window, we will follow up with appropriate options.

Please contact support@kono.store to process your return if you are located outside the USA.

Warranty / Defect-Based Returns

The one (1) year limited manufacturer’s warranty we offer for most keyboards covers defects in material and / or workmanship in normal use conditions within the warranty period. Additional help may be available for DOA (dead / defective on arrival) products or those that become defective within the 30 day return window.

We require descriptions and photographic or video evidence for all warranty / defective item claims. Please send those descriptions and pictures / videos to support@kono.store — otherwise your return may incur fees.

International customers must contact support@kono.store to initiate a return.

Orders outside the 30 day return window (from delivery, based on tracking information) are not eligible for a return and refund. Only warranty repairs, exchanges, and store credits will be considered once the return window closes (unless extenuating circumstances exist). We reserve the right to send refurbished items as replacements for defective items within the warranty period.

During the warranty period, the company (Kono Store Corporation) will repair or replace / exchange (at the company’s discretion) products or parts of the product that are shown to be defective due to improper workmanship or materials, under normal use and maintenance. The warranty period is one (1) year from delivery of the product by Kono Store Corporation to the customer (based on tracking information).

Shipping will not be refunded or reimbursed for warranty returns / repairs / exchanges outside of the 30 day return window in the USA. You will be responsible for all shipping costs if a return occurs (see alternatives below). If extenuating circumstances exist, and you receive a refund authorization, return shipping costs will be deducted from your refund during processing.

If your item is DOA or defective within the 30 day return window, and we approve a repair or exchange inside the USA, we will cover all shipping costs. If we approve a refund for a defective item within the 30 day return window, we will cover return shipping for USA-based customers — the original shipping cost is non-refundable.

Shipping will be free for parts dispatched to your location for DIY warranty repairs within the warranty period — we encourage right-to-repair and DIY activities.

If you are returning an item in the USA, please use our self-guided system: https://kono.store/a/returns

Note that our return system may automatically allow you to generate a label outside of the 30-day return window. The system is set up in this manner to expedite legitimate returns. This does not invalidate our policies. If you return an item outside of the return window, we will follow up with appropriate options.

Please contact support@kono.store to process your return if you are located outside the USA.

Information for International (Non-USA) Customers

Replacement parts for warranty issues will be sent to you for free, as we support right-to-repair and DIY, but please keep the following in mind when making a purchase:

All international shipping costs are non-refundable, and no shipping costs or import-related costs will be reimbursed if an item must be returned / additional items must be sent (even if your item is DOA / requires warranty repairs). VAT / tax / duty refunds are typically available if you return a product; please refer to your local laws for the appropriate paperwork.

Group Buy / Pre-Order Cancellations

Refunds are available before we place a purchase order for your group buy / pre-order item. Note that cancellation fees will apply.

We will not accept cancellations after funds are transferred. All group buy participants will be notified via our Weekly Update (https://kono.store/pages/weekly-update) when the purchase order is placed — it typically occurs 1-2 weeks after the group buy closes.

Chargebacks / PayPal disputes may result in account deactivation — if you’re in a serious financial situation, please contact support@kono.store to work something out with our team.

Cancellation and Refund Fees

All unfulfilled orders will be subject to a 4% cancellation / refund fee if a cancellation is approved. This is because certain payment providers no longer provide a refund for the percentage-based portion of their processing fee when a refund is issued (as of May), and it is instead billed to us. We can provide store credit instead upon request.

Charging a cancellation fee helps us avoid increasing prices for GB / pre-order items — that liability would otherwise be passed on to our supporters.

Effective Date & Other Questions

This policy applies to all orders on, and after, 03/21/2019. The updated cancellation / refund fee policy applies to all orders placed on or after 05/07/2019.

Please contact support@kono.store with questions.