Refund policy

Tech Toppers — Refund & Cancellation Policy
Last updated: 21 September 2026
This policy explains when you can cancel, when you can return, and how refunds work. It forms part of your contract with us, and it replaces the previous Returns and Refunds Policy.
Nothing in this policy reduces your rights under the Consumer Rights Act 2015. Where anything here appears to conflict with those rights, your rights prevail.

1. The two-minute version

 

Stock items — switches, cables, artisan keycaps, keyboard kits, accessories: you have 14 days to cancel for any reason.
Personalised items — anything printed with your design, your text, your logo or your chosen colours: no cancellation right, because we cannot resell them. This is set by law.
Faulty or not as described — whatever you bought, personalised or not: 30 days to reject for a full refund, and longer-term rights after that.
We do not offer a goodwill returns policy on personalised items. We do honour every legal right you have.

2. Your 14-day cancellation right (stock items)

2.1 If you are a consumer in the UK or the EU, you can cancel a distance contract within 14 days of receiving the goods, for any reason, without giving a reason.
2.2 How to cancel. Email contact@techtoppers.co.uk or use the contact page, with your order number and a clear statement that you are cancelling. You can use the model cancellation form in the Terms of Service, but you do not have to.
2.3 Send the goods back within 14 days of telling us you are cancelling. Please keep proof of postage.
2.4 We refund the price you paid plus the standard delivery cost, within 14 days of your cancellation, or of receiving the goods back, whichever is later.
2.5 You pay the cost of returning the goods, unless they are faulty or we sent the wrong item.
2.6 We may reduce your refund if the goods have been handled more than necessary to inspect them. Opening the packaging to look at the item is fine. Using it, fitting it, or damaging it is not.
2.7 If we did not give you the cancellation information the law requires, your cancellation period is extended by up to 12 months.

3. Personalised and made-to-order items — no cancellation right

3.1 The law removes the 14-day cancellation right for goods made to your specification or clearly personalised. The reason is straightforward: an item printed with your design cannot be resold to anyone else.
3.2 This applies to anything you create or customise in the Tech Toppers editor — keycaps, keycap sets, keyboards and mouse mats printed with your own design, text, name, logo, or colours you have chosen.
3.3 This does not apply to stock items. Switches, cables, artisan keycaps, keyboard kits, accessories and anything else we hold as stock keep the full 14-day cancellation right in section 2.
3.4 Where a product is genuinely borderline — printed to order, but only from options we offer as standard — we treat it as stock and honour the 14-day right rather than argue the point.
3.4 Because we cannot resell personalised items, we do not accept returns of them for a change of mind, and we do not offer exchanges.
3.5 This is not a way of avoiding responsibility. If a personalised item is faulty, damaged or does not match the design you approved, section 4 applies in full.

4. Faulty, damaged or misdescribed goods

4.1 Goods must be of satisfactory quality, fit for purpose and as described. That is your legal right and we do not exclude it, for personalised and stock items alike.
4.2 Within 30 days of delivery — you have the short-term right to reject. You can reject the goods and get a full refund, and you do not have to accept a repair or replacement instead.
4.3 After 30 days — you are entitled to a repair or replacement. If that is impossible or fails, you are entitled to a price reduction, and in some cases to a final right to reject and get a refund.
4.4 Time limits — in England and Wales you have up to six years to bring a claim about faulty goods; in Scotland, five years. This is a time limit, not a guarantee period.
4.5 How to claim. Email contact@techtoppers.co.uk with:
your order number;
a description of the problem;
photographs showing it clearly.
There is no seven-day deadline for this. The deadlines that apply are the statutory ones above.
4.6 We will assess your claim and tell you the outcome. If we need the item back, we will tell you how to return it, and we pay return postage where the item is faulty or we made the mistake.
4.7 Where a claim is valid we will repair, replace or refund. We will not insist you accept a credit note instead of a refund where the law gives you the right to one.
4.8 Where the goods are a personalised item that does not match the design you approved, that is a fault. We will reprint or refund.
4.9 Colour variation is assessed under the Colour Accuracy & Printing policy. Variation outside what our published standard promises is a fault; variation inside it is not.

5. Refunds: how and when

5.1 We refund to the original payment method.
5.2 We process refunds within 14 days of agreeing them, or of receiving the returned goods, whichever is later. Refunds usually appear on your statement within a further 3 to 5 working days, depending on your bank.
5.3 We refund the price you paid plus the standard delivery cost for cancellations under section 2. For faulty goods we also refund the return postage.
5.4 If your refund has not arrived after that, contact us at contact@techtoppers.co.uk before contacting your bank, and we will chase it.

6. What we do not refund

6.1 Personalised items, for a change of mind (section 3).
6.2 Colour variation within what our published standard promises (section 4.9).
6.3 Goods damaged after delivery, or through misuse, accident, modification or normal wear.
6.4 Items returned without our agreement, or returned damaged because they were packed inadequately.
6.5 Orders cancelled under the Trade & Corporate Terms, which are governed by section 9 of those terms.

7. Business customers

If you bought for business purposes, the Trade & Corporate Terms apply and the consumer rights in this policy do not. That includes the 14-day cancellation right and the 30-day short-term right to reject.
8. If something is not clear
Email contact@techtoppers.co.uk. We would rather sort a problem out directly than have you guess what your rights are. If we get it wrong, you can also contact Citizens Advice or Trading Standards.