Cancellation eligibility

• If your order has not been processed or shipped, you may request a cancellation within 24 hours after placing the order.
• Orders usually enter processing within 2 business days after purchase.
• During weekends and promotional periods, processing may be delayed to 3–5 business days due to higher order volume.
• As long as your request is within the allowed cancellation window and the order has not entered processing or shipping, we can cancel it.
• Once the order is in processing or has been shipped, we are no longer able to accept cancellation requests.

Important service hours notice

Please note that our support team may have limited availability on non-working days and weekends.

We recommend placing orders carefully, because urgent changes during these periods may not be handled in time.

How to request a cancellation/change

If you need to cancel or modify an order urgently, please contact us as soon as possible via:

• Email: hello@dunevoyager.com
• Website live chat

We will do our best to assist, provided the order is still eligible for changes.

Return conditions

• The item must be returned within 15 days (counted from the delivery date shown in tracking records).
• The item must be in good condition, with the original packaging, and with all accessories included.
• Some products may be excluded from the 15-day no-reason return policy. Please check the product page or contact support for confirmation.

Return process

1. Email our support team at hello@dunevoyager.com and provide your order number before initiating a return.
2. Our team will guide you through the steps and provide the correct return address.
3. The customer is responsible for return shipping costs and any applicable duties/taxes (except for quality-related issues). Please note that not all items incur duties; this depends on your destination and local customs rules.

After we receive and inspect the returned item(s), we will process your refund within 7–14 business days.

How to request an exchange

If you experience any issue within 30 days from purchase, please email hello@dunevoyager.com and include:

• Your order number
• A clear video demonstrating the problem

Once confirmed, we will promptly arrange a free replacement.

Items not covered by warranty

The following items are not covered:

• Keycap pullers, switch pullers
• Free spare keycaps
• Cables and other small accessories included inside the package

Warranty validity

• If the product serial number is altered, defaced, or damaged, the warranty will be void.
• If you modify software without DuneVoyager authorization, warranty coverage will be void.

What the warranty covers

The warranty covers manufacturing defects that affect the normal function of the product.

What the warranty does not cover

• Damage caused by misuse, abuse, incorrect installation, replacement, self-repair, unauthorized modification, improper adjustments, negligence, excessive force, or similar behavior
• Consumable wear and tear, or consumables used beyond their expected service life

Required information

• If you purchased on our website: an order screenshot or your order number
• Clear photos and/or videos showing the manufacturing issue that qualifies under our warranty policy

After verification

Once we confirm a defect, we will ship a replacement product.

In some cases, we may ask you to return the defective product to DuneVoyager for further inspection, so we can improve future product generations.

Return shipment timeline

After we approve your return request, you must send us the return parcel tracking number within 10 days by replying via email.

If you do not ship the return or fail to provide the tracking number within the required time, your warranty/return request may become invalid.

Out-of-warranty service

For items beyond the warranty period (more than two years), DuneVoyager may offer free repair service, provided the customer agrees to cover round-trip shipping costs.

Who pays return shipping?

• If the return is due to the customer’s reason, the customer pays return shipping. The cost depends on the courier selected.
• If the issue is caused by us (received damaged or incorrect item), the customer does not need to pay return shipping.

Return address information

• We have a local warehouse in Saudi Arabia.
• For international express returns, parcels must be returned to Shenzhen, China.

Pre-approval required

All returns must be approved by our support team in advance.

Returns sent directly without prior contact and approval will not be accepted or processed.

Please follow our return procedure to ensure your refund is handled smoothly. Thank you for your cooperation.

Process may vary

Warranty and return steps may vary depending on the product and the issue. Please contact hello@dunevoyager.com immediately once a problem occurs. Delayed contact may cause the product condition to worsen and could limit or void warranty coverage.

If approved

• Your refund will be processed within 5–10 business days.
• The amount will be returned automatically to your original payment method.

The actual posting time depends on your bank, credit card issuer, or payment provider. Some financial institutions require additional processing time beyond our control.

If you have not received the refund

If you still have not received the refund within 10 business days after approval:

• Please contact your bank or payment provider first.
• If you still need help, contact our support team and we will assist you.

Possible in-transit loss

If the parcel has not moved for at least 3 months, it may be considered lost in transit.

• For orders below USD 50: you may choose one-time reshipment or a full refund.
• For orders above USD 50: we refund 50% of the order amount only.

Before signing for the parcel

Please confirm the parcel contents and check the package condition before signing.

We strongly recommend recording an unboxing video when opening the parcel and using the product.

How to report an issue

1. Send an email to hello@dunevoyager.com with an appropriate subject line.
2. Provide your order number and clearly explain the issue.
3. Attach photos and videos proving the issue. The shipping label must be clearly visible.

If the photos/videos are not sufficient to verify the claim, we may conduct further investigation. Once confirmed, we will arrange an exchange, partial refund, or full refund (if applicable). For incorrect shipments, DuneVoyager reserves the final decision on whether the mistakenly shipped item needs to be returned.