EDGE 80 After-Sales Service Policy

Last Updated: September 15, 2026

Translation service is used, if there are any discrepancies, the Simplified Chinese version shall prevail.

1. General Provisions

Purpose & Principles

Purpose: Establish a standardized after-sales system, quickly resolve customer issues, reduce dispute risks, and enhance customer satisfaction.

Principles: Fairness, justice, transparency, and efficiency.

Scope of Application

• Applicable Product: EDGE 80 (regardless of release date).
• Eligible Users: Customers who purchased through the official website.

Contact Information

Please visit the Contact Us page for the latest contact information.

2. After-Sales Service Coverage

1. Product Repairs

• Key Issues: No response, accidental key presses, chattering, etc. Issues must meet the criteria outlined in Appendix 1: Determining Whether a Key Issue Qualifies as a Quality Problem.
• Lighting Issues: Color abnormalities, brightness inconsistencies, or effect malfunctions.

2. Returns & Exchanges

• No Power Response: No lighting, no key response.
• Appearance Defects: Must meet the requirements outlined in Appendix 2: Appearance Standards for Returns & Exchanges.

3. Missing/Damaged Component Replacements

• Missing or Damaged Accessories: USB cable, feet pads, keycaps, etc.

4. Technical Support

• Keyboard Function Guidance: Basic operations, magnetic switch functions, firmware updates, etc.

5. Complaint Handling

• Order and after-sales status inquiries.
• Logistics exception handling.

6. Value-Added Services

• All parts are eligible for paid replacements. Prices are listed in Appendix 3: Accessory Price List.
• Parts requiring disassembly must be replaced by the official service team; users are not allowed to replace them themselves.

3. Service Period & Warranty

Free Warranty Period

• 12 calendar months.

Out-of-Warranty Services

• Paid repairs and accessory replacements are available.

Exclusions from Warranty

The following conditions are not covered under free warranty:

• Human-caused damage (drops, violent use, water damage, self-disassembly, etc.).
• Force majeure events (natural disasters, etc.).
• Lack of valid proof of purchase.

4. After-Sales Service Process

1. Submitting a Service Request

As of this document's writing, our after-sales request system is not yet completed, so currently, only email applications are accepted.

Provide product name, proof of purchase (e.g., order number), detailed issue description, and related images/videos, then send them to the contact channel listed on the Contact Us page.

If the product has not yet been shipped, you can directly apply for a refund on the website without emailing. The processing time is within 2 business days.

To cancel a refund, leave a message on the website; no email is required.

2. Service Process

Product Repairs / Returns & Exchanges

• The customer provides a description of the issue, and customer service determines if the product needs to be returned for repair.
• If return is unnecessary: The customer will receive remote troubleshooting guidance.
• If return is necessary: Customers will be guided on proper packaging to avoid damage during transit.
• Shipping Costs: For quality-related issues, shipping is covered by us (Customer ships via SF Express collect → We return via SF Express).
• Before returning, customers must provide clear six-angle photos or videos to prove that the product’s appearance was intact before shipment, avoiding unnecessary disputes.

Technical Support / Complaint Handling

• Remote assistance (QQ Remote Desktop, Tencent Meeting, KOOK, ToDesk, etc.).
• Immediate tracking and resolution of after-sales status anomalies.

Replacement of Missing/Damaged Accessories

• Once confirmed, replacements will be shipped within 48 hours to ensure a one-time resolution.

5. Service Standards

1. Response Time

• Within 24 hours, customers will receive a response.
• Complaints / Technical Support: Solutions provided within 24 hours.
• Missing/Damaged Part Replacements: Shipped within 48 hours upon confirmation.
• Repairs / Returns & Exchanges: Processed and returned within 7 days after receiving the product.

Note: In case of holidays or special circumstances, the response time may be extended.

2. Service Quality

• Technical Support / Complaints: Patient explanations and one-time problem resolution.
• Repairs / Replacements: Accurate problem diagnosis, complete resolution, preventing recurrence.

6. Special Cases Handling

7-Day No-Reason Return

• Within 7 days of delivery, provided that the product remains resellable.
• Return shipping cost is borne by the customer.

Complaint & Dispute Resolution

• If an issue cannot be resolved through this after-sales system, an appeal can be submitted via email ([email protected]). Please include the necessary details and your appeal request.
• If there is a disagreement on whether an issue qualifies as a quality problem, a third-party inspection can be commissioned (the final responsible party bears the cost).

Appendix 1: Determining Whether a Key Issue Qualifies as a Quality Problem

The keyboard's extreme settings exceed the limits of currently available switches (as of March 10, 2025), so issues arising under extreme settings are not considered quality problems.

For example, if the rapid trigger reset distance is set to 0.005mm (extreme setting), and the switch disconnects when wobbled at the bottom-out point.

The keyboard can only detect magnetic force strength and infer the actuation distance. Wobbling causes the magnet's angle inside the switch to shift, altering the magnetic force, and the keyboard cannot differentiate whether this change is due to wobbling.

If slightly increasing the reset distance (e.g., to about 0.01mm) eliminates the issue, it is likely a normal phenomenon rather than a quality defect.

Our product provides sufficient information for you to diagnose key issues yourself. You can refer to Key Issue Diagnosis for further assessment.

Appendix 2: Appearance Quality Standards

• All six sides (top, bottom, left, right, front, back) of the case: No cutting marks, no irremovable stains, no dents.
• Defect Control:
  • Single defect size ≤ 1mm × 1mm.
  • Scratch length ≤ 3mm.
• Internal Case Parts (not visible during normal use and not affecting functionality) are not subject to quality control.

Appendix 3: Accessory Price List

Notes:

• All accessories except switches include free shipping (switches ship free if 10 or more are ordered).
• Disassembly services must be performed by the official team; self-replacement is not supported.