We're a small, bootstrapped, privately-owned business. No big VC bucks here, and we're not Amazon. Our keyboards are made in Taiwan, by highly skilled employees (not contractors) who are paid fairly. Each of our keyboards is made to order — we don't pull them off the shelf in a fulfillment center. This means our returns policy has to take some economic realities into account: As much as we'd like to, we simply can't afford to pay for your return shipping.
There is a 30-day return window from the time you receive the keyboard. If during this time you choose to return the board, you would ship it (tracked) at your own expense to Taiwan, where it came from. Once we get the board, we would inspect it, and refund your purchase price in full, without charging a restock fee.
Shipping an ErgoDox EZ via USPS from the US to Taiwan costs around $90. Shipping a Planck EZ costs around $70-80. This is a significant chunk of the purchase price, and you may be able to recoup a higher part of your investment by simply selling off the keyboard used, locally.
We understand this is not an ideal returns situation, and we wish we could offer Amazon-level returns where you just get a free label and forget about the product. When you work with us, you'll see the benefits of working with a small, personal, and very caring business.