Had a horrible experience with NuPhy. Two things:

1. They refuse to accept returns if the package is opened or the product is used. Yet their refund policy on their website mentioned that we may return the item in original condition if we are not completely satisfied with our purchase. How do we find out if we are satisfied if we don’t even open our package??
2. The first package is lost in transit. They kept me waiting for a month since the package dispatch date and after my four email chasers. Eventually this is resolved by them sending me another package through DHL. They also did not honor the $25.99 shipping cost refund eventually and gave me $10 refund (for a $170 order) instead for my troubles.

This is literally the first time I write negatively about a brand on reddit, as this is really disappointing given how much they spent on marketing and how well known they are.

(see screenshots below)

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1.1 (Refuse to refund)

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1.2 (Return policy on their website)

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2.1 (Offered shipping cost refund at the beginning)

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2.2 (After sending out the replacement, they refused to honor the shipping cost refund, and said that they would refund the shipping cost only if I waited for the original package, which had never arrived. And the \“premise\” they mentioned was not brought up in their original offer)