Had a horrible experience with NuPhy. Two things:
- 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??
- 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)
1.2 (Return policy on their website)
2.1 (Offered shipping cost refund at the beginning)
My experience wasn’t ideal either. Ordered the Halo 96 and the shine through key caps set. The key caps were a set for a smaller layout so my numpad doesn’t have the shine through. Went through with emailing their support and it took like a week of back and forth for them to get them to send me the keycaps I was missing. Then when those key caps got delivered they sent the keycaps I already had… I just gave up at that point. My numpad is still not shine through while the rest of the keys are. I love the board itself but yeah not ideal on a support front.