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)

  • Jayhale24153@alien.topBEnglish
    1·
    11 months ago

    Sorry that you’re having issues with NuPhy. I have a Halo96, but I bought it from Amazon because I knew and understood their return policy. I just reviewed NuPhys’s terms and conditions on their website, and the terms regarding return are pretty ambiguous.

    I used to process chargebacks for a major card issuer and just wanted to give some input. If you bought this with a Visa or Mastercard, you’re going to have chargeback rights, I can’t speak to PayPal because I don’t know their process.

    You have 30 days from receipt of merchandise to process a chargeback in this scenario. Firstly, the card issuer will ask if you contacted the merchant, and if so what was their response. Secondly, you have to ATTEMPT to return the merchandise (the only exceptions being nonreceipt or counterfeit).

    Now, I said attempt because sometimes merchants get clever and give a partial address or a junk address which throws people off. Don’t scrutinize or worry about the address they provide. You just have to prove you attempted to ship the item back to the address the merchant provided you, not if they got it or not. Keep your tracking number and all communications between you and the merchant because the card issuer will ask for these things.

    NuPhy will ultimately be responsible for the ambiguity of its return policy, as it will be reviewed by the issuer and Visa/Mastercard as to who is responsible for what. Since Nuphys terms don’t state anything about your refund being null if the package is open, they won’t have a leg to stand on when it comes to arguing this. The dispute process is nuanced and complicated, but ultimately you and the merchant are bound by the same terms and conditions on their website. NuPhy can’t add any new terms after the deal has been conducted.

    One edit, for any sort of customer dispute like this, the customer is responsible for any and all shipping fees.

    Best of luck!