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)
Uh yeah. And on the Nuphy Reddit page, if you post anything remotely negative about whatever you’re unhappy about, they will just downvote you. Silly. Their business is such a scam, it’s good that you’re speaking up.
I own multiple Nuphy keyboards and they both work normally over 1 year and 1 year and a half, respectively.
The quality is very good for the price - except the software which is mostly functionnal but minimalistic. I think they sell great products but they are bad in terms of logicstics it seems. I did not have any trouble with my orders but it’s not the first time I hear of people complaining about them.I don’t think they are scammers, but their logistics and policies are really not on point.
This message was written on a Nuphy Halo65
No, not angry reddit mob, you’re just being naive. What you’re saying is someone isn’t a predator because they didn’t attack you despite looking at evidence that they’ve attacked 100 other people.
Sure
I have a NupPhy Halo 96 and it’s awesome! Had no problems with shipping. The software is rotten garbage and I can’t turn off the halo light, but I really love the keyboard. Sounds like good product designers, shitty business owners.
What a scam of a company. I bought one of those boards from a retailer in Australia, opened it, hated it, returned it same day for a full refund. Trash brand.
Buy from Amazon. I’m not defending the company but obviously if you buy direct you’ll have to send it back to China which probably means the shipping is prohibitively expensive.
And what do we take from this boys n gals… ALWAYS I MEAN ALWAYS USE A CC FOR ONLINE SHOPPING!!! Play with their money not yours.
I like the keyboard but agree their customer service is atrocious. I wouldn’t recommend anyone purchase directly, but rather use a reseller like Amazon, or just avoid the brand altogether.
Thanks for the post. I’ll make sure to never buy anything from them.
Their return policy is basically saying no returns in the most non-no returns way possible to get you to buy it and mistakenly think you can return something.
I say if the product box is still intact get it shrink wrapped at a department store, go to one of the perfume counters and ask them if they can shrink wrap the keyboard box then send that bitch back looking like it’s brand new.
Are you in the EU? If yes, every country here has some form of enduser protection agency. They try to resolve it with them through normal means, assisting you. Here in germany the “verbraucherzentrale” posts online about such stuff, if it is a bigger company, they even contact public media, and if more people are effected, they sue the company, not only over the damages the specific customers had, but also e.g. false advertisment (like its here), contract breach and malpractice. Idk if such things exist in NA countries tho
This is the point of a credit card, consumer protection. Chargeback. (PayPal also works).
Oops, I just ordered keycaps from them. Fingers crossed.
i’ve learned to just get stuff on amazon whenever possible since they have a no frills return policy.
They’re violating the GPL with their so-called QMK board they haven’t released full source to as well. All in all, a shite moneygrab of a company.
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.
Oops thanks god I didn’t get it. Kinda liked it when I first saw it.
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!