Refunds & Returns
Our Approach
At Pantheonkeys, we do our best to ensure every order arrives exactly as expected. As many of our products are limited, custom, or made to order, we’ve outlined the policy below to keep things clear and fair for everyone.
By placing an order with us, you agree to the terms of this policy.
Final Sale Items
Unless otherwise stated, all purchases are final.
We are unable to offer refunds for change of mind, preference, compatibility issues, or user error. We strongly recommend reviewing product details carefully and reaching out to us if you have any questions before purchasing.
If Something Isn’t Right
Please check your order as soon as it arrives.
If your item is defective, damaged in transit, or incorrect, contact us at hello@pantheonkeys.com within 7 days of delivery, along with clear photos or videos of the issue.
Once reviewed and approved, we will work with you to provide an appropriate resolution, which may include:
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A replacement of the same item
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Store credit
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A refund to the original payment method
All claims are subject to verification, and items must be unused and in original condition.
Returns
Returns must be approved before being sent back.
Approved returns should be:
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In unused condition
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Returned with original packaging and accessories
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Shipped within the timeframe provided
Return shipping is generally the responsibility of the customer. If we provide a return label, the shipping cost may be deducted from any approved refund.
Refunds are processed only after the item has been received and inspected.
Group Buys & Pre Orders
Group buy and pre order items are made or allocated specifically for each order.
For this reason, all group buy and pre order purchases are non refundable and non cancellable once the sales window has closed.
Estimated fulfilment timelines are provided in good faith but may be subject to delays due to manufacturing or logistics. Such delays do not qualify for refunds or cancellations.
Order Cancellations
Cancellation requests are subject to approval and may incur processing fees:
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4 percent for Singapore orders
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4.5 percent for international orders
Orders that have already been processed or shipped cannot be cancelled.
Customs Duties & Delivery Issues
Import duties, taxes, and customs fees are determined by your local customs authority and are not included in the item price unless explicitly stated.
If a shipment is delayed, returned, or disposed of due to unpaid customs charges, refusal of delivery, or lack of response to courier notifications, the order will be considered fulfilled and is not eligible for a refund or replacement.
Replacements & Warranty
If a replacement is provided, it is offered as a resolution for the reported issue and does not reset or extend the original warranty period.
In some cases, we may request the original item to be returned for inspection. Failure to return the original item when requested may result in additional charges.
Order Review & Fraud Prevention
To protect our customers and business, we reserve the right to review or cancel orders in cases of suspected fraud, abuse, or misuse of our services. Any approved refunds in such cases will be processed after deducting applicable fees.
Disputes & Support
If you experience any issues with your order, we encourage you to contact us directly so we can assist you promptly.
Unresolved disputes or chargebacks initiated without prior communication may result in restrictions on future purchases.
Need Help?
If you have any questions or concerns, feel free to reach out to us at:
hello@pantheonkeys.com
We’re always happy to help.