Returns & Exchanges.

1. Cancelling an order

Stocked items ship from our shelf, usually within one to two business days. Anything marked made to order or pre-order is built or manufactured after you order, and the store states the wait on the product page. You are charged when you order either way.

You may cancel at any time before your order ships, for any reason or none, and receive a full refund of everything you paid, including any shipping charged. Email us and we will stop it going out. We would rather not post something you no longer want.

2. 30-day returns

Once your order arrives you have 30 days from the delivery date to return it for a refund, so long as it is unused and returned in its original packaging with all included parts.

“Unused” means what it sounds like. Fitting a board to a host, powering it up, and deciding it is not what you needed is fine and still counts as a return: you cannot evaluate hardware without plugging it in. Soldering to it, cutting traces, removing components, or reflashing the bridge is not, and those are handled under the warranty section instead if something has gone wrong.

3. How to start a return

Email hello@warpkvm.com with your order reference, which is in your confirmation email and on your receipt. Tell us briefly what went wrong or that you changed your mind. We will reply with a return authorisation and the address to send it to.

Please wait for the authorisation before posting anything. We are a small operation and an unannounced parcel with no reference is hard to match to an order, which delays your refund.

4. Refunds

Refunds go back to the original payment method through Stripe. We issue the refund within three business days of either cancelling your order or receiving the returned hardware and checking it. How long it then takes to appear on your statement is up to your bank, and is typically five to ten business days.

We do not offer store credit in place of a refund unless you ask for it.

5. Who pays return postage

• Faulty, damaged, or not what we described: we pay. We will send a prepaid label where we can, or reimburse your postage against a receipt where we cannot. Your original shipping charge is refunded too.
• Changed your mind: you pay the return postage, and we refund the price of the goods. The original outbound shipping charge is not refunded, because it was already spent getting the parcel to you.
• Cancelled before it shipped: nothing to post, and you get everything back including shipping.

Use a tracked service for returns. Until it reaches us it is still your parcel, and without tracking neither of us can prove where it went.

6. Exchanges

If a board is faulty we will replace it. Stocked items go out as soon as we have your faulty one back, or sooner if we can. Where a replacement has to be built, we will tell you the expected date when we authorise the exchange. If you would rather not wait, take the refund instead.

7. One-year limited warranty

WarpKVM hardware carries a one-year limited warranty against defects in materials or workmanship, running from the delivery date. This is the full warranty referred to in §15 of our Terms.

If a board fails in normal use within that year, we will repair it, replace it, or refund it. Which of those we do is our choice, but we will discuss it with you first. There is no charge for a warranty claim and we pay postage both ways.

The warranty covers the hardware. It does not promise that any particular host board, kernel, or software configuration will work for you: the store and documentation state plainly which hosts and modes we have measured, and anything outside that is explicitly untested rather than guaranteed.

8. What the warranty excludes

• Damage from misuse, accident, liquid, or use outside our published documentation.
• Electrical damage from incorrect voltage, reversed polarity, or hot-plugging in ways the documentation warns against.
• Electrostatic discharge damage. These are bare boards and arrive in antistatic packaging for a reason.
• Physical modification: soldering, cut traces, removed or added components, or a damaged FPC connector from forcing a cable.
• Normal cosmetic wear that does not affect function.
• Any host board, cable, power supply, or other hardware you supplied yourself, including anything the board was connected to.

If we conclude a fault is excluded, we will tell you why and send it back to you at our cost rather than quietly declining the claim.

9. Damaged or lost in transit

Tell us within 14 days of the delivery date if your parcel arrives damaged, and keep the packaging: carriers usually want to see it. If a parcel is confirmed lost by the carrier, we will replace it or refund you in full. Risk of loss stays with us until the parcel is delivered to the address you gave us.

10. Your statutory rights

Nothing in this policy limits rights you have by law, and where the law gives you more than we offer here, the law wins.

We currently ship within the United States only, so your rights under state consumer protection law apply in addition to this policy. If we open other countries later, this section will be updated to cover them before we take an order from one.

Made-to-order goods are exempt from some statutory cancellation rights in certain jurisdictions. We do not rely on that exemption: you can cancel before shipment, always.

11. Contact

Returns, warranty claims, and anything else about an order: hello@warpkvm.com.

WarpKVM is a product of Ground Plane Studio, LLC. See our Terms & Conditions and Privacy Policy.