Last updated: August 30, 2026
Made-to-order configurations
Each VibeKeys order is prepared in the color and add-on combination selected by the customer. Because these are customized combination products, we do not accept returns or exchanges for change of mind, color preference, compatibility assumptions, or accidental selection.
Defective, damaged, or incorrect items
If your item arrives defective, damaged, or different from what you ordered, contact us within 7 days of delivery at carolinedxl@163.com. Include your order number and clear photos or video showing the issue, outer parcel, shipping label, and packaging.
After reviewing the evidence, we may offer troubleshooting, a replacement, replacement parts, or a refund as appropriate. Do not return an item before receiving written instructions from us.
Cancellations
Contact us immediately if you need to cancel. We can only cancel an order before customization, packing, or fulfillment has started.
Refund timing
Approved refunds are returned to the original payment method. Your bank or payment provider may require additional time to post the funds.
Shipping problems
For a parcel that appears lost or has stopped moving, contact us so we can investigate with the carrier. Customs delays and failed delivery caused by an incorrect or incomplete address are not product defects.