Return Policy

Warranty, Refund & Support Policy

15-Day No Reason Return Policy

  • We offer a 15-day no reason return policy to ensure your confidence in our products. If you are not satisfied with your purchase within 15 days of receiving the item, you may return it for a full refund.
  • Return Conditions
    • Items must be returned within 15 days of purchase. (Confirmed by shipping tracking record).
    • Items must be in undamaged condition and in their original packaging with all accessories intact.
    • Some items may not be eligible for the 7-day no reason return policy. Please check the product page or contact customer service for more information.
  • Return Process
    • Contact our customer service team at support@mambasnake.com and provide your order number before initiating a return.
    • Our customer service team will guide you through the return process and provide you with the return address.
    • Customers are responsible for the shipping costs of returning the item, as well as any applicable customs duties. Please note that not all products may incur customs duties.
    • Once we receive and inspect the returned item, we will process your refund within 7-14 business days.

30-Day Free Replacement or Refund for Any Concerns

  • Here at MAMBASNAKE, your satisfaction reigns supreme, and we want you to feel completely assured with your purchase. That's why we extend a 30-day free replacement or refund policy for any hiccups that may arise. Whether it's a glitch in manufacturing, a performance snag, or simply not living up to your expectations, we're dedicated to setting it right. If you encounter any issues within the initial 30 days of your purchase, just drop a line to our devoted customer service team at support@mambasnake.com, including your order number and a video demonstrating the problem. We'll swiftly arrange a complimentary replacement or issue a full refund. Your peace of mind is of utmost importance to us, and we're steadfast in ensuring your complete satisfaction with every At MAMBASNAKE acquisition.

1-Year Warranty Policy

  • MAMBASNAKE offers a 1-year warranty for keyboards, mouse, switch and accessories. Keycap pullers, switch pullers, free spare keycaps, cables and other accessories included in the package are not covered by the warranty. To claim for a warranty or confirm whether your product is eligible for return/warranty, please kindly contact us via support@mambasnake.com. The warranty does not extend to any product whose serial number has been defaced or altered, just as the warranty will cease if you make modifications in the software not authorized by MAMBASNAKE.
  • Defective Products
  • MAMBASNAKE warranty covers any factory defects that might affect the proper functionality of your purchase.
  • The below are not covered by the warranty:
    • Defects that are caused by misuse, abuse, installation, swapping, self-repairing and/or modifications, or maladjustment of the product, or neglect, overdriving, and similar actions.
    • Defects in consumables, or use beyond the expected lifetime of the consumable in question.

How can i claim my warranty?

  • In order to claim for warranty, you must send an email to support@mambasnake.com first and provide the following information:
    • A screenshot of your order or your order number for purchases made on our website.
    • Images and videos showing the manufacturing problem of the product complying with our warranty policy
  • Once we have confirmed that the product is defective, a replacement unit will be sent to you. We may require you to return the defective unit to MAMBASNAKE in exchange for a replacement.

How do i return the items to you?

  • If you would like to return an item, please send us an email to support@mambasnake.com. After verifying your return request, you would need to send us the tracking number for the return parcel via email again within 10 days. Your warranty may be voided if you fail to arrange the shipment and provide the tracking number of the return parcel within the stated time frame.
  • Factory Defective upon arrival
  • For factory defective items within the first 7 days upon delivery, you would need to provide a solid proof. All customers are strongly advised to take an unboxing video of their parcel and packaging. If the item is defective due to manufacturing issues instead of unguided manual modifying/disassembling, MAMBASNAKE will provide a shipping label and reship the replacement unit to you after receiving the return parcel. MAMBASNAKE will not cover the shipping cost for customers who opt for a full refund of the return parcel.
  • Factory Defective after 7 days
  • For items that are claimed to be faulty after 7 days, you would have to ship the item back to MAMBASNAKE to check for any factory defects. MAMBASNAKE will not cover the shipping cost under this circumstance.
  • For the item that is used and covered under warranty, MAMBASNAKE will only cover the repair / replacement and the second shipping (excluding any possible local tax / import / administration fees).
  • For items that are beyond the warranty period (over one year), MAMBASNAKE can provide a free repair service under the condition that customers agree to cover the two-way shipping fees.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
  • Regarding the return address, we have local warehouses in the United States, the United Kingdom, and Germany. For example, the warehouse address in the United States is: 18501 Arenth Ave, City of Industry, California, 91748-1301;
  • Please note: All returns must be pre-approved by our customer service team before shipping. Returns sent to the above address without prior contact will not be accepted and will not be processed. Kindly follow our return procedure to ensure your refund is handled smoothly. Thank you for your understanding and cooperation.
  • NOTE: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@mambasnake.com. Failure in doing so and worsening the condition of the product may limit or void your warranty.

What happens if the parcel has been shipped but not delivered?

  • First, kindly contact your local courier using the local tracking number.
  • If your parcel were to be in transit for at least 3 months, it may have been lost in transit.
    • For orders below 50USD, you may either opt for a one-time reshipment of parcel OR a full refund.
    • For orders above 50USD, we only process a 50% refund of your order.
  • If your parcel has shown delivered but you did not see it, it could be:
    • Delivered in/beside a mailbox. Please check your mailbox if you have one.
    • Received by your family members or your kind neighbors.
    • Stolen. Please consider to choose the expedited/express shipping that requires a signature on delivery to avoid such cases.
    • Should there be any concern about Standard Shipping, you are encouraged to opt for Express Shipping instead.

Customers are to bear the consequences and fees incurred, if the parcel is undelivered due to any of the following situation:

  • Wrong/insufficient address or phone number provided by recipient.
  • Recipient is unreachable when the courier company tries to contact.
  • Refusal to sign for the package by recipient.
  • Lost or damaged parcel because recipient opted for “no-signature delivery”
  • Refusal to pay for the local tax/processing fee by recipient
  • Refusal to provide supporting documents for custom clearance by recipient
  • The name in the address information filled in by the recipient is inconsistent with the name on the personal tax number, resulting in failure to pass the country's customs

Incorrect / Missing Item(s) Upon Delivery

  • Upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.
  • If your product is incorrect/missing, please follow the instructions:
  • 1.Send an email to support@mambasnake.com with an appropriate Subject Title.
  • 2.Provide your order number and state the issue clearly.
  • 3.Attach photos and videos to show that your product is incorrect/missing. Shipping details on the parcel packaging have to be clearly visible.
  • If the photos/videos provided are insufficient to prove the stated issue, we will enquire more. Once the issue has been confirmed, we will arrange for a replacement, partial refund or a full refund (where applicable). For incorrect products, MAMBASNAKE reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first.

Warranty not applicable when:

  • Damages that are caused by misuse, abuse, installation, swapping, self-repairing and/or modifications, or maladjustment of the product, or neglect, overdriving, and similar actions;
  • Products that are not purchased from https://mambasnake.com/ (That is, if you had purchased it from AliExpress, Amazon, crowd-funding campaigns, local dealers and etc., please contact the store or distributor directly);
  • Defects in consumables, or use beyond the expected lifetime of the consumable in question;
  • Users do not follow the “User Guide”, instructions, or other additional safety, use, or warnings included in the product materials;
  • Products are used commercially;
  • Unsupervised assembly use of products by children under 18 years of age;
  • Products have been modified or repaired by people not authorized by MAMBASNAKE;
  • Products become faulty due to poor weather conditions or any natural disaster;
  • If you have read through the policy and you still have more questions, please feel free to contact support@mambasnake.com.
  • MAMBASNAKE reserves all rights. Before purchasing, you need to check and confirm the policy. The policy on the page can be changed without prior notice.