Return & Refund Policy

AGKey Return Policy

At AGKey, your satisfaction matters. We hope every ergonomic chair, gaming desk, or standing desk fits perfectly into your space — but if something isn’t quite right, we’re here to make returns simple and transparent.

General Information for All Returns

All returned items must be fully disassembled and repackaged in their original packaging.
Items returned that are not in “like-new” condition may incur a 10% restocking fee to cover repair or replacement costs. This fee will be deducted from your refund.
Customers are responsible for shipping the products to the return address we provide along with your RMA (Return Merchandise Authorization) number.
All returned items will be inspected before refunds are issued.
Refunds are processed within the next business day after inspection. Your bank or card provider may require 4–6 business days to complete the transaction.
We recommend using a trackable and insured shipping service. AGKey is not responsible for returns lost or damaged in transit — customers must file the claim with the courier.
Orders purchased through third-party platforms (e.g., Amazon, eBay) follow the policies of those platforms and are not eligible for AGKey’s return policy.

Damage on Arrival, Cosmetic Compensation & Return Assessment

Cosmetic damage on arrival, including minor dents, scratches, paint chips, loose threads, seam issues, or local module damage, must be reported within 3 days of delivery and will be assessed under the Cosmetic Damage on Arrival Compensation Standard in our Warranty Policy. These issues do not automatically qualify for a full refund, full product replacement, or complete re-dispatch. This standard does not apply to normal wear and tear or damage caused after delivery.

Scenario	Assessment Standard	Refund / Compensation Rule
Cosmetic damage on arrival reported within 3 days	Handled under the Cosmetic Damage on Arrival Compensation Standard in the Warranty Policy.	Partial compensation may be provided according to the applicable percentage. This does not automatically qualify for a full refund, full product replacement, or complete re-dispatch.
Desk cosmetic damage	Assessed by the length, number, location, and type of dents, scratches, paint chips, edge banding damage, or frame damage.	Compensation is based on the Warranty Policy standard, generally ranging from 3% to 15% of the affected product's actual paid price.
Chair cosmetic or local module damage	Assessed by affected module, such as headrest, backrest, seat cushion, armrest, footrest, base, casters, or decorative cover.	One affected module: 5%. Two affected modules: 10%. Three or more affected modules are generally capped at 10%, unless another remedy is approved after review.
Minor loose threads	No seam opening, no fraying, and no impact on stitching strength.	No compensation. Customer may carefully trim the loose thread.
Open seam, fraying, or stitching separation	If there is no safety or functional impact, the issue is assessed under the affected chair module.	5% for the affected module; multiple affected modules are generally capped at 10%.
Normal wear and tear or damage caused after delivery	Includes cosmetic marks caused by use, assembly, moving, cleaning, misuse, improper handling, or damage reported outside the 3-day arrival claim period without clear arrival-damage evidence.	Not handled under the damage on arrival compensation standard.
Functional fault or structural safety issue	Issues involving lifting, motor, control box, gas lift, recline, tilt, load-bearing, structural cracking, or safety risk.	Not handled under the cosmetic compensation standard. The claim will be reviewed for repair, part replacement, product replacement, refund, or another appropriate remedy.

Evidence Required for Cosmetic Damage Claims

Evidence	Requirement
Order information	Order number, purchase date, delivery date, and product model.
Damage photos	Clear close-up photos, including a ruler or reference object showing the size of the damage.
Overall photos	Photos taken from normal use distance showing where the damage is located on the product.
Packaging photos	If transit damage is claimed, photos of the outer carton, inner packaging, and protective materials are required.
Functional video	If a functional issue is reported, a video may be required. Functional issues are not handled under the cosmetic compensation standard.

Damage on arrival claims must be submitted within 3 days of delivery. Claims submitted after this period may be treated as wear and tear, customer-caused damage, or damage caused after delivery unless clear evidence shows otherwise.

Nothing in this policy excludes, restricts, or modifies any rights or remedies a customer may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified.

30-Day Risk-Free Return Policy

You may return any eligible item within 30 days of receiving it.

No return shipping fee will be charged if the item qualifies under our 30-day risk-free policy.
The 30-day return policy applies only to orders delivered within Australia.
This policy allows returns for up to three (3) items per order.
If you plan to order more than three desks or chairs, we recommend purchasing one unit as a sample first.
Please contact us at info@agkeydesk.com for assistance.
Certain items are excluded. Please refer to “What’s Not Returnable / Refundable?” below.

Returns After 30 Days of Receipt

If more than 30 days have passed, you may still return your item using one of the following options:

Option A

The full cost of return shipping will be deducted from your refund.
A 10% restocking fee applies to all opened products.

Option B

No return shipping fee.
A 15% restocking fee applies to all opened products.

Orders Paid Through Installment Providers (e.g., Affirm/Afterpay/Klarna)

Refunds will be processed through the original installment provider once your return is confirmed.
Any financing charges or interest from the provider are non-refundable.

What’s Not Returnable / Refundable?

The following items cannot be returned or refunded:

Bulk orders of more than three items. (We suggest ordering a single sample unit first.)
Made-to-order or customised products.
Premium or expedited shipping fees paid by the customer.
Clearance, open-box, or re-sale items with original packaging.
Any paid installation services. (AGKey does not offer disassembly services.)
Shipping fees for the original order.
Change-of-mind returns where the item is scratched, dented, stained, missing parts, damaged during assembly or use, modified, or not returned in resaleable condition. AGKey may refuse the return or deduct reasonable cleaning, repair, refurbishment, part replacement, or repackaging costs from the refund to the extent permitted by law.

Order Cancellations

If you wish to cancel your order, please contact us at info@agkeydesk.com within 1 hour of placing the order.

If the product has not yet shipped, we will issue a full refund.
If more than one hour has passed, the order may already be processed for dispatch and cannot be canceled. It will need to go through the RMA return process after delivery.
If delivery is refused, AGKey will deduct the shipping cost from your refund.