Return & Refund Policy

AGKey Return & Refund Policy

At AGKey, we stand behind the quality of every desk, chair and accessory we sell. Returns and refunds are provided for products with quality or functional faults, transit damage, or incorrect items, in line with the Australian Consumer Law. We do not offer risk-free trials or accept change-of-mind returns.

What Can Be Returned or Refunded

Major or functional faults: issues involving lifting, motor, control box, gas lift, recline, tilt, load-bearing, structural cracking, or safety risks. After assessment, we will arrange repair, part replacement, product replacement, or refund as appropriate under the Australian Consumer Law.
Transit damage / damage on arrival: must be reported within 3 days of delivery with the evidence described below.
Wrong item or missing parts: we will send the correct item or missing parts at no cost, or arrange a return and full refund.

What Cannot Be Returned or Refunded

Change-of-mind purchases, including where a customer no longer wants the product, finds it unsuitable for their space, selected the wrong size or colour, or requests a return where no fault, transit damage, or incorrect item is established.
Concerns based solely on normal monitor or desktop movement where, after assessment, the desk is correctly assembled, stable, safe, and functioning as intended.
Normal wear and tear, or damage caused after delivery by use, assembly, moving, cleaning, misuse, or improper handling.
Made-to-order or customised products, unless faulty.
Clearance, open-box, or re-sale items, unless faulty.
Orders purchased through third-party platforms, such as Amazon or eBay, must be submitted through the relevant platform first, subject to any rights that cannot be excluded under applicable law.

Please confirm the product model, size and colour carefully before ordering. If you are unsure whether a product suits your space, contact us at info@agkeydesk.com before purchase.

Non-Quality Return Requests (Change of Mind)

AGKey is not required to accept returns where a product has no confirmed fault, transit damage, or incorrect item. If AGKey agrees in writing to accept a non-quality return as a goodwill exception, the following conditions apply:

The return request must be made within 30 calendar days of delivery.
The product must be complete, clean, undamaged, free from signs of use, fully disassembled, and returned with all original parts, manuals, accessories, and packaging where reasonably possible.
The customer must arrange and pay for return freight, transit insurance, and any costs caused by inadequate packaging or damage in transit.
Any delivery fee paid on the original order is non-refundable. If delivery was offered free of charge, no original delivery fee will be added to or deducted from the refund.
Before issuing an RMA, AGKey will confirm the return address and return method in writing. Do not send an item back without written approval and an RMA number.

For an approved non-quality return, the customer must use a tracked and insured delivery service, clearly quote the RMA number, and provide the tracking number to AGKey. The customer is responsible for the item until it is received by AGKey. A refund, less any non-refundable original delivery fee, will be issued only after the returned item is received and inspected. Unauthorised returns may be refused or returned at the customer's expense.

Damage on Arrival & Cosmetic Compensation

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. Partial compensation may be provided according to the applicable percentage, generally 3%–15% of the affected product's actual paid price for desks and 5%–10% by affected module for chairs.

Functional faults and structural safety issues are not handled under the cosmetic compensation standard and will be reviewed for repair, part replacement, product replacement, refund, or another appropriate remedy.

Evidence Required for Claims

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.
Packaging photos: if transit damage is claimed, photos of the outer carton, inner packaging, and protective materials.
Functional video: if a functional issue is reported, a video may be required.

Transit damage and cosmetic-damage claims submitted after the 3-day period may be treated as wear and tear, customer-caused damage, or damage caused after delivery unless clear evidence shows otherwise.

Desk Stability & Functional Fault Assessments

Minor movement of a monitor or desktop does not by itself establish a product fault. To assess a desk stability claim, AGKey may require photos or one continuous video showing the complete desk, including the frame connections, both legs, adjustable feet, and the floor surface.

Customers may also be asked to confirm that the desk is on a level, stable floor; all screws and fasteners have been tightened in accordance with the assembly instructions; and the adjustable feet have been checked. We may offer troubleshooting or replacement parts where appropriate before approving a return.

A return for a stability or functional claim will be approved only after assessment confirms a fault, transit damage, or an incorrect item. This assessment process does not limit any rights or remedies available under the Australian Consumer Law.

Return Process

Contact us at info@agkeydesk.com or +61 433 987 680 with your order number and evidence of the fault or damage.
We may assess the claim and request additional information, troubleshooting, photos, or video before determining the appropriate remedy.
Once a return is approved, we will issue an RMA (Return Merchandise Authorization) number and the return address. Do not return an item before receiving an RMA.
Approved returned items must be fully disassembled and repackaged in their original packaging where possible.
For confirmed faults, transit damage, or our error, AGKey covers the reasonable return shipping cost.
All returned items are 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.

Orders Paid Through Installment Providers (e.g., Shop Pay, Afterpay)

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.

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 the order has already shipped, it cannot be cancelled. Refused deliveries will have the shipping cost deducted from any refund.

Gaming Peripherals (ATK Keyboards & Mice)

The principles above apply equally to ATK gaming peripherals sold by AGKey, with the following clarifications:

Faulty, dead-on-arrival, transit-damaged or incorrectly shipped peripherals are eligible for repair, replacement or refund under this policy and the Australian Consumer Law. In these cases AGKey covers the reasonable return shipping cost, and replacement units are brand new.
Change of mind: as with our other products, change-of-mind returns are not offered as of right. Any goodwill exception follows the Non-Quality Return conditions above, including the 30-day window, unused condition, complete original packaging and customer-paid return freight.
Software and settings issues (for example ATK HUB configuration or polling-rate setup) are not by themselves a product fault. Contact our support team first and we will help you troubleshoot; if a hardware fault is confirmed, the remedies above apply.
Consumables and included accessories (keycaps, mouse feet, grip tape, cables) are assessed for manufacturing defects rather than normal wear.
Pre-order peripherals follow the same Order Cancellations rules above. Estimated dispatch timeframes shown on product pages are estimates only and may change with stock arrival dates.

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. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Last updated: 20 July 2026.