Policies and expectations

At FSR, we take great pride in offering limited-run mechanical keyboard kits and CNC-machined desk accessories that embody refined design, precision workmanship, and an unwavering attention to detail. Each item undergoes a thorough internal quality control process to ensure it meets the exacting standards expected by the enthusiast community.

We kindly ask all customers to read and understand the following terms, which outline our quality standards, return policy, and how we handle imperfections, faults, and customer support.

 

Bespoke product policy and returns

All products sold through FSR are either bespoke, made to order, or produced in strictly limited quantities. In accordance with the Consumer Contracts Regulations 2013, such custom or personalised goods are exempt from standard consumer return rights.

Accordingly, FSR does not accept returns under any circumstances, save for instances where an item is received in a materially faulty or damaged condition. Returns shall not be accepted for reasons including, but not limited to, change of mind, incorrect item selection, preferences relating to colour or layout, or minor cosmetic imperfections that fall within the acceptable tolerances associated with low-volume manufacturing. For further information on what constitutes an acceptable standard, please refer to the quality control standards section. Compatibility issues with third-party components shall not constitute valid grounds for return.

Group buy items are produced to order on the basis of the specifications selected by each customer, such as colour, finish, and optional components. In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, goods that are made to the consumer’s specifications or clearly personalised are exempt from statutory cancellation rights. For this reason, group buy items are strictly non-cancellable and non-refundable once an order has been placed, save where goods are found to be faulty or not as described under the Consumer Rights Act 2015.

In respect of all other orders, where a cancellation is requested prior to dispatch, any refund that may be granted shall be at the sole discretion of FSR. In such circumstances, a cancellation fee equal to ten per cent (10%) of the order value shall be deducted from the refundable amount. This charge represents non-recoverable payment processing fees together with administrative costs incurred at the point of sale.

 

Quality control standards

Each product is subjected to a thorough visual inspection prior to dispatch. This process ensures that all exterior-facing surfaces, defined as those visible during normal use, are free from scratches, dents, finish inconsistencies, or other visual defects in the material. Any product that fails to meet this standard of exterior presentation will not be dispatched.

Products specified as having a machined finish will, by nature, exhibit tooling marks, fine swirl patterns, and other visual characteristics inherent to the fabrication process. A machined finish is a deliberate and accepted surface option, offered on select products by FSR for its functional and industrial aesthetic.

Trays that have undergone anodising may display small hook marks, typically located within foot cut-outs or other suspension points. These marks are an unavoidable consequence of the anodising process, during which mechanical supports are necessary for the surface treatment.

Minor tonal variations in anodisation may also be present between parts within the same production batch, owing to the inherent nature of the process. Nevertheless, FSR collaborates exclusively with highly regarded manufacturing partners, recognised for their technical expertise and adherence to industry standards. Every reasonable effort is made to minimise visual inconsistencies and to deliver a high-quality, well-finished product within the natural constraints of boutique-scale production.

By contrast, interior surfaces and non-visible areas, those concealed once the keyboard has been fully assembled with keycaps, may exhibit visible machining marks, raw or unfinished material, or minor irregularities typical of CNC manufacturing. These areas include, but are not limited to, mounting points, internal cavities and base plates. In the case of polished components, surfaces not visible during use are intentionally left raw.

Where raw, uncoated or otherwise untreated materials are employed, it should be noted that such surfaces are subject to natural and ongoing changes over time. These may include, but are not limited to, oxidation: a chemical reaction typically resulting from exposure to oxygen or moisture, and the consequent development of a patina. Patina refers to the visible surface transformation that may occur, often characterised by changes in colour, sheen or texture. These phenomena are entirely expected when working with exposed or minimally treated materials, and may also arise through regular handling, environmental conditions and the passage of time. They are not regarded as defects, but rather as intrinsic features of the material’s natural ageing process. Indeed, the formation of patina is frequently appreciated for the character and individuality it imparts to each piece. Accordingly, products incorporating such materials are offered with the understanding that visible evolution of the surface may occur.

 

Photographic documentation process

Every unit is photographed during its quality control inspection to record its condition at the time of packing. These photographs document both the interior and exterior aspects of the product. Once packed within its protective delivery box, further photographs are taken of the complete parcel to record the shipping state. These records are retained by FSR and may be used to resolve any future claims or disputes.

 

Fault reporting and remedies

If your item arrives in a faulty or damaged condition, you must reply to your original order confirmation email within seven calendar days of receiving the item. Please include a description of the issue and provide clear photographic evidence showing the affected area(s) and the product packaging. Following review and verification of your claim, an appropriate remedy will be offered. This may include a full or partial refund, or a replacement item, subject to availability. Where a fault is confirmed and a return is required, FSR will cover any applicable return postage costs for customers within the United Kingdom.

For international customers, please note that due to the complexity and cost of cross-border returns, FSR may not be able to accept the return of the product even in the case of a verified fault. In such instances, the customer may be asked to dispose of the product themselves, and a suitable remedy, such as a refund or partial compensation, may be offered at FSR’s discretion, subject to assessment of the situation.

 

Printed circuit board (PCB) testing requirements

Customers are expected to take reasonable care when testing and assembling electronic components.

All printed circuit boards (PCBs) are tested at the factory prior to shipment to minimise the likelihood of issues arising once they reach the customer. However, each PCB must also be tested by the customer prior to the installation of any switches, stabilisers, or soldering. Testing must be performed using appropriate tweezers or contact probes designed specifically for PCB testing, in order to simulate keystrokes safely and without causing damage. This includes confirming full key response, USB recognition, and correct electrical function.

Failure to carry out this testing before assembly will void any right to claim for a faulty unit. Any functional failure or damage reported after components have been installed will be presumed to result from user error or mishandling and will not be eligible for return, replacement, or refund.

 

Exchange policy

Due to the bespoke nature of our products and the limited quantities produced, we do not offer exchanges under any circumstances. We respectfully urge all customers to carefully review product specifications and details prior to placing an order.

 

Contact and support

For general enquiries not related to an order, please use the contact form located under the support section in the main menu of our website. If your query relates to an existing order, we kindly ask that you reply directly to your original order confirmation email. This enables us to locate your details promptly and respond as efficiently as possible.

We are genuinely grateful for your support of small-scale, bespoke production. By placing an order with FSR, you confirm that you have read and understood our quality standards and terms of service.