Help & Policies

Orders

I have recieved my order but there is an issue.

If you receive an item that is faulty or damaged, please accept our sincere apologies. Please contact us immediately and we will look to resolve the issue with a replacement or refund as soon as we can. Please contact us within 7 days from the date of delivery or collection with the following information:

Your Order Number (shown in your order history or order confirmation email)
The item(s) and issues you would like to share with us
Any images or videos of the item(s) to help us understand and serve you better

We'll be in touch on the next steps to take. Do note that any item to be returned or exchanged as a result of any defects or issues must be in its original purchase condition with it's original packaging and contents. We reserve the right to issue store credit in the form of a Gift Card or a cash refund to you if any item(s) for exchange is unavailable or out of stock.

Can I personalise my keyboard?

We provide engraving services to add an extra level of personalisation for your keyboard. This service is at a flat fee of SGD$15 per image.

Do send in an email to hello@rfgaming.co with an image of what you'd like engraved onto your keyboard and our specialists will advise from there.

How long do personalised orders take?

Personalised engraving orders will take 7 working days to complete, so do send in your request for custom engraving 14-days before you need it.

Can I cancel, return, or exchange personalised items?

Personalised board(s) cannot be returned or exchanged unless the board(s) was received faulty or damaged. Orders with personalised board(s) cannot be cancelled once they have been confirmed.

Is my purchase eligible for tax refund?

Unfortunately, purchases made at our store is not eligible for tax refund.

Product Support

Can you guys help with a product bought from third-party platforms?

Yes, we'll be able to help you out! Do note that depending on the severity of the issue, extra charges may be incurred. Feel free to contact our retail team via Whatsapp or Instagram about any questions you may have.

Unfortunately, we are unable to process any exchanges or refunds with orders that are not placed through reformdlab.co or at our physical retail store.

Some keys on my keyboard aren't working.

This issue can happen for a few reasons, most commonly due to improperly seated switches or switches that were damaged during installation.

Bent switch pins

Use the switch and keycap puller included in your packaging to remove the affected keycap and switch. Inspect the switch, if one or both of the copper pins are bent, gently straighten them using a pair of pliers. Once aligned, reinstall the switch and test the key again.

If the issue persists, we recommend bringing your keyboard down to our store for a more accurate diagnosis by our specialists.

Delivery & Collection

Where are you able to ship to?

We are only currently able to ship within Singapore. You can find our shipping rates and estimated duration here.

Am I able to change my delivery address?

Please drop us a call on Whatsapp as soon as possible before we dispatch your order.

Do note that shipping delays may occur for delivery address amendments, and if your order has been picked up by the courier before we can relay your request, you may need to incur additional charges on the delivery of your order.

How can I track my order?

We'll drop a text to the number you provided with a tracking link from our courier once we arrange it for pick up by the courier.

What happens if I missed the delivery?

Orders will generally be returned to us after 2 delivery attempts, if the courier is unable to contact you to attempt delivery or if it has been undelivered after a reasonable period of time after it has been sent out, whichever is earlier. We’d be happy to arrange for the redelivery of your order, subject to the payment of additional redelivery fees and return charges.

I ordered a product apart from a groupbuy item, when will it ship?

The product excluded from the group buy will be shipped to you first. provided that we have ready stock for the item. If you would prefer for everything to be shipped together at once, please send us an email at hello@rfgaming.co or drop us a text on Whatsapp to let us know your requests.

Returns & Exchange

Can I return my order?

Items purchased at our online store may be returned within 7 days from the date of delivery for a refund. Do take note that refunds will take 5-7 working days to reflect on your bank statement. To start a return for an online purchase by mail / courier, you can contact us at hello@rfgaming.co and provide us with your order number or proof of purchase. Our team will contact you within 5 business days with instructions on how and where to send your return package. Items sent back to us without sending a request first may not be accepted.

You can also come down to our physical store at 8 Grange Rd, Cineleisure #02-18 to 23A, Singapore 239695, to return your order. Please ensure that all items originally included in your shipment are returned to us. We will be unable to process your refund unless the complete order is received in its original packaging.

You are responsible for the costs of sending item(s) back to us. Please note that we are not responsible for item(s) that are lost or which cannot be located prior to being received by us, hence you are encouraged to use a trackable form of delivery to send your returns to us.

Can I exchange items from an order I made?

Please email us at hello@rfgaming.co or text us on Whatsapp within 7 days of the date of purchase/ delivery and let us know your reason for requesting an exchange.

Depending on the situation, we may or may not be able to process the exchange but we'll still try our best to accommodate to your request.

Store Information

Do you have a physical store?

Yes, you can find us at:

8 Grange Rd, Cineleisure #02-18 to 23A, Singapore 239695. Open from 12pm - 9pm daily, including public holidays.

Do check our Instagram page for updates on closures for private events.

Are the prices on your online store same as the prices in-store?

Yes. Generally all prices of our products are the same online & in-stores, but we do have online and in-store exclusive promotions. Feel free to contact our retail team via Whatsapp or Instagram to find out more about our current promotions.

Warranty

What is your return/exchange policy?

We offer a 14-day exchange and refund period. Products must be returned in their original packaging and condition. Any signs of usage will make the product ineligible for returns.

What does the 1-year base warranty cover?

Our base warranty covers material or workmanship defects. If your product arrives with a manufacturing flaw or a defect in materials or craftsmanship, we'll replace the defective part (or the entire product, if needed) free of charge.

This warranty only applies to products purchased directly from our physical store – The Laboratory by RF, or our online store, reformdlab.co.

We also offer free diagnosis (U.P. SGD$30) while your warranty is active. Once it's expired, diagnosis costs SGD$15.

What isn't covered under the base warranty?

Normal wear and tear (scratches, dents, chips, or faded paint)
Accidental damage (drops, impacts, misuse, or neglect)
Improper usage, care, cleaning, or storage — every product comes with a product care card; please read it carefully
Lost or stolen products
Third-party modifications, engravings, or accessories
Products purchased from unauthorized resellers or secondhand marketplaces

What does the extended 3-year warranty cover?

The extended warranty covers everything in the base warranty, plus:

Accidental damage, on a case-by-case basis.
Replacement costs (if needed) are capped at SGD$50 depending on severity of the issue.
A 1-time onsite pickup and return, redeemable whenever you choose (any subsequent issues will require you to arrange your own courier/drop-off)

At an additional cost of SGD$30. Comes included for a selected range of items (refer below).