FAQ

Buyer FAQ

Buying on Hotswap.store is easy. You can search our store for keyboards you like and add them to your cart. You can only purchase one item at a time as they might come from different sellers. When the order is made the seller will send the item to hotswap.store warehouse for inspection and upon being verified the item will be shipped to the buyer.

At Hotswap.store, we offer convenient and secure payment options to enhance your buying experience. Currently, we accept the following payment methods:

  • DuitNow QR: For users in Malaysia, we support DuitNow QR payments. Scan the provided QR code during checkout using your preferred banking app to complete the transaction efficiently.
  • Credit Card via Stripe: We also accept credit card payments securely through Stripe. Choose the Credit Card option at checkout, enter your card details, and proceed with the payment

Terms and Condition for Hotswap.store Promo Codes

Promo Code Exclusivity:

  • Promo codes cannot be used in conjunction with any other offers or promotions unless explicitly stated

Promo Code Requirements:

  • Minimum Spending: Some promo codes may require a minimum spending amount for activation.
  • Validity Period: Promo codes have a specified validity period. Please use them within the designated time frame to enjoy the benefits.

One-Time Use Codes:

  • Some promo codes are designated for one-time use only. Once used, they cannot be applied to subsequent orders.

Use and Failure of One-Time Use Codes:

  • If a purchase made with a one-time use promo code fails for any reason (e.g., payment issues), the code remains unused and can be applied to a different purchase.
  • However, once successfully applied to a completed purchase, the code cannot be reused.

Promo Code Application:

  • Enter the promo code at the checkout page to apply for the discount. The discount will be reflected in the final order amount.

Code Sharing and Transfer:

  • Promo codes are non-transferable and should not be shared unless explicitly stated otherwise.

Code Redemption Limits:

  • Each promo code may have specific redemption limits. Once the limit is reached, the code becomes inactive.

Hotswap.store ensures the authenticity and accuracy of your purchase is our commitment. Here’s how we achieve this:

  • Seller Verification: We thoroughly vet our sellers, ensuring they meet our standards for reliability and credibility.
  • Listing Inspection: Sellers provide detailed information about the condition of the keyboard. Our team reviews listings to verify accuracy and authenticity.
  • Hotswap.store Inspection: Upon receiving the item, we conduct a comprehensive inspection to confirm that it matches the description provided by the seller.

For additional assurance, we encourage buyers to review product descriptions and leverage our platform’s buyer protections. Our commitment to authenticity is unwavering, and if you have any concerns, our customer support team is here to assist you, you can email us at contact@hotswap.store. Your satisfaction is our top priority.

Note: For the time being the verification process is only applicable for keyboards and keyboard parts only.

Items sold through Hotswap.store go through a multistep process with the following steps;

  • Seller Listing.

Sellers list their items on Hotswap.store, providing detailed information about the keyboard’s condition and authenticity.

  • Customer Purchase.

Once a customer makes a purchase, the transaction is initiated, and payment is securely processed through our platform.

  • Seller Shipment to Hotswap.store warehouse

After a successful purchase, the seller ships the keyboard directly to Hotswap.store for inspection. Sellers are encouraged to use reliable shipping methods and provide tracking information.

  • Item Inspection.

Upon receiving the item, Hotswap.store conducts a thorough inspection to verify its condition and authenticity. This step ensures that buyers receive the quality they expect.

  • Dispatch to Buyer:

Once the inspection is complete and the item meets our standards, Hotswap.store dispatches the keyboard to the buyer. The dispatch time varies based on the inspection process, but we strive to complete it promptly to minimize any delays.

Estimated Shipping Time:

  • From Seller to Hotswap.store: Depends on the seller’s location and chosen shipping method.
  • Inspection Time: Typically completed within 2-3 working days.
  • From Hotswap.store to Buyer: Dispatched promptly after a successful inspection.

Note: Shipping times may vary based on factors such as location, courier services, and any unforeseen circumstances. Buyers can track their orders through our platform.

Hotswap.store’s authentication process is a rigorous inspection conducted by our experts before items are shipped to customers. In the rare event that an item is found to be inauthentic during this process, the following steps will be taken:

  • Refund Assurance: You will be eligible for a full refund, including the purchase price and any associated fees. Hotswap.store prioritizes buyer protection, and your satisfaction is our top priority.
  • Communication and Support: Our customer support team is here to guide you through the resolution process. Please contact us immediately at contact@hotswap.store if you have concerns about the authenticity of your purchase.
  • Seller Accountability: Sellers are required to provide accurate information about listed items, and any intentional misrepresentation is taken seriously. Hotswap.store will take appropriate actions against sellers who violate authenticity policies.
  • Alternative Options: Depending on availability, we may explore alternative options, such as offering a replacement item that meets the specified authenticity standards.

Rest assured, Hotswap.store is committed to maintaining the integrity of our marketplace, and our authentication process is designed to minimise the risk of inauthentic items. If you encounter any issues, we are here to address them swiftly and ensure a positive shopping experience for you. Your trust in Hotswap.store is of utmost importance to us.

If you’re experiencing difficulties checking out your order there are some steps you can follow to resolve the issue. Firstly, ensure that you are logged into the correct account and your details are complete. Next, make sure your payment and shipping information is correct. If you are still facing issues please contact Hotswap.store support for further help.

Currently, buyers do not have the option to cancel an order once it’s placed. Upon completing a purchase, the seller is expected to promptly ship the item to Hotswap.store.

Getting started as a seller on Hotswap.store is a straightforward process. 

  1. Create an account on Hotswap.store by providing essential information.
  2. Once your account is set up, proceed to the verification step, where we ensure the reliability and credibility of our sellers.
  3. The verification process may involve confirming your identity and providing necessary details.
  4. Once verified, you gain access to list your keyboards on our platform.
  5. Simply navigate to your Seller Dashboard, follow the easy-to-use listing interface.

Start your selling journey on Hotswap.store and connect with a vibrant marketplace of buyers!

In order to apply to be a seller you must first get verified, to do this you can follow these simple steps;

  1. If you have not created an account you must first set up a basic account with Hotswap.store
  2. Navigating to your account you will find the option to go to your Seller Dashboard where you will manage your seller account details, listings and sales.
  3. Under the Seller Verification tab you must submit the following details;
    • Proof of identity
    • Proof of address

Once these steps are complete you will be updated when the verification is complete.

*Note: Once approved your proof of identity can not be changed. If your address changes you must re-apply proof of address and re-verify.

The approval of your seller account on Hotswap.store involves a verification process for both your ID and address.

You can track the status of your verification under Account > Seller Dashboard > Seller Verification.

Once you’ve submitted the required information, our team will promptly review and verify your details to ensure a secure and trustworthy marketplace for all users. We appreciate your patience during this process.

Our inspection process involves a comprehensive assessment of the keyboard’s condition and authenticity as well as making sure all originally included accessories are present. We verify that each keyboard meets our defined standards.

Brand New In Box (Sealed):

  • The item is unused and remains in its original packaging.
  • Includes all accessories and documentation.

New in Box:

  • The item may have been opened, but it shows no signs of use.
  • All original accessories and packaging are included.

Lightly Used:

  • Slight signs of use, such as minor scratches or wear.
  • All features and functions are fully operational.
  • Original accessories and packaging may or may not be included.

Heavily Used:

  • Significant signs of use or wear.
  • All features and functions are fully operational.
  • Original accessories and packaging may or may not be included.

It’s important to provide a detailed description of the item’s condition when listing, and consider including high-quality images.

  1. To list your product for sale on Hotswap.store, please ensure your seller account is verified.
  2. Once verified, login and navigate to your Seller Dashboard from your account menu.
  3. In the Products tab, you’ll find an option to create a new listing.
  4. Fill out all relevant details about your product, including its condition, features, and specifications. Attach clear pictures to showcase your product effectively.
  5. Please note that after submitting your listing, it will undergo a verification process by Hotswap.store before becoming visible to buyers. This step ensures that all listings meet our standards for accuracy and quality. 

Guidelines for Seller Listing Photos on Hotswap.store:

Clear and Comprehensive Shots:
Uploads are limited to 5 picture so make sure to capture clear, high-resolution images that showcase the item from various angles, providing buyers with a comprehensive view in a well-lit environment.

Include All Items:
Ensure photos include all items listed in the sale, such as the item, box, accessories, and any additional components. This gives buyers a complete visual representation.

No Personal Details:
Avoid including any personal details, such as contact information or identifiable information, in your listing photos. Sellers and buyers should remain anonymous on the platform.

Accurate Representation:
Provide images that accurately represent the item’s condition, features, and any potential imperfections. Transparency builds trust with buyers.

Neutral Background:
Use a neutral background to minimize distractions and keep the focus on the item. This helps buyers assess the item more easily.

Avoid Stock Photos:
Whenever possible, avoid using stock photos without proper disclosure. Buyers prefer to see the actual item they are purchasing.

Do’s:

  • Accurate Descriptions: Provide detailed and accurate descriptions of your item, including specifications, features, and condition.
  • Clear and High-Quality Photos: Upload clear and high-quality images that showcase your item from different angles, helping buyers make informed decisions.
  • Transparent Condition: Clearly state the condition of your item, including any wear, defects, or modifications.
  • Timely Shipment: Ship your item promptly after verification to ensure a positive buyer experience.
  • Comprehensive Photos: Include clear and comprehensive photos that showcase all items listed, including the item’s box, and accessories. Transparency in visuals enhances buyer confidence.

Don’ts:

  • No Contact Details in Listings: Avoid adding personal contact details in your listings. Sellers and buyers should remain anonymous on our platform to protect privacy.
  • No Transactions Off-Site: Refrain from taking transactions off the Hotswap.store. Verification processes are in place to ensure the accuracy and authenticity of items. Off-site transactions may lead to issues, and buyers may not receive what they paid for.
  • Misleading Information: Do not provide misleading information about your item. Accurate descriptions contribute to a trustworthy marketplace.
  • Inauthentic Items: Avoid listing inauthentic items. Hotswap.store ensures a secure environment for buyers, and listing fake or misleading products can result in account suspension.
  • Late Shipment: Strive to ship items promptly after an order is placed.

To edit your listings, navigate to your Seller Dashboard from the account menu, then under Products you can find all posted listings. Under each listing, you’ll find the options:

  • Edit: Takes you to the Edit Product page where you can modify all details, including condition, features, and specifications.
  • Delete: If you wish to remove a listing permanently, you have the option to delete it.
  • View: This takes your to the item’s page so you can see what a buyer would see.

These features provide flexibility for sellers to make adjustments to their listings as needed. Ensure your product information remains accurate and up-to-date by using these editing options.

Note: After editing a listing it will need to be approved again.

After Sale FAQ

Congratulations on your sale! Here’s what to do next:

The next step in your journey as a seller is to send the item to Hotswap.store for verification. Please note that as a seller you are required to ship the item within 3 working days from the sale.

For shipping, currently Hotswap.store offers:

  • Shipping to Hotswap.store: You may choose to ship the item directly to Hotswap.store for verification.

Timely Shipment: It’s important to note that if the item is not shipped within the designated time frame, the sale may be cancelled.

Verification Process: After the item is received, Hotswap.store will conduct a thorough verification to confirm its condition and authenticity. This step is crucial to maintaining the trust and integrity of the Hotswap.store.

Note: The payment from the buyer will be temporarily withheld for security. Rest assured, it will be released after the verification process to ensure a smooth and secure transaction.

Ensuring your item is securely packaged is crucial for safe shipping. Follow these steps when preparing your item for shipping to Hotswap.store:

  • Secure Packaging: Use sturdy and protective packaging materials to prevent damage during transit. Please use bubble wrap, packing peanuts, or foam inserts to cushion the item.
  • Include All Components: Make sure to include all components mentioned in your listing, such as cables, accessories, and the original box, if applicable.
  • Clear Labelling: Clearly label the package with the provided shipping label from Hotswap.store. This helps in efficient tracking and processing upon receipt.
  • Secure Fragile Items: If your item has fragile components, take extra precautions to secure them to prevent breakage. Clearly mark packages containing fragile items.

Sending the item to Hotswap.store ensures a secure and standardized transaction process. Here’s why:

  • Thorough Verification: Hotswap.store conducts comprehensive checks on the item’s  condition, authenticity, and adherence to the description.
  • Enhanced Buyer Confidence: The centralized verification process boosts buyer confidence and maintains quality standards.
  • Verification is currently limited to keyboards and keyboard parts only as the specialization of Hotswap.store.
  • Payment Security: Holding payment until after verification adds an extra layer of security for both buyers and sellers.

Sellers are unable to cancel a sale once it has been placed and paid for by the buyer. Fulfilling the commitment to ship the item to Hotswap.store is essential. Failure to deliver the product after an order has been placed and shipped to Hotswap.store may result in additional fees or account suspension. It is crucial for sellers to uphold their commitment, ensuring a reliable and trustworthy marketplace on Hotswap.store. 

In the unlikely event that the item does not pass the verification and is found to be inauthentic or unsellable the sale will be immediately cancelled and the buyer will receive a full refund.

As a seller you will be given the option;

  • Get the item returned to you for which you will be charged the cost of shipping as well as cost of duties and tax. (if you do not respond to the item cancellation or pay the costs related to returning the item within 14 days, Hotswap.store will automatically dispose of the items.
  • If you do not wish to have the item returned, Hotswap.store will dispose of the item for you.

We understand oversights can happen and if you provide the wrong or an inauthentic item so on the first occurrence the seller may be excused. However, if a seller is found to make repeated offences their account may be subject to penalty fees or account suspension.

There is an 6% processing fee and that will be deducted from the final payout after the item is successfully verified.

After the items reach Hotswap.store warehouse and pass the verification process, the payment from the buyer will be released and should be received after 7 business days depending on the bank or payment method used. Once the item is verified it becomes the responsibility of Hotswap.store and handling of shipping to the buyer or any other subsequent issues will be managed by us.

Yes, as a seller, you are responsible for covering the shipping cost from your location to Hotswap.

Account verification on Hotswap.store is essential for security, fostering trust, ensuring compliance with platform policies, enhancing accountability, and preventing duplicate accounts. Your cooperation with the verification process contributes to a safe and reliable environment for buying and selling preloved on Hotswap.store.

Thank you for your commitment to a secure Hotswap.store experience!

Your Hotswap.store account may be suspended under specific conditions, including:

  • Creating Fraudulent Listings: Engaging in the creation of deceptive or misleading listings.
  • Repeated Cases of False Listings or Inauthentic Items: Consistently providing inaccurate information about items or listing inauthentic products.
  • Sharing or Operating Multiple Accounts: Violating our policies by sharing or managing more than one Hotswap.store account.
  • Multiple Cases of Late Shipment: Repeated instances of late shipment or failing to ship a successful order leading to cancellations.
  • Order cancelling: Cancelling a sale after a buyer has already made the purchase can also lead to the suspension of a seller account. 
  • Attempting to Bypass Hotswap.store Verification: Trying to circumvent Hotswap.store’s verification process to avoid seller fees.

Order, Shipping & Returns

Shipping cost

The shipping cost is determined prior to checkout, and we exclusively use Ninja Van as our dedicated courier. The calculation considers the seller’s location and the chosen courier service.

Customs duties and taxes

Purchases made on hotswap.store may incur additional charges depending on the buyer and seller’s location and courier service used.

Hotswap.store ships internationally!

Hotswap.store acts as a bridge, connecting Malaysian sellers with a global network of eager buyers. This means you can showcase your products to a much wider audience, increasing your sales potential and boosting the Malaysian economy.

Sales Tax and VAT are processed on a Delivered Duty Unpaid (DDU) basis. Buyers may be subject to taxes based on the destination country.

Items sold through hotswap.store go through a multistep process with the following steps;

Seller Listing

Sellers list their items on hotswap.store, providing detailed information about the item’s condition and authenticity.

Customer Purchase

Once a customer makes a purchase, the transaction is initiated, and payment is securely processed through our platform.

Seller Shipment to hotswap.store

After a successful purchase, the seller ships the item directly to hotswap.store for inspection. Sellers are encouraged to use reliable shipping methods and provide tracking information.
Sellers are required to utilize the shipping method provided by hotswap.store, exclusively using Ninja Van. Reliable tracking information is a must.

Item Inspection

Upon receiving the item, hotswap.store conducts a thorough inspection to verify its condition and authenticity. This step ensures that buyers receive the quality they expect.

Dispatch to Buyer

Once the inspection is complete and the item meets our standards, hotswap.store dispatches the item to the buyer. The dispatch time varies based on the inspection process, but we strive to complete it promptly to minimize any delays.

  • From Seller to hotswap.store: Depends on the seller’s location and chosen shipping method.
  • Inspection Time: Typically completed within 3 working days.
  • From hotswap.store to Buyer: Dispatched promptly after a successful inspection.

Note: Shipping times may vary based on factors such as location, courier services, and any unforeseen circumstances. Buyers can track their orders through our platform

To streamline transactions and ensure clarity, each order is limited to 1 item. This helps manage different items from various sellers efficiently.

  • We are unable to modify the shipping address once the order has entered the authentication process. Please ensure your shipping details are accurate before this stage.
  • Purchase is non-refundable in the case of delivery failure. If your order cannot be delivered, it will be returned to us.
  • For returned items, they will be securely stored, and redelivery can be requested after settling all incurred fees, including storage charges
  • Any additional costs resulting from address amendments, delivery rerouting, or changes in delivery information will be charged to the buyer

I placed my order but did not receive a confirmation email.

You can check if the order was successfully made on the orders tab of your account page. If the order was made successfully without a confirmation email you can check if the email associated with the account is correct on the account details tab

I never received my order, now what?

On the Orders tab on your Account page, confirm that the order was placed and shipped. If the item has shipped, use the tracking number to locate the parcel or contact the courier regarding any delays with shipment. If the parcel is still missing and undelivered please contact us immediately with the order number and all relevant details as well as screenshots related to the item’s delivery.

The order has been marked as delivered but I haven’t received it.

You can try reaching out to neighbors in your surrounding area to check if the item was accidentally delivered to the wrong address. 

If the item still can not be located please reach out to hotswap.store support at contact@hotswap.store with all relevant shipping information and screenshots of the item’s tracking details.

After a successful purchase, the seller ships the keyboard directly to hotswap.store for inspection. Sellers are encouraged to use reliable shipping methods and provide tracking information.

The contents of my order was damaged.

Upon receiving the item, hotswap.store conducts a thorough inspection to verify its condition and authenticity. This step ensures that buyers receive the quality they expect.

Note: Dents, scuffs and scratches on the outer shipping box will not be considered as damage as this box is there to protect the contents inside.

Cancellation Policy

Thank you for choosing hotswap.store! Your satisfaction is our priority, and we’re here to assist you with any concerns you may have regarding your purchase. For any order cancellation, please refer to the scenarios as follows;

Buyer Cancel (Voluntarily):

  • The buyer can only cancel if the seller has not shipped out the item.
  • Once a shipping label is generated, the buyer cannot cancel the order.
  • Payment gateway fees and/or platform fees are non-refundable.
  • Any refunds issued will be in the form of store credits only and it’s subject to case by case basis. 

Cancellation Due to Seller’s Fault:

  • If the seller fails to send the item, the buyer will receive a full refund, including fees. Repeated occurrences (3 times) may result in the seller being banned.
  • The seller will be charged for the Stripe and platform fees refunded to the customer, which will be reflected in the seller’s payout.

Item Mismatch (During Verification Stage):

  • If the item can be repaired during the verification stage, the payout to the seller will be deducted for the repairing fee.
  • If the seller does not agree to a repair, an invoice will be sent to the seller for the return. The invoice will include:
    • Shipping fee from the seller back to Hotswap.store.
    • Seller to ship the correct item back to Hotswap.store (Hotswap.store will generate a shipping label for the return; if not, the seller is responsible for shipping back to Hotswap.store and providing the shipping label to Hotswap.store).
    • Processing fee refunded to the customer.

Policy Changes:

  • Hotswap.store reserves the right to change these terms and conditions without prior notice.

This cancellation policy provides a clear and concise overview of the terms for both buyers and sellers. It outlines the consequences of cancellations, return procedures, and refund options.

For any inquiries regarding cancellation, return and refund, please contact the Hotswap.store support team at contact@hotswap.store. We’re here to assist you throughout the process.

General FAQ

Yes, you can change some details of your account.

For buyers:

Buyers have the flexibility to update various details on their account page.

Here’s a breakdown of what you can modify:

  • First and Last Name, Email and Password: Navigate to the Edit Profile tab within the Account Details section.
  • Payment Methods: Access the Payment Method tab to manage your payment preferences securely.
  • Shipping and Billing Address: Head to the Addresses tab to conveniently update your shipping and billing details.

For Sellers:

Sellers can easily update specific details on their Seller Dashboard to ensure accurate information. Here’s how you can make changes:

  • Email and Password: Navigate to the Edit Profile tab within the Seller Dashboard to modify your email address and password.
  • Return Address and Contact Number: Under Seller Settings on the Seller Dashboard, you can update your return address and contact number to keep them current.
  • Withdrawal Payment Methods: If you need to adjust the payment methods used for withdrawal, head to the Withdraw tab on your Seller Dashboard.

No. each seller’s ID must be verified to be permitted to sell on Hotswap.store and may only be associated with a single account, as such creating multiple accounts is not allowed.

No. Sharing a seller account is strictly prohibited. Each account requires individual verification of the seller’s ID. Therefore each seller must make their own account and apply to be verified as a seller.