Shipping Protection Policy

Product Protection is an optional plan you can add to your Akko order. It protects your keyboard or accessory beyond the manufacturer’s warranty. You can choose Accidental Handling Protection (1 year) or Extended Warranty (2 or 3 years). The plan is provided by XCOTTON (partner with AIG).

Our plans

The price depends on your product and the plan you choose. You’ll see it on the product page before you add protection.

What’s covered

Coverage limit

• No limit on the number of claims. You can claim more than once during your plan.
• Total payouts can reach the purchase price of your product. Each paid claim (repair or replacement parts) counts toward this total.
• Zero deductible. You don’t pay anything to make a claim.

When coverage starts

• Accidental damage and power surge (all plans): start on the date your order is marked as shipped.
• Mechanical/electrical failure (Extended Warranty plans): starts after the manufacturer’s warranty ends.
• Your plan length (1, 2 or 3 years) is counted from the purchase date.

Example: Extended Warranty – 3 Years on a product with a 1-year manufacturer warranty.

How to file a claim

Choose whichever is easiest for you:

1. Use your email. Open the email titled “Xcotton Product Protection Placed Successfully” and click your Protection ID.
2. Use the Resolution Center. Go to XCOTTON Resolution Center and file your claim online.
3. Email XCOTTON. Write to support@xcottons.com.
4. Ask Akko. Contact Akko support with your order number and what happened. We’ll pass it on.

What happens after you file

1. XCOTTON replies within 24 hours to talk through your claim.
2. They check that it’s covered. If it isn’t, we’ll help you through Akko’s normal after-sales service instead.
3. You choose how to be compensated: (A) a replacement or spare parts sent to you, (B) cash compensation, or (C) a mix of both.
4. You get paid or your replacement is ordered within 2 business days, as long as your documents are complete.

XCOTTON will tell you which parts the payout was for and their cost. This amount is deducted from your remaining coverage limit.

What’s not covered

• Scratches, dents, peeling, discoloration, chips and normal wear that don’t affect how the product works.
• Lost or stolen products.
• Damage during delivery or while the product is being shipped to or from you or a repair center.
• Problems that existed before your coverage started.
• Damage from unauthorized modifications, repairs or parts replacements.
• Damage from deliberate or reckless use. Misuse and abuse are also excluded, but accidents are still covered as described above.
• Accessories that weren’t in the original packaging.
• Used, refurbished or “as-is” products, sample or demo units, and products with a broken manufacturer seal.
• Failures that are covered by the manufacturer’s warranty or a manufacturer recall.
• Costs you can recover from another warranty or insurance. In that case, this plan only covers what’s left.
• Software or online service issues, third-party hardware, software or accessories, and loss of data stored in the product.
• Installation, routine cleaning, inspections and maintenance.
• Indirect losses, such as loss of use, lost profits or delays.
• Damage from fire, theft, pests, animals, weather exposure, rust, dust, earthquakes, floods and other causes outside your control. Accidental damage from handling is still covered.
• Claims filed more than 30 days after the breakdown, or after your plan has expired.

This is a plain-language summary. The full list is in your plan’s Terms & Conditions.

Cancel and refunds

You can cancel at any time during your plan.

Questions