Refund policy

 

Return Policy:

Thank you for choosing our products. We strive to provide you with high-quality items and excellent customer service. Please read our return policy carefully before making a purchase.

  1. Damaged or Defective Products: If you receive a damaged or defective product, please contact our customer service within 5 days of receiving your order. We will gladly assist you in resolving the issue by offering a replacement or a refund if the packages arrived are badly damaged.

    We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

    Notes: a. For fragile products, a refund is highly recommended.
    b. For damaged packing boxes, Elite Gaming Gear cannot offer any refunds or other after-sale services due to the long-distant international delivery.
    c. For ordinary products, clients shall complain or open a dispute with you within 5 days after packages are delivered.
    d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.

  2. Incorrect or Missing Products: In the event that you receive an incorrect item or your order is incomplete, please contact our customer service within 5 days of receiving your order.

    a. For incorrect products, we offer a full refund or replacement.

    b. For products with wrong color, size which doesn't affect product function, etc. We offer a refund or resend.

    c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.

    d. For accessories, we will resend the accessories.

    Elite Gaming Gear will not deal with the refund or resend if the tracking information shows the order is delivered.

    a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

    b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below: 
    a) Incorrect/insufficient address.
    b) No such number.
    c) Unknown recipient.
    d) Refused.
    e) Do not pick up in time.
    f) No safe delivery location.
    g) Uncleared customs.
    h) Others.

    Notes: a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Elite Gaming Geartakes no responsibility if products have been lost.

    b. If the logistics company provides return service, it will put the products in your private inventory and will not refund them when we receive the returned items.

    c. Elite Gaming Gear cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

  3. Change of Mind Returns: We regret to inform you that we do not accept change of mind returns. We encourage you to carefully consider your purchase before placing an order. Please review the product descriptions, specifications, and images provided on our website to make an informed decision. We do not accept any unreasonable disputes, including but not limited to:

    a. The buyer does not like it.
    b. The product description is not real.
    c. Products smell unusual.
    d. The buyer ordered the wrong items or SKU.
    e. The shipping address was provided incorrectly.
    f. Product difference was negotiated in advance."
    g. Tracking information deleted by logistics companies or local post offices.

  4. Return Process: Returns must be disputed within 10 days otherwise a return cannot be processed. Please note only relevant reasons outlined in our policy apply.

    • Contact our customer service within the specified time frame to initiate the return process.
    • Our customer service team will guide you through the return process, including providing you with a return authorization, return shipping instructions (if applicable), and any additional assistance required.

  5. Refunds: Once we receive the returned item(s) and verify their condition, we will initiate the refund process. Refunds will be issued using the original payment method within 10 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

  6. If more than 15 business days have passed since we’ve approved your return, please contact us at Support@elitegaminggear.com.au.

  7. Non-Returnable Items: Certain items are non-returnable, including but not limited to:

    • Items marked as final sale or clearance

  8. Customer Responsibility: It is the customer's responsibility to ensure the correct shipping address is provided during checkout. Any additional shipping charges incurred due to an incorrect or incomplete address will be the responsibility of the customer. We recommend double-checking your address before submitting your order.

  9. Orders Delayed:  Orders that are lacking tracking information, in transit, pending, expired 60 days after orders departed from warehouse. Following countries and shipping methods may be different:

    a. For orders shipped to the USA, it will be counted 45 days after orders departed from warehouse.

    b. For Brazil, it is after 110 days counting from the date that order departed from warehouse due to the strict customs clearance at Brazil.

    c. For China Post Registered Air Mail and liquid line to all counties, we will deal with your dispute for delayed orders after 100 days counting from the date that order departed from warehouse.

    d. For some special shipping methods, we cannot deal with your disputes. (See the following important interpretation)

    Notes: Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

  10.  Unacceptable Disputes

    We shall not accept any unreasonable disputes, including but not limited to:

    a. The buyer does not like it.
    b. The product description is not real.
    c. Products smell unusual.
    d. The buyer ordered the wrong items or SKU.
    e. The shipping address was provided incorrectly.
    f. Product difference was negotiated in advance.
    g. Tracking information deleted by logistics companies or local post offices.

Please note that this return policy is subject to change without prior notice. We encourage you to review the policy periodically to stay updated.

If you have any further questions or need assistance, please contact our customer service team Support@elitegaminggear.com.au, and we will be happy to help you.

Thank you for your understanding and cooperation.

Elite Gaming Gear