Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@customgamingchair.com.
General policy: After you sign the parcel within 30 days, and the product was unused, if it is a quality problem or it’s inconsistent with the description shown on our website, we could accept your return/exchange without a doubt. But please kindly note that you should be responsible for the shipping cost. However, if it is your operation that causes the damage of the items/color/size, which result in the product being unserviceable, in this case, we do not accept any return/exchange.
Specific return policy:
1 Handling policy of order cancellation
Please kindly note that as long as your order hasn’t been shipped. we will refund you the total shipping cost, but if they are shipped, we are sorry that we would not accept order cancellation.
A. For Order cancellation within 24 hours and the order status shows “awaiting fulfillment”, we will refund 80% of the total price. (20%of the cost refers to the advertising and promotion expenses, order processing labor costs, raw material preparation costs, and other miscellaneous cost.)
B. For Order cancellation after 24 hours,and the order status shows “awaiting fulfillment”, within the processing time, we will refund 50% of the total price (After 24 hours, the factory has already begun to make your item, and related products materials have been purchased, and the workers related to the production has done preparatory work, or that we have purchased the product which can not be returned to the suppliers)
C. For Order cancellation after 24 hours,and the order states shows “awaiting fulfillment”, exceed the processing time,we will refund 80% of the total price.
D. If the order status shows “shipped”, we are sorry that we could not accept any order cancellation in this case.
2 Did not receive the parcel within stated delivery time and request a refund
Please kindly note that delivery time includes processing time and shipping time.
We will do our utmost to strive for the fastest processing speed to shipped to you.However,please kindly note that sometimes the factory is short-supplied and has to temporarily produce ,the transit is not subject to our control as well,especially the local Custom inspection or delay.Therefore, all above may cause the delay of your delivery time.Hop you could understand.
For the following circumstances, we promise that:
A.have not received the parcel because we shipped your order out exceed processing time :
for express shipping method within 3 days,and other shipping method within 5 days,we are sorry that we would not accept refund request.Hope you could wait for a few days patiently.Otherwise,exceed the time mentioned above,you could apply for a maximum 10% refund as compensation after you sign for it.
B.have not received the parcel because we shipped you within processing time :
for express shipping method within 5 days,and other shipping method within 7 days,we are sorry that we would not accept refund request.Hope you could wait for a few days patiently.Otherwise,exceed the time mentioned above,you could apply for a maximum 5% refund as compensation after you sign for it.(It is outside the range of our control,mostly it’s the matter of freight carrier or Custom.
As for the above policy,we would like to suggest that you reserve more extra delivery time and purchase in advance so that your parcel would not be delayed.
3 Return/exchange Policy about unsatisfied product or other relevant problems
A. Return/exchange the product with quality problem
Quality problems include inconsistent color, texture, and size that are shown on our website. Upon receipt of the items within 30 days, you can propose your return request. We will communicate with you to verify, and the buyer shall provide specific photos or other relevant evidence as proof. If it is our responsibility, after we receive your returned parcel, we will refund 100% to you or refund a new item to you.
Please note that, if it is your operation that causes the damage of the items/color, in this case we do not accept any return/exchange.
B. Return/exchange of wrong size costume
a If you choose the wrong size, we do not accept return/exchange.But you can purchase a new one with the correct size on our website, we will provide special offer to you.
b If we make the costume with wrong size, we accept return/exchange.After we receive the returned item back, we will refund or exchange for you.
c About Size: Please note that our clothes are produced in strict accordance with the size specifications on our website, and we will check each item again before shipment. Due to manual measurement, 1-3cm measurement error is acceptable, and it is not a size problem. We recommend that you choose a slightly bigger size or a little loose one.
C. Receive the wrong product
After you receive the wrong product, please forgive our mistakes and contact us at the first time. After we confirm that it is our problem, we will refund 100% to you or ship the right product to you again for free. (You will need to return the items to us, and we will be reprehensible the the shipping cost)
D. Receive products less than your order
After you receive products which are inadequate, please forgive our mistakes and contact us at the first time.
After we confirm that it is our problem, we will provide you refund of the unshipped product or ship it to you.
4 For the orders that are unshipped and need to change the size/standard/specification, or exchange
If the products you want to exchange is in stock,and has the same or lower value,we could exchange for you for free.If its value is higher, you will need to pay extra cost including freight difference due to different weight.
A.Within 12 hours after you place the order, we can change the size or related specification or exchange to other goods for you.
B. Within 12-24 hours after you place the order, we need to charge an additional 10% handling fee.
C. Within 24-48 hours after you place the order, we need to charge an additional 15% handling fee.
D. Within 48-72 hours after you place the order, we need to charge an additional 20% handling fee.
E. After three days, we do not accept any change or replacement, but if needed, we need to charge an additional 60% handling fee.
5 For the orders need to change the shipping address
A For The orders that are unshipped:
if you want to change to another address in the same country and the address is not remote area for DHL/FedEx, we can change it for you for free; if you want to change to a different country and the shipping cost is higher, please pay the difference, but for lower shipping costs, we have no obligation to refund the difference, please fill in the correct address carefully when placing the order.
B For the orders that are in delivery:
If you choose standard shipping method, you can call the shipping company to change the address. If you choose express shipping method, you will need to pay extra cost to change the shipping address (about USD 12.00 – USD 18.00), and we will ask you to pay the difference.
6. Shipping address in remote area
If you choose express shipping and your shipping address is remote area:
A.Change to the standard shipping method for free, or cancel the order.
B.Pay the remote area surcharge of USD 30.00. For more information about the remote area, please call the local post office of FedEx/DHL.
Return Steps:
You may use any shipping method you like as long a tracking number can be provided.
Carefully package the items in the original shipping box or any suitable shipping carton.
Make sure you include your name and/or order number so that we know who it’s from!
Returns and Exchanges are only accepted within 30 days of purchase.
For the above policies we reserve the right of final explanation.
Contact us at support@customgamingchair.com for questions related to refunds and returns.