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Refund policy

Refund Policy Overview

At NebulaHaptic, we are committed to your complete satisfaction with every purchase. This policy outlines the terms and conditions for processing refunds for products purchased through our online store, including Keyboards & Keycaps, Mice & Pointing Devices, Audio & Sound equipment, Controllers & Gaming gear, and Accessories & Parts.

Please read this policy carefully before submitting a refund request.

Eligibility for Refunds

To be eligible for a return and refund, your item must meet the following criteria:

  • The request is initiated within 30 days from the date of delivery.
  • The item is in its original, unused, and unopened condition, with all original packaging, tags, manuals, and accessories intact.
  • The item is not listed as a "Final Sale" or "Non-refundable" product on its product page.
  • For electronic devices (e.g., mice, audio devices, controllers), there must be no signs of physical damage, wear, or software registration.

Non-Refundable Items

Certain items are exempt from being returned for a refund:

  • Opened software, digital downloads, or products with activated license keys.
  • Personalized, custom-made, or engraved products.
  • Products damaged due to customer misuse, improper installation, or accidents.
  • Opened hygiene-sensitive accessories (e.g., certain ear tips, wrist rests).

Initiating a Return & Refund

To start the refund process, please contact our support team within the eligibility period.

  1. Contact Support: Email us at [email protected]. Include your order number, product name, and a detailed reason for the return.
  2. Receive Instructions: Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
  3. Ship the Item: Securely package the item using its original packaging. Include the RMA number inside the package. You are responsible for the return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective item).
  4. Inspection & Processing: Once we receive and inspect the item, we will notify you of the approval or rejection of your refund. Processing typically takes 3-5 business days after receipt.

Refund Methods & Timing

Upon approval, your refund will be processed automatically to the original payment method used for the purchase. Please note:

  • Credit/Debit Card refunds may take 5-10 business days to appear on your statement, depending on your bank's processing time.
  • Payment processor (e.g., PayPal, Stripe) refunds are typically reflected within 24-48 hours.
  • Original shipping fees are non-refundable for returns that are not the result of a NebulaHaptic error.

Defective or Incorrect Items

If you receive a defective product or an incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label for you and expedite a replacement or full refund, including any applicable shipping charges.

Contact Us

For any questions regarding our Refund Policy or to initiate a return, please contact our dedicated support team.

Email: [email protected]

We aim to respond to all inquiries within 1-2 business days.