退款政策

This policy explains the refunds, replacements, and warranty support we offer. It's in addition to, and does not limit or replace, any rights you already have under the consumer protection laws that apply in your country.

1. Warranty Coverage

Our warranty covers manufacturing defects for 1 year from the date of purchase.

This warranty is valid only for products purchased directly from our official store or our authorized official retail partners. You can find the full list of official channels at teevolution.gg/pages/where-to-buy.

Products purchased through unauthorized sellers, resellers, or other unofficial channels are not covered under this warranty.

Please keep your proof of purchase, such as a receipt or order confirmation, as we may ask for it to verify your warranty claim.

2. Eligibility for Returns

We stand behind the quality of our products. We only offer a refund or replacement in the following cases:

  • The product has a verified defect or quality issue that cannot be fixed
  • You received the wrong product version or layout
  • The product has a manufacturing defect covered under our warranty
Important Notice:
  • We do not offer a refund or replacement for reasons unrelated to quality. If the product works as intended and matches the product description, we will not approve a refund or replacement based on personal preference.
  • This includes dissatisfaction with comfort, grip, appearance, size, or personal performance expectations, as long as there is no defect and the product matches its description.
  • This also includes minor sounds during normal use, such as slight scroll wheel noise or a small sound during a partial click press, as these are expected and not considered a defect on their own. See Section 3 for details on which noise levels are normal and which are covered under warranty.

To keep the process smooth, please contact us and get confirmation before sending anything back or arranging a replacement on your own. Requests handled outside this process may take longer to resolve, and we may not be able to help if the product is altered, used incorrectly, or sent back before we've confirmed it's needed.

See Section 3 for specific issues that our warranty does not cover.

3. Warranty Exclusions for Non-Functional Issues

Our warranty does not cover minor physical, sound, or cosmetic issues that do not affect how the device works. If the device registers your inputs correctly, we do not consider it defective.

Scroll Wheel Noise

If your scroll wheel makes a sound, some noise is normal and does not affect performance. If you contact us within 30 days of receiving your item, we will check whether the noise falls within a normal range for the product, or whether it points to a different functional issue. Slight noise on its own, once confirmed to be within a normal range, is not considered a defect.

After 30 days, we're less able to reliably assess whether scroll wheel sound is within the normal range, since regular wear can affect this. We recommend reaching out within the first 30 days if noise level is your only concern.

If your scroll wheel is jumping, skipping, or not registering your input, this is a functional defect and is covered under warranty for 1 year from purchase, provided the issue results from a manufacturing defect and not from wear, accidental damage, or improper use. See Section 2.

Mouse Click Pre-Travel Noise

A small sound during a partial or half press, before the click registers, is not covered under warranty. Normal mouse use requires a full click. Sound during a half press does not affect regular use.

4. Consumable Products

Some items are classified as consumables, such as mouse skates, grip tape, and similar accessories.

To maintain hygiene and quality standards, we cannot offer a refund or replacement on consumables once the packaging has been opened, except where the item itself was defective on arrival or doesn't match what you ordered.

5. Proof Requirements for Defect Claims

Any claimed defect must be consistently reproducible. To process a claim, you must send us a clear, uncut video showing the issue happening during actual use.

The video must clearly show:

  • How the device is connected to your PC (1K dongle, 8K dongle, Bluetooth, or wired)
  • The issue happening in real time. For example, your hand using the mouse while the screen shows the missed clicks or tracking issue

Video proof lets us diagnose the issue accurately and offer the right fix, so we're not able to process a claim based only on a written description of an intermittent issue. If you're having trouble capturing the issue on video, contact our support team and we'll help you find a way to document it.

Note: this is different from the unboxing video required for missing item claims. See Section 9.

6. How to Request a Refund or Replacement

For Quality Related Issues

Submit a ticket through our Support Center. For faster help, include your order number, a description of the issue, and the video proof described in Section 5.

Our team will assess the issue and offer the best solution. This may include troubleshooting support, a replacement unit, replacement parts, or another option.

For Incorrect Product Version or Layout

Contact our support team through the Support Center within 7 days of delivery. Please include:

  • Photos of the item you received
  • A note with your tracking number written on paper
  • Your order information

7. Return Shipping

In most cases, you will not need to send anything back to us. Refunds and replacements for quality issues are handled based on the video proof described in Section 5. If our technical team determines that a physical inspection is needed, we will provide the address of our nearest warehouse.

You are responsible for return shipping costs in these cases:

  • You cancel your order after it has shipped
  • You provided an incorrect shipping address at checkout

8. Refund and Replacement Process

We process refunds and replacements once your claim is approved. If we've asked you to send the item back, we begin processing after we receive and inspect it.

  • Standard processing time is up to 7 business days
  • We issue refunds to your original payment method
  • Bank processing times vary, typically 3 to 10 business days

Missing Refunds

If you have not received your refund:

  1. Check your bank or credit card statement
  2. Contact your payment provider
  3. If the issue continues, contact our support team through the Support Center

9. Product Condition Requirements and Missing Items

We will not offer a refund or replacement if the item was damaged due to improper use, as this falls outside our warranty coverage.

If we've asked you to send the item back, please include the original packaging and accessories, and get our confirmation before shipping it. Missing packaging or accessories, or sending an item back before confirming with us, can delay processing or affect the outcome of your claim, so please reach out to our support team first and we'll guide you through the right steps.

Missing Items and Unboxing Video Requirement

If you believe an item is missing from your order, we require an unboxing video to verify the claim. The video must:

  • Clearly show the package unopened
  • Show the full unboxing process from start to finish
  • Clearly show all the contents you received

Without an unboxing video, we cannot confirm a missing item claim, and it will not be eligible for compensation, replacement, or a refund. We recommend recording an unboxing video whenever you open a package.

If your item arrives damaged or defective, or if something seems to be missing, contact our support team through the Support Center with your order number and any relevant photos or videos.

10. Support & Response Times

Submit a ticket through our Support Center. For faster help, include your order number and any relevant details, photos, or videos.

Please allow up to 3 business days (72 hours) for a response. Business days do not include weekends or public holidays. We reply to requests in the order we receive them. If you do not hear back within 3 business days, you can tag us on Discord so we can escalate your case.

During public holidays, response times may take longer than usual. Where possible, we will share any expected delays on our official Discord or social channels ahead of time.

We are continually improving our support system and welcome your feedback.

If you cannot access the Support Center, you can also reach us at support@teevolution.com.