Refund policy

Refund & Cancellation Policy

At GexGear, we are committed to delivering enthusiast-grade gaming gear and PC peripherals at direct-to-consumer prices. To maintain these highly competitive rates and fast dispatch times, our system uses advanced automation. Please review our policies regarding cancellations, returns, and refunds below before completing your purchase.

1. Order Cancellations & Modifications

Because our global fulfillment system transmits order data directly to our dispatch centers immediately upon checkout, we cannot guarantee any order cancellations or modifications once a purchase is confirmed.

  • Window of Inquiry: If you notice an error (e.g., incorrect shipping address, wrong item color/spec), you must contact us at support@gexgear.com within 12 hours of placing your order.

  • Liability Boundary: Once an order enters the processing or shipping phase, it cannot be canceled, intercepted, or altered. GexGear is not liable for incorrect orders or typos made by the buyer at checkout.

2. Strict Return & Refund Eligibility

To minimize environmental impact and eliminate unnecessary retail markups, all sales are final. We do not accept returns or issue refunds for "buyer's remorse" (e.g., changing your mind, choosing the wrong item, or dissatisfaction with personal aesthetic preferences).

We only issue refunds or dispatch free replacements for hardware that falls strictly under the following categories:

  1. Manufacturing Defects: The item arrives completely non-functional or structurally defective out of the box.

  2. Transit Damage: The package or product is severely damaged during international transport.

  3. Incorrect Item Received: You received a completely different product, color, or specification than what was ordered.

3. Reporting Window & Proof Requirements

If your gaming gear or peripheral arrives defective, damaged, or incorrect, you must report the issue to us within 7 days of delivery (as verified by the carrier tracking timestamp).

To initiate a claim, email support@gexgear.com with the following required information:

  • Your Order Number (e.g., #GG1001).

  • The email address used to place the order.

  • Mandatory Proof: Clear, high-resolution photographic or video evidence clearly demonstrating the defect, damage, or discrepancy. For audio gear (such as gaming IEMs), a brief video demonstrating the connectivity or audio issue is required.

Claims submitted after the 7-day post-delivery window or claims lacking verifiable video/photographic evidence will be automatically declined.

4. Refund Processing & Secure Transactions

Once your claim and evidence are verified by our technical support team, we will process your resolution within 3 business days.

  • Approved Solutions: You will be offered a choice between a 100% free replacement dispatch or a full refund to your original payment method.

  • Secure Reimbursement: Approved refunds are processed securely via our encrypted gateways. Depending on your financial institution (PayPal or your credit card network), it may take 5 to 10 business days for the refunded balance to reflect on your statement.

5. Customs Rejections & Refused Deliveries

As stated in our Shipping Policy, any local import taxes or customs duties are the responsibility of the buyer. If a package is returned to our fulfillment center because the buyer refused to pay local customs fees, rejected the delivery, or failed to collect the package from the local post office after delivery attempts, no refund will be issued.