Refund policy
At FernTor, we are committed to ensuring your satisfaction with every purchase of our Mouse, Controller, and Headphones products. If you are not completely satisfied, we offer a straightforward refund process in accordance with applicable consumer protection laws.
Eligibility for Refunds
You may request a refund within 30 days from the date of delivery. To be eligible, items must be unused, in their original packaging, and in the same condition as received. Please note that certain products, such as headphones for hygiene reasons, may have additional restrictions; we will review each request on a case-by-case basis.
How to Request a Refund
To initiate a refund, please contact us via email at [email protected] with your order number and a brief description of the issue. Our team will respond within 2 business days with instructions for returning the item. You are responsible for return shipping costs unless the item is defective or incorrect.
Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 5-10 business days. Please note that shipping charges are non-refundable unless the return is due to our error.
Exceptions and Non-Returnable Items
Certain items are not eligible for return or refund, including:
- Products that have been opened, used, or damaged after delivery.
- Items purchased during clearance or final sale events.
- Gift cards or digital products.
If you believe your item qualifies for an exception, please email us at [email protected] for assistance.
Damaged or Defective Items
If you receive a damaged or defective Mouse, Controller, or Headphones, please contact us within 7 days of delivery. We will arrange a replacement or full refund, including return shipping costs, at no additional charge to you.
Contact Us
For any questions regarding this refund policy, please reach out to our support team at [email protected]. We are here to help.