1. Changed your mind (Online Sales Only)

If once you have received your gear and have a change of heart, you may be eligible for a refund provided the following conditions are met:

• You notify us within 30 days of receiving your product(s). If you ordered multiple products, the 30 day period starts from when you receive your last product.
• The product(s) must be returned in resaleable condition and in their original packaging. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. A deduction may be made if the value of the goods has been reduced due to handling beyond what is reasonably necessary for inspection.
• All cables, manuals, drivers and promotional items are part of the order and must be returned in order for you to receive a full refund.
• The product(s) are shipped in a suitable outer box with bubble wrap or similar protective packaging to avoid any damage to the manufacturer’s packaging and subsequent deductions from your refund.
• Product(s) are not lost or damaged in transit. We strongly recommend you use recorded/signed delivery for protection including insurance for the value of your order to protect against any loss of item(s).
• For security and fraud prevention purposes, serial numbers and product condition may be recorded before dispatch and during return inspection.
• The product(s) must be returned within 14 calendar days of notifying us of the return/cancellation. If product(s) are not received within this timeframe, the return request may be cancelled.
• Returns may be rejected where products show signs of prolonged use, staining, odours, contamination, physical damage, or are otherwise not in resaleable condition.

Please note, all products returned under the ‘Consumer Contract Regulations’ will be at your own expense, ensuring that we receive the products undamaged by transit.

2. Damaged during delivery

For any product(s) damaged during delivery, please let us know within three calendar days of receiving delivery. If it’s possible to see any damage prior to opening your package, state this on the courier’s delivery note when signing for the package and take photos of the damage.

When returning the product(s), please ensure all original packaging is used and that all cables, manuals, drivers and promotional items are included, as accessories are part of the order and must be returned in order for you to receive a full refund.

3. Missing items

On the rare occasion that this happens, please let us know within 48 hours of receiving your delivery. When we receive your email, we will then investigate to determine the cause. If we receive your notification after the seven day period, we will not be able to perform the investigation. Refunds or replacements will not be issued until the investigation is complete which can take up to 14 days.

4. Faulty on Receipt (DOA)

We have a Dead On Arrival (DOA) period of 30 calendar days in which you can return your product(s) for a replacement or refund. Before arranging a return, we recommend checking the manufacturer’s troubleshooting guidance or contacting them for basic troubleshooting support, as many common issues can be resolved without returning the product. This often happens due to software configuration, installation issues, or product setup requirements. If a returned product is tested and no fault is found, return shipping costs may apply before the item can be sent back.

After you have discussed your issue with the manufacturer and they confirm that there is a fault, please complete the process listed in the steps here to allow us to rectify the issue promptly for you.

If the product(s) are to be returned for a refund, please ensure to include all packaging, cables, manuals and drivers, as accessories and promotional items are part of the order and must be returned in order for you to receive a full refund.

5. Faulty under warranty (After DOA period)

Please be aware that products that fall under consumables (mouse skates, feet, grips) are not covered by the "Faulty under warranty" section. If you have any issues with these products, please get in touch within 30 days of receiving the item.

If a fault occurs with any of your gear outwith the 30 days, then as long as your item is within the warranty period offered by the manufacturer, you are entitled to a warranty repair or replacement, depending on the product.

The fastest way to resolve some warranty issues may be dealing directly with the manufacturer, however, we are happy to handle the repair or replacement on your behalf.

Again, please ensure you troubleshoot your problem with us or the manufacturer before requesting a return, as any item determined not to be faulty or damaged may be returned to you and return shipping costs may apply.

Please follow the return instructions provided by our support team, as accessory requirements may vary depending on the product and manufacturer process.

Warranty turnaround times can vary depending on the manufacturer, product type, and parts availability, but we will keep you updated throughout the process and aim to resolve all requests as quickly as possible.

6. How to notify us

To request a return, report missing items, or contact us regarding a returns-related issue, please complete the relevant form through our Help Centre.

Visit the Help Centre

Please ensure you include your order number and any relevant photos or supporting information where requested.

7. Refunds

Once your return has been received and inspected, refunds are usually processed within 2–3 business days. Please allow up to 14 days during busy periods or where additional inspection or testing is required. For faulty items, refunds will be processed as soon as tests are completed and the fault is confirmed.

All refunds will be issued to your original payment method or as store credit. Exchanges are subject to stock availability and cannot be guaranteed.