Return Policy
This Refund Policy outlines the guidelines and procedures for refunds, cancellations, and exchanges for products purchased on our web store. Please carefully read the following policy before making any purchase.
EFFECTIVE AUGUST 30, 2023
PRE-ORDER PHASE
1.1. Cancellations:
Customers who have placed a pre-order and wish to cancel their pre-order may do so by sending an email to support@crkd.gg. To be eligible for a full refund, the cancellation request must be made before the pre-ordered product has been shipped. Once the product has been fulfilled, it is no longer eligible for a refund.
1.2. Refund Processing:
Refunds for pre-orders will be processed within 5-10 business days after the request is received. The refunded amount will be credited back to the original payment method used for the purchase and can take up to 2-3 days to process.
1.3. Exchanges:
During the pre-order phase, customers may request an exchange for another item of equal or lesser value. If the desired item for exchange is of higher value than the original pre-order, customers will be required to pay the difference in price. Our customer support team will send an email to the customer with instructions on how to collect the payment for the price difference. The exchange order will not be fulfilled until the payment for the price difference is received in full.
SHIPPED PRODUCTS
2.1. Final Sale:
Products that have already been shipped are considered final sale and are not eligible for cancellation, refund, or exchange, except as outlined in our Warranty Policy for defective or damaged items.
RETURNS ON DEFECTIVE PRODUCTS
3.1. Contact and RMA #:
Should customers receive a defective product, they must contact support@crkd.gg before requesting a refund or replacement. Our customer support team will issue a Return Merchandise Authorization (RMA) number and provide a shipping label for the return.
3.2. Return Process:
Customers must return the defective product, including all accessories and packaging, using the provided shipping label within 30 days [Shipping labels expire in 30 days]. The returned product will be inspected within 10 days, and if found to be defective, a refund or replacement will be issued as per our Warranty Policy.
3.3. Non-Defective Returns:
If the returned goods are found not to be defective, they will be shipped back to the customer at the customer's expense.
SHIPPING DEFECTIVE GOODS
4.1. Two-Way Shipping (Products Purchased Within Warranty Period):
For products purchased within warranty period, CRKD.GG will cover the cost of shipping both ways for returning defective products for repair or replacement.
REPORTING DAMAGED SHIPPING PACKAGES:
5.1. Reporting Procedure:
If the shipping package is damaged upon receipt, customers must report the damage to CRKD within 3 days of receiving the package. Please contact support@crkd.gg with details and photographs of the damaged package and its contents.
THUMBSTICK TOPPER REPLACEMENT:
If you lose the stick tops that come on your purchased product, you may request a replacement pair by emailing support@crkd.gg. We understand that accidents happen, and we are here to assist you.
Customers are eligible for one replacement pair of stick tops per product purchase. There may be a fee for processing and shipping the replacement toppers, which will be communicated to you by our customer support team in the email response.
Please allow up to 2-3 business days for the replacement stick tops to be shipped to your address after the request has been processed and any applicable fees have been paid.
Please note that this replacement service is solely for lost stick tops and does not extend to damaged or defective thumbsticks, which are covered under our Warranty Policy.
AMENDMENT OF POLICY
CRKD.GG reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our web store.
By making a purchase on our web store, you acknowledge and agree to abide by this Refund Policy. If you have any questions or concerns, please do not hesitate to contact our customer support team at support@crkd.gg.
This Refund Policy is valid from the effective date and supersedes any previous policies related to refunds and exchanges.