We do not accept returns without prior authorization. For returns, the product must be in its original condition, with all tags attached, and returned in its original packaging. Returns without original packaging will not be accepted. Customers must also provide the order number or proof of purchase associated with the product. Please contact us first via online customer service chat on our official website rawmshop.com or by email to support@rawmtech.com and wait for our assessment results before applying for a return or exchange.

Please note that we do not accept returns or refunds for any opened or disassembled machines!

To protect your rights, we recommend that customers inspect and test the product immediately upon receipt. If you have any problems, please contact us promptly so that we can resolve the issue as soon as possible.

RAWM is not responsible for after-sales service and refunds if the customer fails to receive or refuses to accept the goods due to international customs duties; if the delivery is delayed or fails due to international shipping, RAWM promises a full refund if the goods are not received within 90 days;

14-DAY RETURN (GLOBAL)

Thank you for choosing our product! We are confident in the quality of our gaming mice. We are proud to offer a 14-day no-questions-asked return policy to all customers worldwide, no matter where you are.

Because our products are precision-designed and shipped directly from the factory to destinations around the world, please carefully read the following global return terms and procedures.

---1. How to Initiate a Return or Cancel an Order

The method for initiating a return or canceling an order depends on your location:

EU Customers:
To simplify your legal rights, Shopify will add a "Cancel/Reverse" button to the order status page.

Before Shipping: If you click this button before the order is processed, packaged, or labeled, the order will be successfully canceled, and we will automatically process a full refund for you.
After Shipping/In Transit: If you click this button after the tracking number is generated, you cannot stop the shipment. You must wait for receipt and follow the international return process below.

US and All Non-EU Customers:
There is no "Cancel/Reverse" button on your order status page.

Before Shipment: If you wish to cancel your order before shipment, please contact our customer service via email immediately. If your order has not yet been processed, we will cancel it and issue a full refund.
After Shipment/In Transit: Once a tracking number is generated, the order cannot be intercepted. You must wait for the package to arrive and contact our customer service team via email within 14 days of receiving the package to initiate the standard return process.

---2. Financial and Customs Terms (Applicable to All Customers Worldwide)

If you choose to exercise your 14-day return right for a shipped order, you must return the goods in accordance with the following strict terms:

Return Shipping Costs: Direct shipping costs for goods returned from overseas are borne by the buyer. We do not provide prepaid return labels or reimburse postage.
Customs and Clearance Fees: Gaming mice and electronic products are subject to strict customs inspections. Any international customs clearance fees, import duties, VAT, or brokerage fees (including fees levied by Chinese customs) incurred during the return process are borne by the buyer.
Refund Deduction: If your return incurs any customs duties, import taxes, or unpaid customs clearance penalties upon delivery, we will deduct the corresponding amount from your final refund.
Customs Declaration Responsibility: Buyers must accurately complete the customs declaration form (e.g., clearly state "Return - Failed Purchase/Return to Manufacturer" in the package description and declare the original purchase price). If the package is detained, delayed, or abandoned by Chinese customs due to false declaration, a full refund will not be issued.
Original Shipping Fee Refund: We will refund the product purchase price plus our standard shipping fee. Expedited or express shipping fees selected at initial checkout are non-refundable.

---3. Anti-Fraud and Product Condition Inspection (Globally Applicable)

To ensure a refund, all returned gaming mice must meet the following stringent quality standards upon arrival at our factory:

The mouse must be brand new and unused, and retain its original packaging. All accessories (wireless receiver, cable, spare feet, anti-slip mat) and instruction manual must be intact.

All serial numbers (S/N) must match our original shipping records.

Any item with physical damage, user modification, or unauthorized disassembly (e.g., altered switches/sensors) will be rejected. Placing an order indicates your agreement to this policy.

Note:
Please contact our customer service team for the accurate factory return address and customs clearance instructions. All returns must be sent via a reliable and trackable international logistics service. We are not responsible for packages lost, stolen, or damaged during international shipping.

REFUNDS

1. I don't like the product and want to return it.

If the return is not due to a product quality issue, customers who wish to return the product must apply within 14 days of receiving the product/package. We will refund the full product cost, but not the shipping cost. If the return is due to the customer's own reasons, the customer shall bear the round-trip shipping costs or other expenses that may arise. The return shipping cost depends on the courier company chosen by the customer, and the customer needs to prepay the return shipping cost; our warehouse does not accept cash-on-delivery shipments. After shipping the goods, please be sure to inform us of the tracking number of the returned goods. After the goods arrive at our warehouse, we will only refund the price of the goods (we do not bear the shipping cost back to the RAWM warehouse). You can send an email to support@rawmtech.com to get our warehouse address for returning the goods.

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, we will automatically refund the money to your original payment account. Please note that it may take some time for your bank or credit card company to process and credit the refund.

2. If the goods received are damaged or incorrect due to our fault, the customer does not need to bear the shipping costs.

To report damaged or incorrect goods, please follow these steps:

1) Contact our customer service team via email at support@rawmtech.com.

2) Please provide pictures and descriptions of the damaged or incorrect items, along with the order number associated with the relevant items.

After receiving your email and assessing the damage, we will contact you to determine the next steps. Please note that all damaged, defective, or incorrect items must be reported within 3 days of receipt. As we are currently unable to obtain return labels from the logistics company, we need your assistance in verifying the shipping cost for returning the items via registered postal service. Thank you.

3. If a package is returned and destroyed due to incorrect delivery address or phone number provided by the customer, our company will not issue a refund, and the buyer will bear all losses.

How long will it take to receive my refund?

It may take 1 to 2 weeks for your return to reach our warehouse. Once we receive and inspect your return (usually within 72 hours of receipt), we will process your refund within 2 business days and automatically refund it to your credit card or original payment method. Please note that it may take an additional 2 to 10 business days for the refund to appear on your account, depending on your credit card company.

REPAIR

All products that remain in their original condition and have not been opened or disassembled are covered by a 1-year warranty. Any machine that has been opened or disassembled is not covered by the warranty; products outside the warranty are not eligible for return or exchange for any reason.

Customers must provide evidence of product defects and report them to the seller. Before sending the product for repair, customers must first attempt to confirm whether the product is defective. If the product is indeed defective and has not been opened, your product is eligible for free warranty service. Customers only need to bear the shipping costs for sending the product back and receiving it after repair; the repair costs and replacement parts are free of charge. During the repair process, any non-original parts may be discarded, and any components in the original product may be replaced as needed during disassembly and repair.

REPLACEMENT PARTS

In some cases, we may offer the option of sending replacement parts only. If the customer agrees to receive replacement parts, this decision is irreversible, and the customer will lose the right to return the product for repair for that specific issue. Successfully repairing the product using the provided replacement parts will not void the warranty, but any parts damaged during the process are not covered by the warranty. Any unauthorized modifications or customizations may void part or all of the warranty. Please contact us for authorization. Replacement parts are processed the same way as new orders – usually delivered within 7 to 14 days. If you need to return a product for replacement, we will ship the replacement item after receiving the returned product.

Please note that we reserve the right to refuse refunds under the following circumstances:

• Failure to comply with the refund policy instructions;
• Return request submitted after the return period has expired;
• Damage caused by improper use or handling by the customer.
• The product is not resalable.

We will determine whether to accept the refund request at our own discretion. Please feel free to contact us if you have any questions or concerns.