Refund policy

At MenTide, we are committed to ensuring your satisfaction with every purchase of our mice, controllers, and headphones. If you are not entirely happy with your order, we offer a straightforward, fair, and transparent refund process. Please read the following policy carefully to understand your options and obligations.

Refund Eligibility

You may request a refund within 30 days from the date of delivery. To be eligible for a full refund, the item must meet all of the following conditions:

  • The product is unused, unopened, and in its original packaging with all accessories, cables, manuals, and tags intact.
  • The product shows no signs of physical damage, scratches, or tampering.
  • The original proof of purchase (order confirmation email or receipt) is provided.
  • The return request is submitted via email before the 30-day period expires.

Non-Refundable Items

Certain items are not eligible for a refund unless they arrive defective or damaged. These include:

  • Products that have been opened or used, unless they are faulty due to manufacturing defects.
  • Items purchased during clearance or final sale events, which are marked as "Final Sale" at the time of purchase.
  • Accessories or free promotional items included with a purchase, unless the main product is also returned.
  • Digital downloads, software codes, or any product that has been activated or registered.

How to Request a Refund

To initiate a refund, please follow these simple steps:

  1. Send an email to [email protected] with the subject line "Refund Request – [Your Order Number]".
  2. Include your full name, order number, the product name, and the reason for the return.
  3. Attach clear photos of the product (if it is damaged or defective) and a copy of your order confirmation.
  4. Our support team will review your request within 1–2 business days and reply with the next steps, including the return shipping address if applicable.

Return Shipping

For eligible returns, the customer is responsible for return shipping costs unless the product arrived damaged, defective, or incorrect. In such cases, MenTide will provide a prepaid return label or reimburse reasonable shipping costs upon verification. We recommend using a trackable shipping method, as MenTide is not responsible for lost or damaged return packages.

Refund Processing Time

Once your returned item is received and inspected (typically within 3–5 business days), we will notify you of the approval or rejection of your refund. If approved, the refund will be issued to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.

Partial Refunds

In certain situations, a partial refund may be granted. These include:

  • Items returned with missing accessories or packaging, where a deduction will be applied.
  • Products showing signs of use or minor damage that does not affect functionality.
  • Late returns (after 30 days) that are still accepted at our discretion, subject to a restocking fee of up to 15%.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please contact us within 48 hours of delivery. Include a description of the issue and photographic evidence. We will arrange a replacement or a full refund, including any return shipping costs, at no charge to you.

Exchanges

If you wish to exchange a product for a different model, color, or size, please follow the refund process above and place a new order separately. Exchanges are subject to product availability. We do not offer direct exchanges; instead, we process a refund for the original item and you can place a new order at your convenience.

Late or Missing Refunds

If you have not received your refund after the stated processing time, please first check your bank or credit card account again. Then contact your financial institution, as there is often a processing delay before the refund is posted. If the issue persists, email us at [email protected] and we will investigate promptly.

Contact Us

For any questions or concerns regarding this refund policy, or to initiate a return, please email [email protected]. Our customer care team is available Monday through Friday, 9:00 AM – 6:00 PM (GMT+8), and will respond to your inquiry within 24–48 hours. We are here to help make your MenTide experience smooth and worry-free.