Refund Policy

AceGamer is committed to providing clear and hassle-free refund service for products purchased from acegamerstore.com. This Refund Policy explains how refunds are handled for quality-related and non-quality-related cases.

For full return rules, including return window, product condition, return method, return shipping cost, and warranty entry, please see our Returns & Refund Policy.

1. Quality-Related Refunds

For confirmed quality-related issues, AceGamer may provide a full refund, free replacement, or other suitable solution depending on the case.

  • AceGamer covers the return shipping cost for confirmed quality-related issues.
  • If a return is required, AceGamer will provide return instructions.
  • If a return is not required, the refund or replacement will be processed after the claim is approved.

Examples of quality-related issues include:

  • Buttons, triggers, or joysticks not working
  • Charging, power, or connectivity failures
  • Firmware or software malfunctions
  • Damaged, defective, or wrong items received
  • Shipping damage reported within 48 hours of delivery

2. Non-Quality-Related Refunds

Non-quality-related refunds include change of mind, wrong model purchased, wrong color purchased, no longer needed, or other buyer’s remorse reasons.

  • Refund requests must be made within 30 days after delivery.
  • New, opened, or slightly used products may be eligible for return.
  • The product must be in resalable condition and returned with all original packaging, accessories, manuals, and proof of purchase when possible.
  • Customers are responsible for return shipping costs for non-quality-related returns.
  • AceGamer does not charge any restocking fee.

For non-quality-related returns, the refund equals the order amount minus the actual return shipping cost charged by the carrier.

Alternatively, if you choose to keep the product, you may request a partial refund of 25% of the order value for eligible non-quality-related cases.

Example: If return shipping is $20 and the order total is $100, your refund will be $80.

3. Refund Processing Time

  • Claim review: Within 24 hours, Monday–Friday.
  • Refund issued: Within 5 business days to the original payment method after the returned item is received and inspected, or after a refund-only request is approved.

The final time for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

4. How to Submit a Refund Request

Please email us before sending any item back.

Please include:

  • Order number
  • Product name
  • Reason for refund
  • Photos or videos if the issue is quality-related

Email: support@acegamerstore.com

We aim to respond within 24 hours, Monday–Friday.

5. Related Policies

Contact Information

If you have any questions about your order, refund, return, shipping, or warranty, please contact us through the following channels:

Email: support@acegamerstore.com

Phone: +86 512 65812606

Business hours: 9:00–18:00, GMT+8, Monday–Friday

Mailing Address:

Room 533, Building 1, Xinyue Life Plaza, Changqiao Street, Wuzhong District, Suzhou, Jiangsu, 215000, China

Last updated: September 10, 2025

Return and Exchange Process

Simple Steps for Hassle-Free Returns and Exchanges

  • Step1

    Submit Your Request

    Email us at support@acegamerstore.com with your order number, product name, and details about the issue. Please include photos or videos if applicable.

  • Step2

    Approval & Refund/Replacement

    We will review your request and confirm the solution: refund, return, or replacement, depending on the issue.

  • Step3

    Confirmation

    Once approved, refunds, returns, or replacements will be processed within 5 business days, and you will be notified of the outcome.

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