Returns & Refund Policy

AceGamer accepts eligible returns and refunds for products purchased from acegamerstore.com. This page explains our return window, accepted return reasons, product condition, return method, return shipping cost, refund processing time, and warranty entry.

Quick Summary

  • Return window: Returns may be requested within 30 days after delivery.
  • Accepted returns: We accept both quality-related and non-quality-related returns.
  • Product condition: New, opened, or slightly used products may be eligible for return.
  • Return method: Returns are accepted by mail only. Please contact support before sending any item back.
  • Return shipping cost: AceGamer covers quality-related issues; customers cover non-quality-related returns.
  • Restocking fee: No restocking fee.
  • Refund processing time: Refunds are processed within 5 business days after the returned item is received and inspected, or after the refund request is approved.

1. Return Window

You may request a return within 30 days after your order is delivered.

2. Accepted Return Reasons

We accept returns for both quality-related issues and non-quality-related reasons.

Quality-related issues include defective items, damaged products, wrong items, buttons, triggers, or joysticks not working, charging or power failures, connectivity failures, firmware or software malfunctions, or shipping damage reported within 48 hours of delivery.

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

3. Product Condition

New, opened, or slightly used products may be eligible for return. For non-quality-related returns, the product must be in resalable condition and returned with all original packaging, accessories, manuals, and proof of purchase when possible.

For quality-related issues, please contact us with your order number and clear photos or videos so we can review the case.

4. Return Method

Returns are accepted by mail only. Please contact AceGamer support before sending any product back. Items returned without contacting us first may not be accepted.

Email: support@acegamerstore.com

5. Return Shipping Cost

  • Quality-related issues: AceGamer covers the return shipping cost or provides a free replacement or full refund depending on the case. If a return is required, AceGamer will provide return instructions.
  • Non-quality-related returns: Customers are responsible for the return shipping cost.

6. Restocking Fee

AceGamer does not charge any restocking fee.

7. Refund Amount

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

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.

8. 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.

9. Warranty Claims

For warranty claims, please see our Warranty Policy.

10. Shipping Information

For shipping regions, delivery time, order processing time, and lost package handling, please see our Payment & Shipping Policy.

11. How to Submit a Return or Refund Request

Please email us before sending any item back.

Please include:

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

Contact Information

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

Email: support@acegamerstore.com

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

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