1. Changed your mind (Online Sales Only)

If once you have received your gear and have a change of heart, don’t worry, as long as the following is adhered to, you will receive a no-fuss full refund:

• You notify us within 30 days of receiving your product(s). If you ordered multiple products, the 30 day period starts from when you receive your last product.
• The product(s) must be ‘as new’, unused and in its original packaging. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
• All cables, manuals, drivers and promotional items are part of the order and must be returned in order for you to receive a full refund.
• The product(s) are shipped in a suitable outer box with bubble wrap or similar protective packaging to avoid any damage to the manufacturer’s packaging and subsequent deductions from your refund.
• Product(s) are not lost or damaged in transit. We strongly recommend you use recorded/signed delivery for protection including insurance for the value of your order to protect against any loss of item(s).
• The product(s) must be returned within 14 calendar days of notifying us of the return/cancellation. If product(s) are not received within this timeframe, the return request may be cancelled.

Please note, all products returned under the ‘Consumer Contract Regulations’ will be at your own expense, ensuring that we receive the products undamaged by transit.

2. Damaged during delivery

For any product(s) damaged during delivery, please let us know within three calendar days of receiving delivery. If it’s possible to see any damage prior to opening your package, state this on the courier’s delivery note when signing for the package and take photos of the damage.

When returning the product(s), please ensure all original packaging is used and that all cables, manuals, drivers and promotional items are included, as accessories are part of the order and must be returned in order for you to receive a full refund.

3. Missing items

On the rare occasion that this happens, please let us know within seven calendar days of receiving your delivery. When we receive your email, we will then investigate to determine the cause. If we receive your notification after the seven day period, we will not be able to perform the investigation. Refunds or replacements will not be issued until the investigation is complete which can take up to 14 days.

4. Faulty on Receipt (DOA)

We have a Dead On Arrival (DOA) period of 30 calendar days in which you can return your product(s) for a replacement or refund, however, we recommend contacting the manufacturer to troubleshoot the problem before arranging a return, as many times products thought to be faulty actually work. This often happens due to poorly written manuals, installation/instruction being more complicated than usual or even software configurations. We strongly recommend this as you will be charged the cost of the return shipping for any products returned with no fault found.

After you have discussed your issue with the manufacturer and they confirm that there is a fault, please complete the process listed in the steps here to allow us to rectify the issue promptly for you.

If the product(s) are to be returned for a refund, please ensure to include all packaging, cables, manuals and drivers, as accessories and promotional items are part of the order and must be returned in order for you to receive a full refund.

5. Faulty under warranty (After DOA period)

Please be aware that products that fall under consumables (mouse skates, feet, grips) are not covered by the "Faulty under warranty" section. If you have any issues with these products, please get in touch within 30 days of receiving the item.

If a fault occurs with any of your gear outwith the 30 days, then as long as your item is within the warranty period offered by the manufacturer, you are entitled to a warranty repair or replacement, depending on the product.

The fastest way to resolve your issue will be dealing with the return directly with the manufacturer, however, we are happy to handle the repair or replacement on your behalf.

Again, please ensure you troubleshoot your problem with us or the manufacturer before requesting a return, as any item that is determined not faulty or damaged, will be returned to you and you will be charged the cost of return shipping.

Any product(s) returned for repair or replacement are to be sent without the accessories, as we are unable to guarantee that they will stay with the original product through the process.

Unfortunately, we are not able to specify specific turnaround times due to the varying processes required by each manufacturer and/or types products, but we promise to have all requests dealt with as quickly as possible.

6. How to notify us

To request a return, fill in the form found on the Returns page.

To notify us of missing items or have any questions regarding our return process, just drop us an email at customercare@esportsgear.uk.

Please remember to include your order number.

7. Refunds

We aim to have refunds processed within 14 days of receiving the item(s), depending on the reason for return. For faulty items, refunds will be processed as soon as tests are completed and the fault is confirmed.

All refunds will be issued to your original payment method or as store credit.