Return & Refund Policy

Please Note: If you received your xScreen as a reward on crowdfunding (Kickstarter, Indiegogo or PledgeManager), see Crowdfunding Warranty and returns

Returns / Change of Mind

We do not offer returns or refunds for change of mind.  Because we ship globally out of Hong Kong the return shipping costs can often exceed the price of the  item and so it is not feasible for us to offer this service. 

Cancellations

All orders where stock is available, are to be processed within 1-2 business days. If a customer wishes to cancel their order, they must email us within 12 hours of their order being placed. This is to make sure it is not shipped before the cancellation is requested. To cancel your order, please send us a written request to sales@upspecgaming.com.  Once an order has shipped it cannot be cancelled.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Note that the payment gateway fees are non-refundable. 

• PayPal fees 3.6%+.30c  - Example: Refund on xScreen: $249.99 - ($9.30) =  $240.69 (refunded amount)
• Shopify fess 4.80% - Example: Refund on xScreen: $249.99 - ($12) =  $237.99 (refunded amount)

Late or Missing Refunds for Cancellations (if applicable)

If you haven’t received a refund from a cancellation yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@upspecgaming.com. 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@upspecgaming.com. 

Warranty

We offer a 1-year manufacturer warranty and will resolve any failures or defects that occur through normal use. Our support staff is always available to help as well, so if you're having issues using your product please let us know and we'll take care of it. Contact us at sales@upspecgaming.com. 

Any product sent out to replace a faulty product will not be covered by this warranty and cannot be replaced. This is to prevent anyone from exploiting our quick turnaround system for replacements.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.