Standard Return Policy

Thank you for purchasing your item(s) through raizer.live. For eligible products, you have up to 14 calendar days from the date you received your item(s) to initiate a return.
Please take note that:

• Only items that have been purchased directly through raizer.live can be returned to us
• The returned items must match the original order, including the correct serial numbers
• Items that do not match will not be accepted or processed
• If you receive an incorrect item, please contact our support team for further assistance before returning the item
• The product must be returned in its original condition and packaging with all accessories intact
• Returned items must have no visible signs of wear or use
• All promotional, bundled products that are part of the order and Gift with Purchase should be returned together
  

Please note the following exceptions:

• Razer products purchased through other retailers must be returned in accordance with their respective returns and refunds policy
• Gift Cards
• Skins and Customs (Personalized Products)

To initiate a return, please follow the steps below:

• Click on START MY RETURN
• In “Contact Razer Support” choose “raizer.live Orders” and click ”Return My Purchase”
• Click on “Submit A Support Case” and fill in the form
• Follow the steps in the flow to kickstart your returns

Additional information:

• For customer convenience returns, you may select your preferred carrier and arrange for a return
• If you choose to ship the item using your preferred carrier, you are responsible for the return shipping cost and following up with the carrier on the status of the return
• We strongly recommend that you use a trackable carrier service
• You will not receive a refund, nor will the item be shipped back to you if:
  • Items are returned without prior authorization i.e. without a Return Merchandize Authorization (RMA)
  • Items are returned past the designated return window period
  • Returned items do not match the original order details, including serial numbers
  • Returned items are damaged, not fully resealable or not in their original condition
• We are not liable for any items that are lost or damaged in transit during the return process
• Please request for and retain the drop-off receipt until you receive your refund. Not doing so could result in a delay of, or failure to receive your refund.
• A refund will be provided for the amount paid for the returned product, excluding any charges for the initial shipping of the product when it was purchased
• It can take up to 14 business days for us to receive and process your return upon receipt of your item at the returns center. After the return is processed the refund will be credited back to your original mode of payment within 5-7 business days
• Refunds on products purchased using a Gift Card will be issued to you in the form of replacement Gift Cards
• We reserve the right to discard any items returned without prior authorization. Unauthorized returns will not be processed, refunded, or returned to the sender

ATLAS PRO - SPECIFIC REFUNDS AND RETURNS POLICY

You have up to 30 calendar days to return your Atlas Pro from the date you received it, based on our tracking records. Should you wish to return the Atlas Pro within 30 days of purchase, we’ll be covering the cost of return to ensure minimal fuss and maximum flexibility.

GAMING CHAIRS - SPECIFIC REFUNDS AND RETURNS POLICY

We offer free returns within 14 days of receiving your order. You can return your chair and get a refund within 5-7 business days of receipt of the returned item.

How to Return Your Gaming Chair

• You are responsible for properly packing, shipping, and labelling the gaming chair as “Returned Goods” together with the shipping label provided in the original packaging.
• Please disassemble the gaming chair completely and carefully place it back in its original packaging to prevent any damage during the return process. The item must be returned together with its original packaging in the same condition as supplied to you with no missing parts (including any replacement parts that you have received).
• Please ensure that the shipping label is attached to the product you are returning in its original packaging.

Disclaimer

We will not be liable for any returned items that are lost or damaged. If we find that that the product has not been returned to us in a fully resaleable condition, inclusive of full packaging, we reserve the right to refuse a refund on the item.

BLACKPINK x RAZER - SPECIFIC REFUNDS AND RETURNS POLICY

Customers are encouraged to return any complimentary Gift With Purchase (GWP), where possible, together with the product. Returns and refunds will be processed in accordance with applicable local laws and are not dependent on the return of any complimentary items.

RAZER APPAREL AND ACCESSORIES - SPECIFIC REFUNDS AND RETURNS POLICY

Return Policy for Apparels, Bags, Sneki Snek Products, and other accessories (collectively termed as “apparel and accessories”)

1. The apparel and accessories return policy covers the following items:
   1. Bags
   2. Selected collaborations
   3. Apparel and Sneki Snek Products
   4. Other accessories (Razer Reusable Straw, Razer Hydrator, Razer Gaming Finger Sleeve, Razer Laptop Sleeve, and Razer Masks)
2. Bags
   1. Get 1 year warranty
   2. You have 14 days to return your product from the date it was received
   3. All promotional and bundled products that are part of the order should be returned
   4. Returns that do not meet the eligibility conditions may result in refund delays or the product(s) to be shipped back to you
   5. The warranty covers only manufacturing and workmanship defects, notwithstanding age
   6. The warranty does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, transport damage, and general breakdown of materials over time
   7. Common wear and tear include color fading from sun exposure, worn elastic, and fabric wear, especially in high wear areas such as corners, reflective binding, worn velcro, and worn shoulder or back padding
3. Selected Collaborations
   1. Customers to refer to respective collab pages for more information on warranty
      1. SNEKI SNEK X CARIUMA
      2. RAZER X FOSSIL
      3. RAZER X PANERAI
      4. TUMI | RAZER
      5. RAZER | RETROSUPERFUTURE
   2. For the collaborations listed below, any return and refund request will adhere strictly to Razer’s prevailing refund and exchange policy (Hardware: refer to Razer Standard Return Policy above; Apparel: refer to clause 4 below)
      1. RAZER X BAPE
      2. RAZER X EVISU
4. Apparel and Sneki Snek Products
   1. No returns, exchanges, or refunds will be allowed unless the following:
      1. Product is received in damaged form (e.g tears or defects to seams in the case of apparel)
      2. Incorrect item or sizing shipped out by Razer to customer
      3. The product purchased is a Sneki Snek Wall Light which comes with a 1-year warranty
   2. To ensure successful returns, exchanges, or refunds, please ensure that all items are unworn, unwashed, unaltered, and still have their tags intact.
   3. The following information would be required to facilitate the return, exchange, or refund, please be ready to provide the following information:
      1. Order Number
      2. Date of Order
      3. Item(s) Ordered
      4. Item(s) Received
      5. Pictures of the damaged boxes, or incorrect products
   4. The warranty covers only manufacturing and workmanship defects, notwithstanding age
   5. The warranty does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, transport damage, and general breakdown of materials over time
5. Other accessories
   1. Other accessories include the following products:
      1. Razer Reusable Straw
      2. Razer Hydrator
      3. Razer Gaming Finger Sleeve
      4. Razer Laptop Sleeve
      5. Razer Masks
   2. Return policy for “Apparel and Sneki Snek Products” applies to the above accessories
6. Disclaimer
   1. Other than defective goods, we will not be liable for any returned items that are lost or damaged. If we find that the product has not been returned to us in its original condition and packaging we reserve the right to refuse a refund on the item.

REFUNDS AND OTHER ADDITIONAL TERMS FOR RAZER CUSTOMS PRODUCTS

In addition to the terms and conditions generally applicable to the sale and purchase of Razer products, (including at https://www.raizer.live/hk-en/legal/terms-of-sale and https://www.raizer.live/hk-en/legal/returns-refunds, the following terms and requirements will also apply to Razer Customs products.

Requirements for Razer Customs product refunds:
Each Razer Customs product is designed, customized and manufactured to your individual tastes and preferences. As such, Razer generally will not accept any exchanges, returns or refunds for such products. However, Razer may, under the limited circumstances and subject to the terms below, provide a refund of the purchase price paid for the relevant product.

• A refund may be provided only where we determine, at our sole discretion, that:
  • there is a design or manufacturing defect, fair wear and tear excluded, during the warranty period of one year from the date of purchase;
  • the item was lost or damaged during shipment to you; or
  • the wrong item (including one with a wrong design) was delivered to you.

To initiate a refund, please request a Return Merchandise Authorization (RMA) Number by contacting our support team here: https://mysupport.raizer.live/app/warranty-support

• The refund request must be received by us within 14 days from the date the item was delivered to you.
• You may be required to provide supporting information such as Order Number (or other proof of purchase), Date of Order, description of item(s) ordered, and pictures of the defective product or wrong item.
• Please respond to our emails and/or requests for supporting information relating to your refund claim promptly (and in any case within the timelines we stipulate), failing which, we will not be able to process your claim and your right to receive any refunds may be forfeited.
• Refunds will be issued via the same means / form of payment that was used for the purchase.

Other Terms:

• You are solely responsible and liable for any artwork, design, words, statements, material or content submitted by you in connection with your Razer Customs order (“Customer Content”). Razer shall have no liability whatsoever for Customer Content (including for any breach of intellectual property rights), and you are responsible for ensuring that Customer Content will not breach any intellectual property rights or applicable law.
• Razer reserves the right to, at our sole discretion and without any liability, cancel or reject any order with Customer Content that we deem to be offensive, obscene, immoral or which may otherwise breach any intellectual property rights or applicable law.

START MY RETURN