Refund policy

CtrlShiftStore Warranty & Returns Policy

At CtrlShiftStore, we want you to shop with complete confidence. Our promise is simple: if something goes wrong with your product due to a genuine issue, we'll take care of it fairly. We believe in trust, fairness and transparency. This policy protects you while keeping resolutions quick and predictable for everyone.

At a glance: 7-day replacement for DOA items. 1-year warranty on keyboards, mice and premium peripherals. Repair first, then replacement, then an equivalent or upgrade, then a published refund schedule. Lube, film and foam mods never void your warranty. We reply within 2 business days.

1. Unboxing Video: Mandatory for Claims

To process claims for damaged, missing or DOA (Dead on Arrival) products, you must provide a continuous, uncut unboxing video.

Show the sealed package from all sides before opening, with the shipping label and tape or seals intact.
Record the entire opening in one take, with no cuts and no edits.
Clearly show the product box before opening.
Display all contents inside the box (keyboard, mouse, dongle, cables, accessories and so on).
Inspect the product in the video. Show its condition and the defect if it is visible.

Report transit damage or missing items within 72 hours of delivery so we can raise a claim with the courier in time. Other DOA issues can be reported within 7 days (see section 2). If your order arrives in more than one box, record each one.

⚠️ Without a valid unboxing video, we cannot process claims for missing or damaged items. If a defect only shows up during use and the unboxing was normal, a video of the fault is enough.

2. Dead on Arrival (DOA) & First 7 Days

If your product arrives defective or damaged, report it within 7 days of delivery.
In this window, the first course of action is a free replacement, and we pay for pickup and shipping both ways.
If a replacement is unavailable, you choose between a full refund to your original payment method or store credit worth 110% of the product price.
We confirm eligibility within 2 business days of receiving your claim.

3. Standard Warranty (After 7 Days)

All keyboards, mice and premium peripherals carry a 1-year warranty, unless the product page says otherwise.
Cables, batteries and bundled accessories carry a 6-month warranty.
Warranty runs from the delivery date on your order and covers manufacturing defects only.
A repaired or replaced product keeps the remaining original warranty, with a minimum of 90 days from the day we send it back to you.
Warranty stays with the product, so if you gift it or pass it on, the new owner is covered when they have the order invoice.

Repair-first approach. Once the standard warranty period starts (after the 7-day window), we always attempt a repair first. If a repair is not possible, we move down the remedy ladder in section 4.

Repeat-failure rule. If the same fault returns after two repairs, or a repair takes longer than 30 days from the day we receive your product, we skip further repairs and go straight to a replacement or the refund options below.

4. Remedy Order and Refund Schedule

For any valid warranty claim after day 7, we resolve in this order:

Repair.
Identical replacement, subject to stock.
Equivalent product. If the same item is unavailable, we offer a product of similar or higher value. If you choose a higher-priced item, you pay only the difference.
Refund under the schedule below. This applies only when none of steps 1 to 3 can be done or you prefer a refund.

Refunds are calculated on the product price you paid, including GST and excluding shipping.

Months since delivery	Refund to original payment method	Store credit alternative
0 to 7 days (DOA)	100%	110%
8 days to 3 months	90%	100%
4 to 6 months	80%	90%
7 to 9 months	70%	80%
10 to 12 months	60%	70%
13 to 24 months (extended-warranty items only)	45%	55%

The tier is set by the date you first report the claim, not the date we finish it. Courier delays, repair time and weekends never lower your refund. Store credit is valid for 12 months and can be gifted.

5. Consumables

Consumables are items that naturally wear down over time or are one-time-use products: mouse skates and PTFE feet, mouse grip tapes, mousepads and sleeves.

Consumables are not covered under standard warranty, as wear and tear is expected.
They are eligible for replacement only if received defective out of the box (reported within 7 days of delivery with unboxing video).
Once opened and used, consumables are not eligible for return or replacement unless defective on arrival.

Mousepads. DOA cases such as severe print errors or obvious manufacturing defects are covered. Stitching issues and changes in glide, feel or surface wear are not covered, unless the original brand offers warranty for them.

Glasspads. Covered against manufacturing defects on arrival. Wear, scratches or changes in glide over time are not covered. For transit damage, contact support immediately with your unboxing video.

6. What Warranty Covers

Examples of issues covered, when not caused by misuse:

Non-functioning switches or keys, and failed hot-swap sockets.
PCB or controller failures, including rotary encoders, knobs and volume wheels.
Defective mouse sensors, double-clicking or unregistered buttons, scroll wheel faults, and connectivity issues.
Wireless dongle or receiver failure.
LEDs or lighting not working as intended (for example, a colour channel not working).
Battery failure within 6 months, including a battery that no longer holds a charge under normal use.

7. What Warranty Does Not Cover

Accidental damage (drops, spills, power surges and so on).
Normal wear and tear (shine on keycaps, fraying edges of cloth mousepads, scratches on glasspads, surface glide changes, loose USB ports from use).
Modification mistakes, such as improper soldering, torn pads or lifted traces, and switch legs broken during forced removal.
Cosmetic or subjective differences: minor switch feel variations, factory lube inconsistencies, and small rattles or pings that do not affect function.
Third-party firmware that bricks the device, and removed or altered serial numbers.
Products bought from sellers other than CtrlShiftStore or our official marketplace listings.
Products returned without the original box or with major accessories missing. We will tell you before rejecting a claim for this reason, and you have 7 days to send the missing item.

8. Our Modification Promise

👉 Safe modifications never void your warranty. These include lubing switches or stabilizers, switch films, foam and case padding, keycap swaps, switch swaps on hot-swap boards, and official firmware updates.

We will only decline a claim for a modification if we can show it directly caused the fault, and we will send you photos and a written reason when we do. Soldering, desoldering and cutting parts of the product are at your own risk.

9. How Warranty Works

Contact our support team by email, Discord or the website chatbox with your order number, a description of the issue, and proof of the issue (photos or a short video). Add your unboxing video if it is a DOA or transit claim.
We reply within 2 business days, confirm eligibility, and send you a claim number plus packing instructions.
Ship the product to us with the claim number written on the box. Pack it securely, because damage in transit to us is not covered.
We inspect it within 3 business days of receiving it and tell you the outcome.
We aim to finish the repair or replacement within 14 days of receipt. If it will take longer, we tell you why and share updates on Discord or email.
Resolution follows the order in section 4.

10. Shipping Costs

You cover shipping to us, except in DOA cases (section 2), where we pay both ways.
We cover shipping of the repaired or replacement product back to you.
For a confirmed defect after day 7, we credit your outbound shipping cost up to ₹200 as store credit.
If we find no fault, or the issue is excluded under section 7, we send the product back and you pay a flat ₹150 return freight, along with a short diagnostic report.
Products not collected or paid for within 30 days after we notify you may be recycled, and we will always warn you twice before that.

11. Condition of Returned Products

Please clean the product and include the original invoice or order number, all accessories that came with it, and the original box where possible.
A ₹200 cleaning fee applies to units with visible dirt, food residue or liquid residue. Products in an unsafe or unhygienic condition may be declined.
If accessories are missing from a refund or replacement, the cost is deducted at: USB cable ₹200, keycap or switch puller ₹150, spare switches ₹15 each, wrist rest ₹400, original box ₹200. We list every deduction in writing before processing.

12. Refunds

Approved refunds go to your original payment method within 7 to 10 business days.
For cash-on-delivery orders we need your bank details to send the refund.
Store credit is added to your account within 2 business days of approval.
Refunds follow the schedule in section 4, and the DOA refund in section 2 is always 100%.

13. Pre-Orders, Group Buys and Limited Editions

Pre-orders follow our Pre-Order Policy for cancellation and delays. Once the item is delivered, this policy applies in full. If a limited or group-buy item cannot be restocked, we offer an equivalent product first and the refund schedule in section 4 second.

14. Where You Bought

This policy covers purchases from ctrlshiftstore.com. For orders on Amazon or another marketplace, the marketplace's own return window applies for returns. After that window, our warranty process applies, with your marketplace order invoice as proof of purchase.

15. Fair Use

We trust our customers, and we ask for the same in return. We may decline a claim if the serial number does not match the order, a different product is returned, or the same customer files repeated unfounded claims. We always explain a decline in writing. If you disagree, reply to the same email within 7 days and a second team member will review the case.

16. Changes to This Policy

The policy in force on your delivery date applies to your order, so later updates never reduce the coverage you already have. We publish the date of each update at the top of this page.

17. Contact

Email, Discord and the website chatbox are all monitored. Include your order number and claim number so we can help faster.

18. Our Promise

CtrlShiftStore isn't just a store. It's a community. We stand by what we sell, and we'll always choose fairness over fine print. If there's a genuine issue, we'll make it right.