Support
Refunds and Returns
You changed your mind
You might change your mind, it’s not a big deal. If you just placed an order and would like to cancel or modify it, the best thing to do is to contact us directly via chat. Our team is available from Monday to Friday from 10 a.m. to 6 p.m. CET.
We can modify your order if it is in one of the following statuses in your customer area :
- Waiting for payment
- Waiting for preparation
- In preparation (except for product customization)
If the order has already been shipped, you will have to wait until you receive it to return the item(s) you no longer want.
You have up to 30 days to change your mind, return your order and request an exchange or refund. After 14 days, the refund will be in the form of a credit note.
Return costs : in the case of a return following a change of mind, the actual costs related to shipping and return costs are the responsibility of the customer.
Only products returned as a whole, in their original packaging, complete and undamaged ( including accessories ) and in perfect resale condition, will be taken back.
Upon receipt of the package, our team will judge the condition of the returned product(s). Returned products must be sent back in a shipping package, in order to avoid any damage to the original packaging. Products that have been personalized (StatTrak, NameTag) and Limited edition products cannot be returned under any circumstances.
There is a problem with your order
You can request a return authorization if :
- The product is defective
- The product is damaged
- The product is not the one ordered
Return costs : in the case of a return linked to a defective product or an error on our part, we cover the return costs.
Products that show signs of wear or unreasonable use will not be eligible for a refund.
1) I complete the form below specifying the reason for the return and I wait for its validation
2) I carefully package my complete product (including accessories) and stick the return label on the package
3) I drop off my package as soon as possible at the reception of the post office of my choice
4) I wait for my exchanged product to be delivered, my credit note or my refund to get credited
Return request form
In order to guarantee optimal processing and tracking of packages returned to us, a return authorization is necessary.
Refund
You can request a refund following an order cancellation or a return of one or more products.
Following a cancellation before your order has even been shipped, you will be refunded within 48 working hours via the payment method used to pay for the order.
In the case of a return, the package must first be accepted by our team, who will then check the packaging and product condition before deciding on a refund.
If the product is eligible for refund, this will be effective within 48 hours and made directly via the payment method used to place the order.
