Application for Goods Return Service

You may request our Return & Refund Service:
√ Within 7 calendar days of receiving a product, the product packaging, accessories, gifts and manual are complete, is free from man-made damage, and has no impact on the secondary sales;
√ Within 7 calendar days of receiving a product if the product has a manufacturing defect.

Return & Refund Service will not be provided where:
× The request for goods return is made more than 7 calendar days from the date of receipt;
× The returned goods are incomplete, or the outer packaging, accessories, gifts or manual thereof are incomplete, or the appearance is damaged due to man-made cause;
× The legal proof of purchase or receipt is not provided upon return of goods, or is reasonably believed to have been forged or tampered with;
× There is physical damage that is not caused by the quality of the product itself or the quality problem of product caused by unauthorized dismantling, use and operation in violation of manual;
× Any label, machine serial number or anti-counterfeiting mark, etc. is torn up or altered;
× The product is damaged due to force majeure, such as fire, flood, lightning and traffic accident, etc.;
× Other circumstances described in the policy.

Instructions for Return of Goods
If you intend to return the goods you have received, please contact Hecate Customer Support within 7 calendar days after the goods are received.
You can send an application for return of goods to the email address support@hecategaming.com to apply for a return (it is recommended to use the email address you used when placing the order in Hecate Mall to contact us), and we will deal with your application within 1-2 working days after the email is received.
You are required to provide the following goods return information:
1) Order number
2) Telephone number
3) Contact email
4) Name and quantity of product to be returned
5) Serial number of product to be returned
6) Reason for return
7) Picture or video of product and complete package

Time of Refund
The refund will be processed using the same payment method as the payment. The refund process will be completed within 7-14 working days, depending on your bank or credit card issuer.

Freight of Return
For return of goods caused by reasons other than the damage due to product performance failure, all other expenses such as transportation expenses and customs duties, etc. that may be incurred during the goods return process will be borne by the customer.

Application for Goods Replacement Service
You may request our replacement service:
√ Within 15 calendar days after the customer receives the goods, it is found that the product has been damaged in the process of transportation and the goods damage certificate issued by the transportation company can be provided;
√ Within 15 calendar days after the customer receives the goods, it is found that the product has serious inconsistence with the original product description in one or more important aspects;
√ Within 15 calendar days after the customer receives the goods, it is found that the product has a performance failure rather than man-made damage.
Replacement Service will not be provided where:
× The request for replacement is made more than 15 calendar days after the date of receipt;
× The legal proof of purchase or receipt is not provided upon replacement of goods, or the receipt is forged or altered;
× The product to be replaced is incomplete, or the appearance is damaged due to man-made cause;
× It is found upon test by Hecate’s technical support department that the product itself has no quality problem;
× There is the physical damage that is not caused by the quality of the product itself or the quality problem of product caused by unauthorized dismantling, use and operation in violation of manual;
× Any label, machine serial number or anti-counterfeiting mark, etc. is torn up or altered;
× The product is damaged due to force majeure, such as fire, flood, lightning and traffic accident, etc.;
× The request for replacement is made due to goods damage caused by transportation but the goods damage certificate issued by the transportation company is not provided;
× Other circumstances described in the policy.

Other Instructions
√ If the customer applies for replacement of goods within 15 calendar days after the product is received due to product problem, then Hecate will replace the product with another product of the same model for the customer. If the product is out of stock and in case that the customer agrees, the product can be replaced by another product of other model.
√ If the customer applies for warranty service due to product problem 15 calendar days after the goods are received, Hecate may choose to use replacement service instead of repair according to the maintainability of the product. The replacement products or parts provided by Hecate may not be brand new, but they are definitely in good working condition and at least have equivalent performance to that of the replaced products or parts. The replaced product or parts are entitled to the same warranty service during the remaining warranty period of the original products.
√ If Hecate is unable to provide customers with repair or replacement services, a partial refund will be provided according to the product use period. For more information, please contact Hecate.

Instructions for Replacement of Goods
If you intend to request for replacement of the goods you have received, please contact the Hecate Customer Support within 15 calendar days after the goods are received so as to handle the replacement.
You can send an application for replacement of goods to the email address support@hecategaming.com to apply for a replacement (it is recommended to use the email address you used when placing an order in Hecate Mall to contact us), and we will deal with your application within 1-2 working days after the email is received.
You are required to provide the following goods replacement information:
1) Order number
2) Telephone number
3) Contact email
4) Product name
5) Serial number of product
6) Reason for replacement
7) Picture or video of product and complete package
Freight of Replacement
For the replacement caused by damage due to product performance failures, Hecate will bear the round-trip freight of replacement.