Refund policy

Refund Policy

At LeoNalu, we are committed to your complete satisfaction with every purchase of our headsets, mice, and controllers. If you are not entirely satisfied with your order, we are here to help.

Eligibility for Refunds

To be eligible for a return and refund, your item must be:

  • Unused and in the same condition as you received it.
  • In its original packaging, including all accessories, manuals, and tags.
  • Accompanied by the original proof of purchase (order number/invoice).

Returns must be initiated within 30 days from the date you received the item.

Non-Returnable Items

Certain items are not eligible for return unless defective or damaged upon arrival:

  • Opened software or downloadable content.
  • Personalized or custom-configured products.
  • Items damaged due to misuse or improper handling.

Return Process

  1. Contact Us: Before sending any item back, please contact our support team at [email protected] with your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.
  2. Ship the Item: Securely package the item and include the RMA number clearly on the outside of the package. Ship it to the address we provide. We recommend using a trackable shipping service.
  3. Inspection & Refund: Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original method of payment within 5-10 business days.

Refunds

You will receive the full item price refunded, excluding original shipping and handling charges. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong or defective item shipped).

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label for you and expedite a replacement or full refund at no extra cost.

Contact Us

If you have any questions about our Refund Policy, please do not hesitate to contact our customer support team.

Email: [email protected]