Refund policy

Mad Catz Store Return and Refund Policy

This policy outlines the procedures for returns, refunds, and warranty claims for products purchased from the Mad Catz store. We aim to provide a clear and fair process for all our customers. Note: This policy applies to all regular orders made through www.madcatz.store. Factory orders (all Non-USA orders) are RMA only.

Return & Warranty Overview

We offer two primary avenues for product returns:

• 7-Day Conditional Return Window: For any reason, including if you have simply changed your mind, you may return a product within 7 days of its arrival. This is subject to the conditions outlined below.

• 2-Year Limited Warranty: For products with manufacturing defects, we offer a 2-year limited warranty. Claims made under warranty are processed through our official RMA (Return Merchandise Authorization) procedure.

To be eligible for any return, your item must be in the same condition that you received it, undamaged, and including all original parts and accessories in its original packaging. You will also need the receipt or proof of purchase.

What is a Manufacturing Defect?

A manufacturing defect is a flaw in a product's materials or workmanship that causes it to fail to operate as intended. This includes non-functioning components, broken hardware upon arrival, or failure to power on despite proper use. It does not cover damage from accidents, misuse, unauthorized modifications, or normal wear and tear.

7-Day Return Process

To initiate a return within the first 7 days, please follow these steps:

1 Contact Customer Service: Email our customer service team at customer-service@madcatz.com to request a return. Please include your order number and the reason for the return.

2 Receive Instructions: Our team will evaluate your request. If your return is accepted, we will send you detailed instructions on how and where to send your package.

3 Ship the Product: You will be responsible for shipping the product to our designated warehouse via USPS Ground Advantage. Please ensure you obtain a tracking number and a receipt for the shipping cost.

4 Provide Shipping Information: Email the tracking number and a copy of the shipping receipt to our customer service team.

Items sent back to us without first requesting a return will not be accepted.

Refund Scenarios & Calculations (Within 7 Days)

The refund amount will be calculated based on the reason for the return and the condition of the product. A $19.95 restocking fee applies to all non-defective returns.

Condition	Reason	Time Window	Decision	Refund Calculation
Opened	Changed My Mind	< 7 days	Allowed	Product Cost (excluding shipping) - $19.95 Restocking Fee + Return Shipping Cost
Opened	Product Issue (Replacement)	< 7 days	Allowed	Return Shipping Cost Only (a new product will be sent)
Opened	Product Issue (No Replacement)	< 7 days	Allowed	Product Cost + Original Shipping - $19.95 Restocking Fee
Unopened / Opened	Wrong Product	Upon Receipt	Allowed	Unopened: Shipping Cost to send back to us (the correct product will be sent) Opened: Shipping Cost to send back to us (the correct product will be sent) - $19.95 Restocking Fee
Unopened	Changed My Mind	< 7 days	Allowed	Full Refund - $19.95 Restocking Fee + Return Shipping Cost (up to the limit of the full original amount paid)

Warranty & RMA Process (After 7 Days)

If you experience a product issue after the 7-day return window has passed, your product is covered by our 2-year limited warranty. For all warranty-related issues, please contact us at customer-service@madcatz.com to initiate a claim.

Product Registration is Required: Please note that you must register the serial number of your product on our website at www.madcatz.com upon purchase to be eligible for warranty support.

Warranty Exclusions

Our warranty covers manufacturing defects but does not cover damages resulting from: accident, abuse, unauthorized repair, improper operation, use of parts not supplied by Mad Catz, lost parts, normal wear and tear, or commercial use. For a full list of exclusions, please refer to the official Mad Catz Limited Warranty available at https://madcatz.com/En/Support/Warranty

Replacement Product Warranty

Any replacement product provided under warranty will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer.

Order Cancellations

If you wish to cancel an order, please notify us immediately. If the product has already been shipped, you will need to follow the standard return process. Once a product has left our warehouse, the order cannot be canceled.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. For defective items within the first 7 days, you may choose between a replacement or a refund as per the table above.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on sale items without a receipt or proof of purchase.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, undamaged, and including all original parts and accessories in its original packaging. You’ll also need the receipt or proof of purchase. All import duties and taxes are the sole responsibility of the customer; no refund will be issued for these charges.

Refund Processing

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 30 business days less applicable adjustments for restocking and/or shipping. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 30 business days have passed since we’ve approved your return, please contact us at customer-service@madcatz.com.