Return Policy

1. Our Commitment to Quality

At Redot, every product we supply — from professional ergonomic gaming chairs to wrist rests, keyboard trays and recovery accessories — is selected and tested to meet the demanding standards of competitive esports environments. We take pride in delivering equipment that performs reliably over thousands of hours of use. In the event that a product does not meet your expectations or arrives with a defect, this Return Policy outlines the steps available to you and the conditions under which returns, exchanges and refunds are processed.

2. Return Eligibility Window

Customers may submit a return request within fourteen calendar days of the confirmed delivery date. To be eligible, the item must be in its original condition, unused and returned in its original packaging with all included components, documentation and accessories intact. Items that show signs of use, assembly, modification or damage caused after delivery are not eligible for a standard return. For commercial bulk orders placed by PC bang operators or professional esports organisations, a separate return assessment process applies as described in Section 7 of this policy.

3. Defective or Damaged Products

If your order arrives damaged in transit or you discover a manufacturing defect upon unpacking, please notify us within seven calendar days of delivery. We ask that you document the issue with clear photographs of the product and packaging and submit this information through our Contact page. Redot will assess the claim and, where a defect or transit damage is confirmed, we will arrange a replacement unit, repair or full refund at no additional cost to you. Return shipping for confirmed defective items will be covered by Redot.

4. Incorrect Items Received

In the event that you receive an item that differs from what was specified in your order confirmation, please contact us within seven calendar days of delivery. We will verify the discrepancy against your original order and arrange for the correct item to be dispatched. Collection of the incorrectly delivered item will be coordinated by our logistics team at no cost to you. We apologise in advance for any inconvenience an incorrect shipment may cause and will prioritise resolution for affected orders.

5. Non-Returnable Items

Certain product categories are not eligible for return once opened or used, due to hygiene considerations or the nature of the product. These include gel wrist rests and cervical traction recovery pillows where the protective seal has been broken. Custom-configured station setups and products that have been installed, adjusted or assembled at the customer's premises are also non-returnable unless a manufacturing defect is confirmed. Products purchased during promotional or clearance sales may be subject to modified return conditions, which will be communicated clearly at the time of purchase.

6. Refund Process

Once a return is received at our facility and inspected, we will notify you of the outcome within five business days. Approved refunds are issued using the same payment method used for the original purchase. Please allow up to ten business days for the refund to appear in your account, depending on your bank or payment provider. Redot reserves the right to apply a partial refund where returned items show signs of use, missing components or packaging damage that reduces the resale value of the product.

Shipping costs paid at the time of the original order are non-refundable unless the return is the direct result of a Redot error or a confirmed product defect.

7. Bulk and Commercial Orders

Returns for bulk orders placed by PC bang venues, training facilities or esports organisations are handled on a case-by-case basis and require direct coordination with our commercial team. Bulk returns must be initiated within ten calendar days of delivery. A minimum of seventy percent of the original order quantity must be returned in original, unopened condition to qualify for a commercial return assessment. Custom installations and venue-wide setup packages are not eligible for return after installation has been completed, except where covered under warranty for defective units.

8. Exchanges

If you wish to exchange a product for a different model or size, please contact us within fourteen days of delivery. Exchanges are subject to stock availability. Where the replacement item carries a higher price, the difference will be invoiced prior to dispatch. Where the replacement carries a lower price, the difference will be refunded following inspection of the returned item. Exchange requests follow the same condition requirements as standard returns; items must be unused, undamaged and in original packaging.

9. How to Initiate a Return

To begin the return or exchange process, please contact our team via the Contact page on our website or by calling our customer service line. Provide your order reference number, a description of the issue and, where applicable, photographic evidence of any damage or defect. Our team will guide you through the next steps and provide a return authorisation reference. We do not accept returns that arrive without prior authorisation, as this may delay your refund or exchange significantly.