Refund policy

Effective date: October 9, 2026

Custom and personalized orders

Custom-designed and personalized items are excluded from voluntary change-of-mind returns. This includes customer-requested designs, uploaded artwork, names, logos, and bespoke configurations. Custom or personalized orders may be cancelled within 2 hours of purchase or before work begins, whichever comes first. This exclusion does not remove coverage for a defect, shipping damage, an incorrect or materially not-as-described order, our written limited warranties, or any right provided by applicable law.

Standard, non-custom design returns

For website orders placed on or after October 9, 2026, eligible standard, non-custom designs may be requested for return within 7 calendar days after delivery. This applies to standard designs sold as listed, without a customer-requested custom design or personalization. To qualify, the item must be unused, in its original condition, and returned with included accessories and original packaging when reasonably possible. Contact support@powerflowgaming.com before sending a return. Return instructions and the correct return address will be provided after the request is approved.

Return shipping and refunds

For an eligible change-of-mind return, the buyer pays for tracked return shipping and is responsible for safe packaging. We do not charge a restocking fee. Original shipping charges and optional expedited charges are not refundable unless required by law. After the return is received and inspected, an approved refund will be issued to the original payment method. Processing time at the bank or payment provider is outside PowerFlow Gaming's control. A deduction may apply for missing parts, damage, or use beyond what is reasonably necessary to inspect a non-custom item, to the extent permitted by law.

Damaged, defective, incorrect, or not-as-described orders

Please contact us promptly if an order arrives damaged, defective, incorrect, or materially not as described. Include the order number, a description, and clear photos when reasonably possible. We will evaluate the issue and provide the appropriate remedy under the applicable warranty, shipping protection, marketplace rules, or law.

Existing orders and protected rights

The 7-day window and custom-design exclusion apply to voluntary change-of-mind returns only. They do not limit warranty claims, remedies for defective, damaged, incorrect, or materially not-as-described goods, or statutory consumer rights. Where applicable law or a regional return rule provides greater protection, that protection applies, including applicable Managed Markets EU return and cancellation rights. Orders placed before this revised policy was published keep the return terms offered at purchase. Any more protective written order-specific terms continue to apply.

Marketplace purchases

Etsy, eBay, Mercari, and other marketplace orders must be handled through the marketplace's required messages, return request, and case tools. If a marketplace rule gives the buyer greater rights than this policy, the marketplace rule applies to that transaction.

Warranty and repair service

A warranty claim or repair request is different from a return. Use the Repair & Warranty Claims form for service. Eligible website TMR purchases are governed by the Lifetime Drift Limited Warranty.