Return & Refund Policy

Last updated: September 26, 2026

Pre-sale Product Notice

Pre-sale products are custom-made, small-batch production items. By placing a pre-sale order, you acknowledge that production and delivery require significantly more time than for regular retail orders.

The production and delivery timeframe is at least 4 months; please refer to the product page for the most current estimate. In case of delays, delivery priority will be given according to the order of payment time.

If we are unable to ship your order within the stated timeframe, we will notify you promptly with a revised estimate. You may then choose to wait or cancel your order for a full refund to your original payment method.

Refund rules for pre-sale orders are set out in the Pre-sale Deposits section below: blind deposits are strictly non-refundable; High-Spec / Base deposits are refundable to the original payment method until the lock-in deadline and non-refundable after lock-in; all formal pre-sale orders are final sale.

Pre-sale Deposits

Blind deposits ($1) are strictly non-refundable.
High-Spec / Base deposits are refundable to the original payment method until the lock-in deadline announced on the product page; after lock-in they are non-refundable.
High-Spec and Base deposits convert into version-locked store credits at the official launch; the $1 blind deposit does not convert. Credits expire as stated on the product page; expired credits are forfeited.
All pre-sale deposits and locked-in pre-sale orders are final sale; however, defects or DOA (dead on arrival) and your statutory rights are not affected — the 7-day window and Limited Warranty below still apply. For special circumstances, please contact us.
All presale benefits are void if the corresponding deposit is refunded.

Return & Refund Policy

Our policy lasts 7 days from the date of delivery, covering manufacturing defects and DOA (dead on arrival) issues on all products, including pre-sale products. For pre-sale products this window covers defects and DOA only — change-of-mind returns are not accepted (see Pre-sale Deposits above). If the time has passed, unfortunately we cannot offer you a refund or exchange.

Quality-related warranty claims beyond the 7-day window are covered by the Limited Warranty below.

Non-Returnable Situations

There are certain situations where we cannot offer you a refund or exchange:

7 days have gone by since you received the item.
Change-of-mind returns of pre-sale products (pre-sale deposits and locked-in pre-sale orders are final sale — see Pre-sale Deposits above).
Any item is damaged or missing parts for reasons not due to our error.
For certain products, physical damages (occurred during shipping or any incidents after unboxing) on carrying boxes and outer cases will not be covered by warranty.

The delivery time of the product is an estimation and may be changed. If there is any change, the official notification shall prevail.

Limited Warranty

This is a Limited Warranty. We provide a one (1) year limited warranty against manufacturing defects from the date of delivery.

This warranty covers defects in materials and workmanship under normal use. It does not cover normal wear and tear, damage caused by accident, misuse or abuse, unauthorized modification or disassembly, or damage caused by liquid spills.

If a covered defect is confirmed, we will, at our option, repair, replace, or refund the affected product.

To start a warranty claim, please contact us at support@hysaex.com with your order number and a description of the issue (photos appreciated).

This warranty gives you specific legal rights; you may also have other rights which vary by state.

General Provisions

For suspicious transactions, including but not limited to multiple orders from the same user, multiple similar shipping addresses, etc., we reserve the right to cancel the respective orders without further notice.

Our company is not responsible for any incidental losses, special losses or indirect losses arising from personal transactions.

We may update this policy from time to time. Changes will be posted on this page with an updated effective date; material changes will be announced separately.

Questions about this policy should be sent to us at support@hysaex.com