1. What should I do if I received a defective product?
A : If you purchased in our store: Please contact us a soon as possible.
If you purchased in another store: Please reach out to the seller first. If you are not satisfied with the options you are offered or if you prefer going through Pulsar directly for any particular reason, you can do so too; however, please note that the process may take longer since Pulsar is based in South Korea.
2. What is the duration of the warranty?
A : The warranty is valid for 2 years since the date of purchase.
(Please note that this 2-year warranty applies only to our mice and keyboards. Other products are considered consumables and are excluded from the warranty coverage.)
3. What do I need to claim warranty service?
A : You need to have a valid serial label on your product, and a valid proof of purchase clearly stating date of purchase, store name, price, and product name. Our support team will also ask you to run some tests and request evidence using specific methods; those are also mandatory in order to claim the warranty.
4. I lost the purchase receipt! What now?
A : If no purchase receipt is available, you can share a picture of your product's serial label and we'll determine the 2 year period based on the information found there.
5. Is my warranty still valid if I damage or lose my serial label?
A : The warranty is voided if the serial label is damaged or lost, so please take good care of it.
6. I made my purchase on Amazon. Can you help me with warranty anyways?
A : For purchases made on Amazon, please note that you can request warranty with them for a period of time that's usually 30 days. During that period, we're unable to RMA your product and you should do so through Amazon's portal. After the Amazon return/exchange window has expired, you can contact us for assistance normally.
7. Can I modify or customize the product without voiding the warranty?
A : Customizing or modifying the product without authorization may void the warranty. Request authorization at pulsar.gg/support. However, replacing mouse feet will not void a mouse warranty.
8. What are some cases that are excluded from warranty?
A : Some examples include damage from misuse, modification, improper installation, accidents, damaged serial labels, and more.
9. Once I sent the required information, how will the warranty process continue?
A : This varies case by case depending on your model, location, stock situation, and so on. Please refer to the instructions received by our support team.
10. If my product is being repaired, will I receive a temporary replacement during the repair process?
A : No. Please note that temporary replacements are not provided.
11. Will I void my warranty if I open my product?
A : Opening a product, removing the screws, and replacing parts can void a warranty, so we strongly suggest against it. If your product is damaged, plase contact the store or us for assistance instead of attempting a self-repair process.
Even though damage resulted from product modification could void the warranty, exceptions may apply to specific models where limited disassembly is permitted for designated purposes under prior guidance from us. In such cases, damage resulting from work performed in accordance with those instructions may still be covered under this warranty as an exception (for instance, ZywOo).
12. I just received my product and it has a technical defect / an item is missing / it's not what I ordered! What should I do?
A : If it's been less than 10 days and you made your purchase on pulsar.gg, you can return the product and receive a full refund. You can check more information on this article (under 2. Defective / Wrong / Damaged Product (DOA within 10 Days)): How to return a product or send it for replacement/repair?
13. I just received my product. It has no technical issues, but I changed my mind and I don't want it anymore. Can I get a refund?
A : If you purchased on pulsar.gg, you can, as long it's been 30 days since you made the purchase. However, please note that we would refund the product price only, not the shipping cost.
Check this article for instructions: I changed my mind and I want to return the product. What should I do? (30 days refund/return)
If you purchased on another store, please refer to their own warranty policies regarding change of mind.
14. My mouse has a technical issue and it's been over 10 days. Can I get a refund?
A : Refunds for technical issues are only available for 10 days. If it's been less than 30 days, you can get a product refund (but not shipping fee refund) by following the instructions on the previous question.
If it's been over 30 days, refunds are not available. However, if your product has a technical issue, for most of our products you can get an exchange or repair within 2 years of purchase. This applies to you even if you didn't purchase on pulsar.gg!
You can refer to this guide: How to return a product or send it for replacement/repair? (Under 3. Repairs & Exchanges (2-Year Warranty))