Refund policy

Refund Terms
  • 30-Day Return Window: You may return any standard purchase at your own expense within 30 days of delivery for a product refund. Please note that original delivery costs and payment processing fees are non-refundable. We cannot refund any customs charges or import taxes you have already paid.
  • Custom & Bespoke Items: Custom-built or personalized hardware configurations may be non-returnable.
  • International Tax & Duty Refusals: If your order is returned to us due to the non-payment of local import taxes or duties, your order will be cancelled. You will be refunded the cost of the goods minus all delivery costs and payment processing fees. 
  • International Return Marking: When returning goods from outside the UK, the package and customs paperwork must be clearly labelled as "Returned Goods." This ensures we are not wrongfully charged import taxes on our own manufactured items. Failure to clearly mark the package will result in the shipment being refused and sent back to you.
  • Return Identification: Please include a note inside the package containing your full name and original order number to prevent processing delays.
  • Hardware Faults: If your gear develops an issue, please contact us. Most technical issues can be resolved remotely. If a hardware repair is required, ReaperWare will organize and cover all return postage costs.
Warranty Terms
Every ReaperWare product includes access to support 7 days a week, paired with a 2-Year Limited Warranty starting from your delivery date. Customer service is as vital to our brand as the premium quality of our hardware. In the rare event of an issue, we aim to resolve it swiftly and painlessly.

Our Repair & Replacement Process
If your product develops a fault, contact us. If the unit must come back to us for a suspected hardware fault, ReaperWare will cover 100% of the return delivery costs.
  • Receipt & Diagnostics: All returned items undergo thorough technical testing upon arrival.
  • Priority Repair: We first attempt to repair the affected unit. Our in-house repair rates are near 100%, with most fixes completed within 24 hours.
  • Product Discontinuation: If an item cannot be repaired because it is discontinued, we will provide an equivalent alternative replacement.
  • Superseded Models: If a model cannot be repaired because it has been superseded, we will upgrade you to the newer version as a replacement.
Additional Strict Protection Policies
Due to past fraudulent activity, the following strict terms apply to all orders:
  • End-User Damage: If returned goods show clear signs of user-inflicted damage (including but not limited to cracked casings, smashed displays, or torn cables), we reserve the right to decline warranty coverage. Repairs for accidental or deliberate user damage will be subject to additional hardware and labor fees.
  • Transit Damage Claims: If your order arrives damaged from transit, you must provide photographic evidence immediately so we can initiate a claim with the courier. ReaperWare will pay for and organize the return of the entire order before issuing a full refund. Under no circumstances will a refund be issued for transit damage before the items are safely returned to our facility.
  • No Partial Refunds: Under no circumstances do we offer "partial refunds" for alleged faults, minor aesthetic imperfections, or any other issues. Your ReaperWare hardware is fully protected by a 2-year warranty and free return shipping—please utilize it. We will gladly pay for and handle any return needed to fix an issue, no matter how small. If you are unsatisfied with your purchase, please return the complete item for a full refund. Requests for partial refunds without a return will be flatly denied.