Warranty Policy

Last Updated: April 11, 2026

1. Warranty Coverage

All WLMOUSE mice, keyboards, and IEM products purchased from our official store are covered by a 12-month limited warranty from the date of delivery, unless otherwise stated on the product page.

This warranty covers confirmed manufacturing defects and functional failures under normal use.

For eligible warranty claims, WLMOUSE may, at its discretion, provide one of the following solutions:

• Repair the product
• Replace the product with the same model
• Replace the product with a functionally equivalent model if the original model is discontinued or unavailable
• Provide missing parts, replacement parts, or other reasonable compensation where applicable

2. Proof of Purchase

A valid proof of purchase is required for all warranty claims. Acceptable proof includes:

• Official WLMOUSE order number
• Invoice or payment receipt

3. DOA / Wrong Item / Missing Item / Shipping Damage

Any DOA (dead on arrival), wrong item, missing item, missing parts, or obvious shipping damage must be reported to us within 2 days of delivery.

To help us verify the issue, please provide:

• Your order number
• Clear photos of the product
• Photos of the outer packaging and shipping label
• A brief description of the issue

If the issue is confirmed, WLMOUSE will provide the appropriate solution based on the specific case, including replacement parts, replacement items, or reasonable compensation where applicable.

4. Lost Packages and Delivery Dispute

If a package is reported as lost, misdelivered, or marked as delivered but not received, the customer must first contact the local courier or delivery service provider to request delivery details or proof of delivery.

The customer must then send the relevant documentation, including any proof of delivery, claim result, or carrier confirmation, to our support team for further review.

5. Unboxing Recommendation

Because international shipping may involve long-distance handling and multiple transit stages, we strongly recommend recording a full unboxing video when opening the package.

This can help both the customer and WLMOUSE verify any missing items, shipping damage, or incorrect contents more efficiently.

6. Warranty Claim Process

If a product develops a functional issue during the warranty period, please contact our support team first at support@wlmouse.com.

Our team may first provide troubleshooting steps, request photos or videos, or ask you to update firmware, reset the device, or perform other diagnostic checks before approving a return, replacement, repair, or parts support.

If the issue cannot be resolved remotely, we may ask you to return the product to our service center in China for inspection and repair.

7. Return Shipping for Warranty Cases

Because WLMOUSE official store orders are shipped internationally from China, approved warranty returns may need to be sent back to our service center in China.

For orders placed through our official store and within 30 days from the delivery date, if the issue is confirmed by WLMOUSE to be covered under warranty, we may reimburse the return shipping cost after the customer provides a valid shipping invoice or receipt.

The reimbursement may be processed through:

• A partial refund to the original order
• PayPal

Any customs duties, taxes, storage charges, or additional fees caused by incorrect declaration or failure to follow our return instructions shall be borne by the customer.

8. Self-Repair Support

For specific issues arising during the warranty period, if the customer has the ability and is willing to perform the repair locally, WLMOUSE may provide replacement parts or repair components instead of requiring the product to be returned.

The final solution will depend on the product type, issue type, parts availability, and the customer’s repair capability.

WLMOUSE reserves the right to determine whether self-repair support is suitable for a specific case.

9. Warranty Exclusions

This warranty does not cover:

• Normal wear and tear
• Cosmetic damage that does not affect functionality
• Battery life reduction caused by normal battery aging over time
• Damage caused by misuse, abuse, drops, liquid exposure, fire, or improper storage
• Unauthorized disassembly, modification, repair, or customization
• Damage caused by the use of unofficial accessories, cables, dongles, ear tips, audio cables, chargers, or other third-party accessories
• Consumable items and accessories unless they arrive defective
• Issues caused by software, operating systems, connected devices, source equipment, or third-party applications rather than the hardware itself
• Products purchased from unauthorized sellers

10. Consumables and Non-Returnable Items

Certain products are considered consumable or hygiene-sensitive and may not be eligible for return once opened.

This includes, but is not limited to:

• Mousepads
• Ear tips and similar IEM accessories
• Grips, skates, and other wear items

Because mousepads are consumable products and come into direct contact with skin during normal use, opened mousepads are not eligible for return or refund unless they are confirmed to have a manufacturing defect upon arrival.

11. Replacement and Repair Notes

Replacement products provided under warranty will be new products of equal performance and functionality.

If the original model, color, edition, or finish is no longer available, WLMOUSE may provide a comparable replacement model or finish.

Any repaired or replacement product will continue to be covered for the remainder of the original warranty period or 90 days after replacement or repair, whichever is longer.

12. Limitation of Liability

To the extent permitted by applicable law, WLMOUSE shall not be liable for any indirect, incidental, or consequential damages arising from the use of the product.

WLMOUSE maximum liability under this policy shall not exceed the original purchase price paid for the product.

13. Final Interpretation

WLMOUSE reserves the right of final interpretation of this policy to the extent permitted by applicable law.

14. Contact Us