Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mergextek@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mergextek@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mergextek@gmail.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mergextek@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mergextek@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mergextek@gmail.com.

Effective Date: 2026.08.17
Last Updated: 2026.08.17
This Return and Refund Policy applies to all orders and hardware product purchases placed through the official CritCast Shopify store. It clarifies the rules for returns, exchanges, and refunds to protect the rights and interests of both customers and our company. All terms comply with general cross-border e-commerce standards and platform requirements.
1. General Return Period
Customers may apply for a compliant return or refund within 7 calendar days after receiving the product. Once the 7-day return period expires, no returns based on personal preference will be accepted. Only official warranty repair services will be available thereafter.
2. Eligibility for 7-Day Returns (No Reason Required)
To qualify for a 7-day no-reason return, all of the following conditions must be met:
- The product, original packaging, accessories, cables, and user manual are intact, with no scratches, dents, water damage, disassembly, modification, or firmware flashing traces.
- The product has only been briefly tested with no long-term usage signs. All personal data, streaming footage, and gameplay recordings stored on the device have been completely erased, and the product is fully resalable.
- All original accessories are complete, undamaged, and not replaced or missing.
- A valid order number and purchase proof can be provided, and the returned item matches the original purchased product.
3. Non-Returnable Situations
Returns and refunds will not be accepted under the following circumstances:
- Requests submitted after the 7-day return window.
- The product shows signs of damage, scratches, stains, water intrusion, unauthorized flashing, disassembly, modification, or self-repair.
- Original packaging or accessories are missing or damaged, or personal data remains on the device, affecting resale value.
- Device failure caused by human damage, external impact, water exposure, lightning strike, unstable voltage, improper power supply, or incorrect operation.
- Bulk orders, corporate purchases, or customized orders are non-returnable once shipped.
4. Return & Exchange Policy for Quality Issues
If functional defects, factory faults, performance abnormalities, incorrect items, or missing accessories are found within 48 hours after delivery due to non-human factors, we will take full responsibility for after-sales service:
- Free product replacement or free maintenance to guarantee user experience.
- We cover all shipping costs for both outbound and return delivery.
- No service fees, depreciation fees, or handling charges will be applied to customers.
Customers are required to provide valid photo or video proof of the product fault for verification and faster after-sales processing.
5. Shipping Fee Rules
- 7-Day No-Reason Returns: Customers are responsible for all return and reshipping shipping fees. Original shipping fees paid during checkout are non-refundable.
- Quality Issues / Wrong or Missing Items: All shipping costs will be fully covered by our company.
- Please use a trackable shipping service for returns. We are not responsible for loss or damage occurring during return transit, which shall be borne by the sender.
6. Refund Processing Time
After we receive and inspect the returned product and confirm it meets return standards, refunds will be processed to the original payment method within3–5 business days. The actual arrival time depends on the settlement rules of payment platforms such as PayPal and credit card providers.
7. Exchange Rules
Free product exchanges are only available for genuine quality issues or shipping errors caused by our team. Exchanges are not supported for 7-day no-reason returns. Customers may return the product for a refund and place a new order if needed.
8. Warranty Coverage
After the 7-day return period ends, the product remains covered by our official standard warranty. Under normal use and without human-induced damage, users are entitled to free maintenance and lifelong official firmware updates, subject to the official warranty terms.
9. Return Application Process
To apply for a 7-day no-reason return or a quality-based return/exchange, please contact our customer support via our official email with your order number, detailed issue description, and relevant photos or videos. After review and approval, we will provide the official return address and detailed operation guidelines.
10. Policy Updates
We reserve the right to update this Return and Refund Policy at any time. Revisions will be posted on this official page. Continued use of our website and placement of orders after updates constitute acceptance of the latest policy terms.
11. Contact Information
Email: mergextek@gmail.com
Address: No. 3756 Nanhuan Road, Binjiang District, Hangzhou, Zhejiang Province, P.R.China