EQUILIBRIUM POLICY

REFUNDS

Refunds are offerred on orders that are out of stock/unprocessed/unshipped or recieved damaged/not recieved and are out of stock. 100% refund is offered where no cost is incurred if the order was packed but is unshipped and customer wants refund then cost of packing and service charges (capped at 300) shall be deducted respectively. We also offer a 1 Hour cool down period on all orders in case customer decides to cancel the order and take the Refund.

Delivery

All Deliveries are expected to reach destinations within 1-3 Business days after dispatch depending on location. From Next Day Delivery within Punjab to 3 day period depending on location we strive to provide fast delivery using premium shipping service from partners like TCS & Leopards mainly, whereas Pakistan Post is also considered for remote locations and small orders. Orders Placed after 3PM will be dispatched next day. Any delivery related issue/delay, Customer is recomended to take it directly with courier company first , Equilibrium will be a party with customer in this scenario , we will provide full support and initiate complain from our end as well to highlight the issue if needed. 

Warranty, After Sales  & Technical Support

At Equilibrium Gaming, customer satisfaction and product reliability is our main priority. To ensure a smooth and dependable shopping experience, All products are covered under a structured warranty and after-sales support system.

Our products may include one or both of the following warranty coverages depending on the brand, category, and product listing:

Manufacturer Warranty

Covers factory defects or manufacturing faults officially supported by the original manufacturer where applicable.

Equilibrium Warranty

Provides Premium local after-sales support from Equilibrium Gaming for eligible products, including assistance with set-up, inspection, troubleshooting, replacement or repair subject to product condition, warranty terms, and stock availability.

Warranty coverage varies by product category and brand. Eligible products may include replacement warranties, manufacturer warranties, local warranty or checking warranties support ranging up to 1 Year, while selected products may offer Limited Lifetime Warranty* coverage where specifically stated. Customers may contact Agent regarding their products warranty period.

All warranty claims are handled according to the respective product’s warranty terms and inspection process.

The warranty does not cover:

  • Physical or accidental damage
  • Burnt or water-damaged items
  • Damage caused by misuse, improper handling, or unauthorized repair attempts
  • Normal wear and tear
  • Firmware/Software-related issues (Alterations without our approval) unless explicitly stated
  • Short Circuit or any other electrical related accident ( customer is still advised to contact us before heading to repair)

Customers are advised to retain their invoice/order confirmation for warranty verification and claim processing.

For warranty assistance or support inquiries, customers may contact our support team through our official contact channels Return@equilibriumgaming.pk and whatsapp at +92318-6539090 

Return

Our Commitment
We prioritize providing you with the exact product you ordered, as advertised in perfect condition, every time. We provide a comprehensive Premium After-Sales Service for Life* including replacements, technical assistance, and support for all our electronics, including keyboards, mice, headphones, and other products.

Returns & Replacements

We accept returns under the following conditions:

  1. Damaged Products – If your product arrives damaged, please return it, and we will provide a replacement.

  2. Undelivered Products – If your order is not delivered, we will investigate with the courier service and promptly re-deliver your order.

  3. Wrong or Faulty Products – If the wrong item is delivered or the product is faulty, return it, and we will ensure the correct or replacement product reaches you.

Return Timeline

All claims for replacements, damaged items, or delivery issues must be reported within 3 days of receiving your order.

Return Evidence Requirement
To process a return, we require a video recording of your unboxing. The video should:

  • Be a single, continuous take (no cuts or edits).

  • Start from the moment you unpack package received from the courier proceed with unboxing the product and turning it on/connecting it.

  • Include a full 360° view of the product and focus on any visible damage or issues.

Important: Claims without proper unboxing evidence cannot be processed.

Shipping Cost Rule For Return orders:

If the Product is returned due to Stores mistake/error then the Store will bare cost of shipping to both sides.

If the product is returned due to customers mistake/error then customer will bare cost of shipping to both sides.

If Product is returned due to couriers mistake/error then the case will be investigated and responsible party after mutual agreement either customer or store will bare full or half shipping cost respectively.

Return process: Send an e-mail with your Order Number and issue with details at Return@equilibriumgaming.pk to initiate your case. You may wanna update us on whatsapp at +92318-6539090 regarding your return submission after you have submitted your email to resolve the matter timely.

Policy

Equilibrium reserves the right to refuse service to any customer prior to payment. Such decisions may be made with or without the obligation to provide a reason. Common grounds for refusal include, but are not limited to, misuse of services, spamming, abusive behavior, or engagement that is deemed unproductive or time-wasting.

 

*Varies on Product  

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