Filing a Warranty Claim

If you believe your product is defective and covered under warranty, please contact us to initiate a warranty claim. Pollux Game Store facilitates the warranty process by sending the product to the distributor or vendor on your behalf. We are not responsible for warranty rejections. The customer is responsible for one-way shipping costs, while Pollux Game Store covers the return shipping.

Defective or Faulty Products

Defective products under warranty will be sent to the distributor or vendor for repair, replacement, or refund, subject to their warranty policies. Warranty claims will be rejected if the product has been physically damaged, improperly installed, or subjected to misuse or abuse.

Replacing Faulty Equipment

Warranty replacements for faulty equipment are processed only after approval by the official service agent. The warranty process typically takes up to 20 working days.

Warranty Eligibility

Warranty coverage applies only to products with warranty information explicitly stated on the product page. Products without warranty details are not covered.

Non-Conforming Products

If a product does not match its description on our website, you may request an exchange or order cancellation within 7 working days from the delivery date. The product must be returned undamaged, unopened, and with all original packaging and documentation.

Shipping Policy

We ship products within Pakistan using trusted couriers, such as Leopards Courier, with delivery typically within 3-5 working days from order confirmation. Customers are expected to cooperate in case of delays due to unforeseen circumstances.

Monitor Warranty Terms

Monitors are subject to a minimum 5 dead pixel policy, depending on the brand and distributor. This policy applies only to out-of-the-box issues. Warranty claims for dead pixels below this threshold will be rejected.

Shipping Risk

All products are shipped at our risk, with applicable delivery timelines. We reserve the right to decline replacement for minor or negligible damage during shipping. For brand-new sealed items, an unboxing video is required to claim physical damage out of the box.

Our Commitment

We guarantee that products and services will meet the specifications listed on our website and be delivered per our shipping policy. If a product differs from what was ordered, we will replace it based on availability and the circumstances.

Governing Law

These Terms and Conditions are governed by the laws of the Islamic Republic of Pakistan. Any disputes will be subject to the exclusive jurisdiction of the courts in Islamabad, including consumer courts.