Refund policy

Effective Date: 16/07/2025
Last Updated: 25/04/2026

Refund Policy

At Voiyd, every product is handled, tested, and shipped with care. This policy outlines when returns are accepted, how refunds are processed, and what customers must do to ensure a safe return.

1. Prebuilt Systems

Return Window:
Returns are accepted only for prebuilt systems, and only within 14 days of delivery.

Condition:
The PC may be opened and briefly tested to verify functionality.
However, it must be returned in original, resellable condition, with no signs of use beyond what is necessary for inspection.

Extended use (such as software installation, gaming, or prolonged operation) is not permitted.

The system must not be modified, and the case must not be opened beyond permitted access.

Packaging:
The customer must pack the system carefully and securely using the original packaging and internal protection.

If a returned PC is damaged during transit due to poor packaging or handling, Voiyd cannot issue a refund.

Shipping:
Return shipping costs are paid by the customer.

Refunds:
Once the returned system arrives and passes inspection, a refund will be issued to the original payment method.

If the product shows signs of use, missing packaging, damage, or any condition that affects its resale value, Voiyd reserves the right to reduce the refund amount accordingly.
Depending on the condition, a deduction of up to 15% of the purchase price may be applied.

Warranty:
Most prebuilt systems include a 2-year warranty, unless otherwise stated on the product page.
Certain prebuilt systems are sold with a 1-year warranty, which will be clearly specified at the time of purchase.
Warranty duration does not affect return eligibility within the 14-day return window.

2. Custom Builds

Custom-built systems are non-refundable and cannot be returned.
Each build is individually assembled to the customer’s requested specifications and cannot be resold.

Some prebuilt systems that allow customer customization (such as case or storage selection) are treated as custom-built products and are therefore non-refundable.

This applies to selected models, including the Base One Lite.

If a hardware issue occurs, Voiyd will assist through diagnostics or warranty repair as described in the Warranty Policy, but refunds or returns are not available for custom systems.

3. Mousepads

Return Window:
Mousepads may be returned within 14 days of delivery.

Condition:
Mousepads must be:

  • Unused
  • Free of wear, damage, or dirt
  • Returned in their original packaging

Used or damaged mousepads are not eligible for a refund.

Shipping:
Return shipping costs are paid by the customer.

Refunds:
Once the mousepad is received and inspected, an approved refund will be issued to the original payment method.

4. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, contact support@voiyd.com within 48 hours of delivery.

Please include:

  • Your order number
  • Photos of the shipping box and packaging
  • Photos or videos of the damage or issue

We’ll review the case and work with you to find a solution as quickly as possible.

5. How to Request a Return

Email support@voiyd.com with your order number and reason for return.

We’ll confirm if the item is eligible for return and provide further instructions.

⚠️ Note:
If a returned item arrives damaged due to improper packing, the return will be rejected and the item will be sent back at the customer’s expense.

6. Important Notes

  • Returns must be complete, undamaged, and include all original packaging and components
  • Returns that arrive incomplete, modified, or damaged are not eligible for a refund
  • All tamper or warranty stickers must be intact; damaged or missing stickers void warranty and return eligibility
  • Voiyd reserves the right to inspect all returned products, including software state, storage usage, physical condition, and packaging, to determine eligibility for a full or partial refund
  • Please back up all personal data before shipping any PC — Voiyd is not responsible for data loss

7. Contact

Voiyd Support
📧 support@voiyd.com
🌍 Based in Germany
🕒 Monday – Saturday, 10:00 AM – 8:00 PM (CET/CEST)