Refund Policy

A legal disclaimer

1. Standard Returns (Buyer’s Remorse)
 

We maintain a strict return policy to ensure the integrity of our hardware. If you change your mind about your purchase, you may return the product within 14 days of the delivery date, provided it meets the following strict conditions:

• The item must be in its original, unopened packaging.

• The factory seal must be completely intact and untampered with.

• The item must be unused and in the exact condition it was received.
   

If the packaging has been opened, the factory seal broken, or the product used in any way, the item is strictly non-returnable and non-refundable. We inspect all returns utilizing video documentation upon arrival. If an opened or used item is returned to us under the guise of an unopened return, it will be rejected and shipped back to you at your expense.
 

2. Defective or Damaged Merchandise (Warranty Exception)
 

We comply fully with all applicable consumer protection laws. If your Remix capture card arrives damaged or contains a manufacturing defect that prevents it from functioning out of the box, you are entitled to a replacement or refund.

To claim a defect, you must:

1. Notify our support team at admin@remixthat.com within 7 days of the delivery date.

2. Provide clear photographic or video evidence of the issue.

3. Participate in a mandatory troubleshooting process with our technical support team to verify that the hardware is genuinely defective.

If our technical team deems the unit defective, we will issue a Return Merchandise Authorization (RMA) and cover the return shipping costs. Upon receiving and verifying the defective unit, we will, at our sole discretion, either issue a full refund or send a brand-new replacement unit.
 

3. What Does Not Constitute a Defect
 

Our hardware is tested rigorously. The implied warranty of merchantability covers manufacturing defects; it does not cover user error, environmental bottlenecks, or system incompatibility.

The following scenarios are not considered product defects and are not eligible for an opened-box refund:

• System Incompatibility: Performance limitations caused by your host system hardware or software. This includes, but is not limited to, configuration issues within broadcasting software like OBS, or write-speed bottlenecks resulting from older mechanical storage setups (such as using 5400 RPM hard drives to record high-bitrate video).

• User Damage: Any physical damage, electrical shorting due to improper installation, drop damage, or liquid damage.

• Buyer's Remorse Post-Installation: Deciding you no longer need the item or prefer a different brand after the seal has been broken.
   

4. Return Merchandise Authorization (RMA) Process
 

No returns of any kind will be accepted without an authorized RMA number.

1. Email admin@remixthat.com with your order number and reason for return.

2. If approved, you will receive an RMA number and return shipping instructions.

3. The RMA number must be clearly written on the outside of the shipping box. Packages received without a valid RMA number will be refused and returned to the sender.
    

5. Shipping Costs
 

• Standard Returns: The customer is solely responsible for all return shipping costs for unopened items. We highly recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item.

• Defective Returns: If your item is verified as defective during the initial troubleshooting phase, [Your Company Name] will provide a prepaid return shipping label.
   

6. Refunds and Processing
 

Once your return is received and inspected, we will send you an email notifying you of the approval or rejection of your refund.

• Approved Refunds: A credit will automatically be applied to your credit card or original method of payment within 5–10 business days, depending on your financial institution.

• Original Shipping Fees: Shipping costs from the original order are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your total refund amount.
   

7. Chargeback Policy
 

We take fraudulent chargebacks very seriously. If you open the product, find it non-returnable under this policy, and subsequently file a fraudulent chargeback with your credit card issuer, we reserve the right to dispute the chargeback using this legally binding policy and your purchase IP data as evidence.