Terms and Conditions

All Krom products have a 2-year warranty, 3 years for purchases made from January 1, 2022. In this sense, we guarantee the buyer that the product will not present manufacturing defects or functional failures during said period.

The warranty only covers manufacturing defects in the product. It does not cover wear and tear that may be caused by the use of the same, including without limitation, misuse, accidents, breakage due to abuse, modification, unauthorized repair, exposure to water or other causes that are not related to the manufacturing process.

  1. What is considered a valid proof of purchase?

A purchase receipt (ticket or legal invoice) from an authorized Krom point of sale. The receipt must clearly show the date of purchase, the description of the product, the price and the name of the store.

  1. What happens if I don't have a sales receipt?

Has the product been purchased online? In this case, please request the corresponding legal purchase invoice. If the product was a gift, we recommend that you request the receipt from the person who gave it to you, or that that person process the guarantee directly.

  1. Why does Krom need a valid proof of purchase?

From Krom we need to verify that the product is within the warranty period. It will also be necessary to verify that the product was purchased at an authorized point of sale. At Krom we follow these policies to protect the interests of our end customers and distributors.

For any claim concerning RMA, the customer must have proof that the purchase of the product is valid. If you bought the product from an authorized Krom point of sale, contact them to process your guarantee. In this case, the point of sale is responsible for processing the return of the product.

Prices and payment terms are for informational purposes only and may be modified in response to changes in the market. However, the conditions at the time the order is made will be taken into account. This is a process that takes place normally in the purchase process by clicking on the "I have read and accept the conditions" box.

Once the order is formalized, it means that the purchase has been made and it includes all the legal guarantees that protect you as a consumer and/or buyer and at that moment the prices and conditions are respected on a contractual basis, so They cannot be modified unless there is an express agreement of both parties.

  1. Terms of delivery

If the package you have received shows any defects due to transport such as scratches, holes in the box or any other defect due to handling, you must reject the shipment. Once rejected, you must send us an email within 24 hours explaining the reasons that led you to reject the delivery of the package to orders@kromgaming.com.

If you accept the package from Krom, we will not be able to help you, since we are not responsible for any damage that the package may suffer during its shipment.

Shipping costs may vary depending on the country from where you place the order. See Shipping Policy.

  1. Right of withdrawal

Within the first 14 calendar days, you can return the products for whatever reason. These 14 days begin to run from the day you receive the order, and as long as the order meets the conditions mentioned on this page.

Due to the special characteristics of certain products and in order to protect the health and hygiene of customers, products categorized as in-ear headphones are excluded from changes, returns and withdrawals.

  1. Conditions of application

The General Law for the Defense of Consumers and Users ( Royal Legislative Decree 1/2007, of November 16 ) in its Article 2 ( General concept of consumer and user ) indicates that: " For the purposes of this regulation and without prejudice to As expressly provided in its third and fourth books, consumers or users are natural or legal persons who act in an area unrelated to a business or professional activity. Therefore, purchases made by legal persons, such as a company or society, made as such are not covered by said Law and therefore some or all of the conditions indicated in this section may not be applied to them.

  1. Conditions of returns for private customers

There are cases in which the possibility of returning the product you purchased to us does not apply. We know that the legal texts are quite confusing, but we have to inform you that these assumptions are included in Law 47/2002 of December 19, which reforms Law 7/1996, of January 15, on Retail Trade. Through this reform, our legal system incorporated the provisions of Directive 97/7/CE, in terms of distance contracts and adapted to community regulations.

The cases that we mentioned in the previous paragraph and that are excluded from exercising the right of withdrawal are the following:

For reasons of personal hygiene, the return of any of the following products will not be accepted if they have been unsealed or it is detected that there has been even a minimal sign of use and/or configuration:

T-shirts or similar in case of showing signs of having been worn longer than it takes to verify the size.

Products with obvious signs of use or manipulation beyond what is necessary to verify the suitability of the product, scratches, scratches or any type of damage or whose serial number has been altered, removed or removed any type of label or marking that includes serial .

Products that do not include all the packaging, documentation, accessories, drivers, CD's, cables, associated gifts, etc. that were sent to you together with the original product and in perfect condition.

Products that include some type of promotional code or associated service that has been unsealed or used by the customer.

Any product manufactured or modified following the client's instructions or with pre-activated software (activated Windows Operating System or any other software that requires a license to use).

To make a return you must contact us exclusively through the process described in the Guarantee section. You will have to go to support and fill out the relevant form.

All merchandise must be returned in its original packaging, in perfect condition and protected so that it is not received with seals or adhesive transport tapes. Otherwise, Krom reserves the right to refuse the return.

Returns must be delivered to the destination within 7 days after the date on which the return has been accepted. Otherwise it will be rejected and returned.

Once the merchandise is received and verified that it is in perfect condition, the refund of the amount will be processed if so indicated.

In the event of partial withdrawal of an order, that is, that you return only a part of the order and not the entire order, the shipping costs corresponding to said order will be reimbursed proportionally, taking into account the items that you have decided to return.

The customer must be responsible for the transportation costs that are caused by the return.

If we make the money deposit via bank transfer for returns, they will have a maximum period of 14 days for administrative procedures, although we try not to delay more than 7 days.

  1. Conditions of returns for companies

Returns of material will only be accepted without having been removed from its seal and in perfect condition, during the 7 days after you received your order.

Such returns will be processed as a commercial return, since there is no law that regulates return rights between companies and said procedures are regulated according to Krom's conditions.

Products in blister packs or heat-sealed, and other products that have a broken factory security seal, cannot be returned.

These conditions do not void the right to guarantee or exchange defective products as stipulated in the manufacturer's guarantee. Krom reserves the right to deny the return in the event of detecting any anomaly in the returned product.

  1. Guarantees

To find out the guarantee conditions with which we work, visit the specific page where we have detailed each of them. You can find it in the footer, at the end of the web page.

  1. Order cancellations

Order cancellations that involve a return to the customer and that we have to process by bank transfer will have a maximum execution period of 30 days due to administrative procedures, but we always try to ensure that the period does not exceed 7 days.

  1. Shipping

You have 24 hours to check the status of each and every one of the components of your order, and to verify that each product includes everything you need. When these 24 hours have passed, we will understand that you have accepted your order and you are satisfied with the products received, so we cannot assume claims for damages or failures during shipment.

If you have signed the delivery receipt, we will consider that the order has been delivered. It is in the following 24 hours when you must check the products as we have mentioned above, and expose any inconvenience that may exist.

All merchandise must be returned in its original packaging, in perfect condition and protected so that it is not received with seals or adhesive transport tapes. Otherwise, Krom reserves the right to refuse the return.

Once the merchandise is received at our facilities and verified that it is in perfect condition, the refund of the amount will be processed if so indicated.

Important: if the logistics operator has not been able to deliver your order, either because the address you provided is wrong or you forgot to add some information and the transport company cannot find your location, or repeated absences at the agreed place to the delivery, in case you want to cancel the order, we will pay you the amount of the order, deducting in any case the postage and logistics expenses that have been generated in the attempts to get your order to you. Therefore, it is very important that you make sure that the information, from your address or delivery point, that you include has all the necessary data so that the transport company can make the delivery and, if you see that you have a missed call in the expected days of delivery, try to call back; because it is very likely that it is the transport company trying to agree with you on a new delivery date or time.

  1. What is considered an authorized point of sale?

You can check the stores available in our list of authorized points of sale. The list is constantly updated with new outlets. For any questions related to these points of sale, do not hesitate to contact us.

Help Center. Before making a warranty claim, please contact our technical service through this form.

  1. Cookies

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Application of European VAT Regulations 01/07 2021

As of July 1, 2021, the new European regulations that will affect the VAT that affects products will be applied. With this regulation, the EU distinguishes between distance intra-community sales of goods and distance sales of goods imported from third territories or countries.

When it comes to sales through a digital platform, as in this case, our store, it is considered that there are two correlative sales, the seller to the interface and another to the purchaser. In these cases, only the acquiring party will pay VAT and will pay the percentage of the tax in the client's country.

This means that if you make a purchase from Italy, the VAT that will be applied to your product or products is the one applied in Italy at that time for the products you have purchased.