Eye of KAOS 1.0mm Glass GlideSurface™

Santali Group LIMITED WARRANTY

Santali Group guarantees that the Product will be free from material and workmanship defects (under the terms specified) when used as intended following the official documentation for the duration of the Warranty Period, beginning from the date of the purchase.

A valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following:

1. A dated sales receipt from an authorized Santali Group Dealer or Reseller. The receipt must show the Product description and price.
2. A dated official e-mail from an authorized online Santali Group Dealer or Reseller confirming purchase and shipment of Product. The confirmation e-mail must show the Product description and price.
3. Order number from the online stores.

If you cannot provide proof of purchase with a receipt indicating the date, the warranty start date will default to the first day of the manufactured month, which can be identified using the serial number on your product.

If a serial number is no longer visible and forgotten or the proof of purchase is lost, warranty services may not be available.

We recommend registering your product so you do not have to worry about your valid Proof of Purchase. Although it is not mandatory, you can register your product here.

If the Product includes or incorporates a rechargeable battery, Santali does not warrant the battery life, as all rechargeable batteries naturally lose charging capacity over time, and this decrease is not regarded as a defect. The actual battery life may vary based on usage conditions.

The contents of this warranty information are subject to change without notice to improve quality.

Warranty Period:

Limited Warranty support begins either on the date of your purchase or on the manufactured date if the date of your purchase is unknown.

• Mice / Keyboards = 1 Year

Warranty Coverage:

If you submit an eligible claim during the warranty period, Santali Group will, at its discretion, either repair the product or its defective parts at no cost, using new or refurbished replacement parts, or exchange the product with a new one or one made from new or serviceable used parts, which is functionally equivalent to the original. Refurbished goods may be provided as replacements, and refurbished parts may be used for repairs. Santali Group reserves the right to determine eligibility and the presence of defects. If the product is an "EOL [end of life]" model, Santali Groupmay replace it with a similar model from its current range. Santali Group may also offer alternative remedies in addition to or instead of the above options. Repaired or replaced products are warranted against defects for 90 days after repair or exchange, or for the remaining warranty period, whichever is longer.

Consumables are excluded from coverage under this limited warranty. Consumables or consumable products are defined on the product page of the santali.co online store. Consumables are covered by the DOA Free Guarantee.

This Limited Warranty Does Not Cover:

1. Removed, revised, defaced, or damaged warranty seals and/or original factory serial numbers
2. Custom Mod, Custom painted products. (Modification made anyway, anywhere by you or unauthorized service provider)
3. Damage resulting from improper installation, including, but not limited to, incorrect or insufficient electric power supply
4. Defects resulting from long-term improper use
5. Damage (including cosmetic damage such as scratches, spots, or dents), failure, loss, or personal injury due to misuse, abuse, negligence, improper maintenance, and storage, or acts of nature.
6. Damage incurred while being transported or moved by the customer
7. Damage resulting from infection or installation of illegal software
8. Damages caused by servicing not authorized by Santali Group
9. Damages caused by a product or part that has been modified to alter functionality or capability without the written permission of Santali Group
10. Damages caused by usage that is not in accordance with product instructions or user manuals, failure to follow the product instruction or user manuals or failure to perform cleaning or preventative maintenance
11. Uninterrupted or error-free operation of the product
12. Any equipment or components that were not included in your product as originally sold to you
13. Loss of Data
14. Normal wear and tear
15. Minor imperfection that meets design specifications
16. Cosmetic damage or exterior finish that does not affect functionality including but not limited to scratched or cracked visible surface
17. Damage due to water
18. Damage due to connected devices or components that is not Santali Branded branded product

Special Editions / Limited Editions:

Limited edition products are produced in small quantities, and repairs or replacements are subject to stock availability. If an eligible claim is made during the warranty period for a special edition product, Santali Group may offer a functionally equivalent standard edition product from its current range, subject to availability.

Entire Warranty:

Any implied warranties or conditions, including merchantability or fitness for a particular purpose, are limited to the duration of the warranty period. All other express or implied conditions, representations, and warranties, including non-infringement, are disclaimed. This warranty provides specific legal rights, and you may have additional rights that vary by jurisdiction. No Santali Group supplier, dealer, agent, or employee is authorized to change or extend the terms of this warranty or make any representations. Santali Group reserves the right to amend the terms of this warranty at any time without notice.

Limitation of Liability:

To the extent permitted by law, Santali Group will not be liable for any lost data, lost profits, or special, indirect, consequential, incidental, or punitive damages arising from the use or inability to use a product, even if advised of the possibility of such damages. In no event will Santali Group’s liability exceed the amount paid for the product. These limitations apply even if any warranty or remedy fails of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so these limitations may not apply to you.

How to Claim Warranty

If you bought the product from a Santali Group reseller, contact them first for warranty claims.

If your reseller is unable to assist with your warranty claims, please contact us directly.

1. Contact support@santali.co to talk to our support team member and get a Return Merchandise Authorization Number (RMA Number). For the service and improvement of product quality, our customer support team may request relevant visual materials in the form of photos or videos.
2. Please return the product to the address designated by the support team member.
3. After we receive the product and confirm, we will proceed with repairs, refunds, or exchanges.

DOA (Dead on Arrival)

Santali Group ensures that the product is free from Dead on Arrival (DOA), indicating it functions as intended without missing or incorrect components. Within 10 days of the product's arrival at your address, Santali Group will replace any defective items and cover the shipping expenses for replacements.

If replacements are unavailable (e.g., new launches, limited editions), we will either send you a new product or process a full refund for your purchase. In such instances, Santali Group will cover the shipping costs for both the return and the replacement or refund.

Santali Group is not liable for shipping damages reported after 10 days.

Terms on this page apply only to orders from santali.co

30-DAYS RETURN POLICY

This only applies to products purchased from santali.co

Products can be returned for any reasons. To be eligible for a return, the item must be in its original condition, with tags attached, and in the original packaging. You'll also need to provide the receipt or proof of purchase.

To initiate a return, please contact us by submitting a ticket at support@santali.co Return requests must be made on support@santali.co within 30 days after the date of the original order's delivery, and items must be shipped within 45 days after the original order's delivery.

Please note that items returned without prior authorization will not be accepted. While we don't charge any restocking fees for unused products, customers are responsible for the return shipping costs. Refunds will be issued for the price of the product only; shipping fees are non-refundable.

Any missing items will be deducted from the refund amount.
Restocking fees only apply if a component is missing, has visible signs of usage, or has a damaged part. Any damaged or missing part (Including the original PTFE feet on mice) may be deducted from the refund, for more information on the price of each part, contact the seller.

The refund is processed only after the product has been inspected.

Consumable products are not eligible for returns if the packaging has been opened. Consumable products refer to any item labeled as "consumable" on the product listing page at santali.co or defined as below:

• Mousepads
• Grip Tapes
• Mouse Skates or Feet
• Switches

SHIPPING POLICY

Santali Group assumes no responsibility for any products lost or stolen after delivery confirmation by the carrier. The customer bears full responsibility for any loss or physical damage incurred subsequent to product delivery.

If the customer refuses a package or provides inaccurate shipping information and the product is returned to the seller, the customer is responsible for the additional shipping expenses. If Santali Group receives the return package, the customer is eligible for a refund, however, the original shipping fees will not be refunded, and the additional return shipping fees will be deducted from the final refund.

If a shipping company fails to deliver the item due to incorrect shipping information, and the package is sent back to the sender, Santali Group can attempt to send the product again. If the original provided address was accurate and is used again, the customer will not be required to pay the additional shipping fees. However, if the customer requests a change in the shipping information, the customer is responsible for the additional shipping expenses.

If the customer refuses to pay the related import fees and taxes, or fails to pay the taxes within the required deadline, the product will be returned to Santali Group or destroyed. If Santali Group receives the package, the customer is eligible for a refund, however, the original shipping fees will not be refunded, and the additional return shipping fees and the unpaid customs duties or other taxes will be deducted from the final refund. If the price product (excl. taxes) is lower than the sum of the return shipping fees and the unpaid customs duties or other taxes, the product will be destroyed and the customer will not be refunded.

If a product is held in customs clearance due to a customer request or a delay in the customer's cooperation, the customer will be held responsible for any expenses related to the handling and storage of the package.

Lost Shipment or Shipped to the Wrong Address

If your shipment is lost or delivered to an incorrect address, please reach out to our support team at santali.co. Once we confirm that the shipment was lost or delivered incorrectly due to the courier's or shipper's error, Santali Group will arrange for another shipment to be sent to you.

DEFINITION OF DEFECTIVE, ABNORMALITY, AND MALFUNCTIONS

1. Visible damage on the products or missing parts
2. Does not power on, simply not working at all
3. Safety concerns
4. Model name does not match with shipment (Please check with your reseller first)
5. Does not function properly advertised
6. The information provided on the packaging should not be considered as advertisements, except for in-store purchases. Advertisements are only defined as the contents displayed on our official website. Please be advised that any mistakes or typos on the packaging will not be eligible for a warranty claim.
7. Weight, dimensions and battery capacity can differ from one product to another and the difference is not a reason eligible for warranty claims. The inaccuracy of the designs from one model to another does not constitute a reason eligible for warranty claims.
8. Double-click: A mouse switch is considered defective if it double-clicks at more than 9ms debounce rate. Customers may be required to submit a video test result using a double-click test, showing debounce settings.
9. Temperature: If a battery is over 60 C degrees, or a mouse/keyboard surface is over 50 C degrees and is not exposed to a direct source of heat, it is defective.

POST WARRANTY REPAIRS / OUT OF WARRANTY REPAIRS

For products beyond their original warranty period, with voided or lost warranties, Santali Group provides post-warranty repair services for a fee. If you need such assistance, please contact our support team via support@santali.co.

Post-warranty services incur charges, covering replacement parts, labor, and service fees, varying based on the product and issue. Shipping fees for sending the product to our service centre and its return to you are not included.

Please note that Santali Group cannot guarantee repair feasibility for all products due to a potential lack of necessary equipment or replacement parts.

BATTERY WARRANTY

The battery is considered defective if it performs less than 80% of the advertised capacity. The advertised capacity is the number of usage hours calculated with minimum settings (e.g., for mice: DPI Led off, Polling rate 1000Hz) from a full charge (3 hours) until the product turns off completely.

Battery status displayed on the software may not always accurately reflect the actual battery condition due to several factors. Over time, lithium-ion batteries naturally degrade, losing up to 20% of their capacity after two years of use. Damage caused by normal wear and tear, using the wrong charger, unauthorized repairs or modifications, and water damage are not covered under warranty.

Lithium-ion batteries are consumables and experience a decrease in capacity over time due to continuous chemical reactions. Under normal conditions, a lithium-ion battery's lifespan is approximately one year of charging and discharging until the capacity drops below 80% of its original capacity. Factors such as system design, power consumption, software usage, and operating conditions affect battery life.

Extreme temperatures or abnormal conditions can significantly reduce battery life by 60% or more. Charging or storing batteries at high temperatures can lead to permanent capacity loss. Swollen batteries should be replaced and disposed of properly, as they do not pose immediate safety concerns but may indicate internal damage.