Last Updated: April 2026

Return Policy

At Lone Star True Custom Rigs, we stand behind the quality of every system we build. We understand that sometimes a return may be necessary, and we want to make the process as straightforward as possible. Please review the following policy carefully before initiating a return.

1. 30-Day Return Window

We offer a thirty (30) day return window from the date of delivery for eligible products. To qualify for a return, the following conditions must be met:

• The return request must be submitted within 30 calendar days of the delivery date.
• The product must be in its original condition, free from physical damage, modifications, or missing components.
• All original packaging materials, accessories, cables, and documentation must be included.
• You must obtain a Return Merchandise Authorization (RMA) number from our support team before shipping any product back.

2. Custom Builds & Non-Returnable Items

The following items are non-returnable:

• Custom Configurator Builds: Systems built to your exact specifications through our custom builder, unless defective or incorrectly built.
• Opened Software: Any software products with broken seals or activated license keys.
• Gift Cards: Gift cards and promotional credits are non-refundable.

Ready to Ship (pre-configured) systems are eligible for return within the 30-day window, subject to the restocking fee described below.

3. Restocking Fee

Returns of eligible products are subject to a restocking fee:

• Ready to Ship Systems: A 15% restocking fee will be deducted from your refund for pre-configured systems returned in original, undamaged condition.
• Defective Products: No restocking fee applies if the product is confirmed to be defective or was incorrectly built by us.

The restocking fee covers the cost of inspection, testing, repackaging, and restoring the system to sellable condition.

4. RMA Process

To initiate a return, please follow these steps:

• Step 1: Contact our support team to request an RMA number. Please have your order number and reason for return ready.
• Step 2: Once your RMA is approved, you will receive an RMA number and return shipping instructions via email.
• Step 3: Carefully repackage the system in its original packaging. Write the RMA number clearly on the outside of the shipping box (not on the product packaging itself).
• Step 4: Ship the product to the address provided in your RMA instructions. We recommend using a trackable, insured shipping method.
• Step 5: Once we receive and inspect the returned product, we will process your refund within 5-10 business days.

Return Shipping: The customer is responsible for return shipping costs unless the return is due to a defect or error on our part. For defective or incorrectly built systems, Lone Star True Custom Rigs will provide a prepaid shipping label.

5. Damaged or Defective Items

If your system arrives damaged or with a defect, please contact us immediately. We take shipping damage and quality issues seriously.

• Shipping Damage: If the outer packaging shows visible damage upon delivery, note the damage with the carrier and take photographs before opening. Contact us within 48 hours of delivery with photos of the damage.
• Dead on Arrival (DOA): If your system fails to power on or exhibits a critical defect within 7 days of delivery, we will provide a prepaid shipping label for return or arrange for a replacement at no additional cost.
• Defects Under Warranty: For defects discovered after 7 days but within the warranty period, please refer to the warranty section of our Terms of Service. Warranty claims are handled through our standard RMA process.

6. Refund Method

Refunds will be issued to the original payment method used at the time of purchase:

• Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days after processing.
• Affirm/Klarna: If you financed your purchase through Affirm or Klarna, your refund will be applied to your financing account. Please contact Affirm or Klarna directly for questions about how the refund affects your payment schedule.

Shipping charges paid at the time of purchase are non-refundable unless the return is due to our error or a defective product.

7. Exchanges

We do not offer direct exchanges at this time. If you would like a different system, please initiate a return for your current order and place a new order for the desired product.

8. Cancellations

Orders may be cancelled for a full refund under the following conditions:

• Before Build Begins: If your order has not yet entered the build phase, you may cancel for a full refund with no fees.
• During Build: If assembly has already begun on a custom build, a cancellation fee of up to 15% may apply to cover labor and restocking of opened components.
• After Shipping: Once a system has shipped, it cannot be cancelled and must go through the standard return process.