Returns and warranty
60-day money-back guarantee
Play your OFFSET for 60 days. If you want your money back, send the yo-yo back in new condition and we refund the full price you paid for it.
Start here, this is the most common problem
Bearing gone responsive, loud, or slow?
This is the number one thing people email us about. Most of the time the bearing is not broken. It has picked up dust, or the oil in it has gone thick, and it needs a clean. A clean fixes it most of the time, and it takes about ten minutes.
Try this before you email us
Unscrew the yo-yo. Pull the bearing off the axle with a bearing tool or multi-tool. Never use pliers on your own, get an adult.
Soak it in isopropyl or lighter fluid, then spin it dry. Both are flammable, so get a parent or an adult to help you.
Thin lube only, and only one small drop. Too much lube makes the bearing responsive all over again.
A freshly cleaned bearing needs a few throws to break back in. Most bearings come back to life at this step.
If your bearing is still loud, responsive, or locking up after you have cleaned it, email us a short video of you throwing the yo-yo with the sound on. Our team will look at it and go from there.
It locks up or seizes. It grinds after a proper clean. It came out of the box already responsive and a clean does not fix it.
A bearing that got wet, got sand or dirt forced into it, was cleaned with water, or was crushed with pliers. A bearing slowly getting louder over months is normal wear.
Changed your mind? Send it back
60-day money-back guarantee
You get 60 days to decide. If the yo-yo is not for you, send it back in new condition and we refund the full price of the yo-yo.
Your 60 days start on delivery
The clock starts the day tracking says it was delivered, not the day you ordered. If the parcel gets stuck in transit, that time does not come out of your 60 days.
You can play with it
New condition does not mean unopened. Throw it, learn on it, decide properly. The yo-yo body just has to come back undamaged.
No restocking fee
A restocking fee is a charge a store takes out of your refund when you return an item. It is usually 10% to 20% of the price, or a flat amount. We do not charge one. You get the full price of the yo-yo back.
What "new condition" means
This is the one rule that decides whether you get a full refund, so here it is in plain terms.
The shipping you paid to get the order. That trip already happened, so it does not come back. You also cover the cost of shipping the yo-yo to us.
Fine for a full refund
- No dings, scratches, chips, or impact marks on the yo-yo body
- No vibe from an impact
- Fingerprints, dust, and string marks that wipe off
- Used pads
- A played bearing, as long as it still works
- The box is helpful but not required
- Used string does not need to come back
Not a full refund
- Dings, scratches, chips, or impact marks
- Vibe from a drop, a hit, or a crash
- Threads stripped by over tightening
- Changes you made that damage the yo-yo
- Any other accidental damage
If a part that came in the box is missing, such as a bearing or an axle, we can still take the return. We take the cost of that part out of your refund. A full refund needs everything that came in the box, apart from string.
Used it at a contest?
The same condition rule applies
Competing does not change the rule. You can still return it inside 60 days if it meets the same new condition standard. If the contest left a ding, a scratch, vibe, or a stripped thread, it no longer qualifies for a full refund.
Open the box and look it over
7-day arrival check
If something is visibly damaged, the wrong item turned up, something is missing, the threads are faulty, or there is an obvious defect, email us within 7 days of delivery.
The problem was there on arrival
Once we confirm it, we sort it out. That can be a replacement, a repair, a full refund, full store credit, and we cover approved return shipping.
The problem shows up later
Some factory faults do not appear on day one. Those are covered by the 1-year warranty, as long as we can tell the fault came from the factory and not from a drop or misuse.
After a week we cannot tell a thread fault that came from the factory apart from a thread that got stripped by over tightening at home. Checking early protects you.
We cover our own mistakes for a year
1-year manufacturing warranty
A manufacturing defect is a fault that came from how the yo-yo was made. Those can show up months later. The Zenon Prime rims that started sliding at around three to six months are one of those. You can still claim on them.
| What happened | Covered? | How we look at it |
|---|---|---|
| Factory assembly fault | Yes | We check whether the fault came from production. |
| Rims sliding because the factory fit was too loose | Yes | Confirmed as a factory fault, you get the full remedy. |
| Faulty threading from production | 7 days | Tell us within 7 days of delivery. After that we cannot separate a factory fault from threads stripped at home. |
| Bearing seizes or grinds after a proper clean | We inspect | Send a short video with the sound on. We look at it and go from there. |
| Ding, scratch, or crash damage | No | Impact damage is not a factory fault. Offset Care is the cover for that. |
| Vibe after a hit or a drop | No | Impact vibe is not covered. Offset Care is the cover for that. |
| Vibe with no impact at all | We inspect | We check whether it came from manufacturing, the axle, the threads, how it was put back together, or handling. |
You get a full remedy. A repair, a replacement, a full refund, or full store credit, depending on the fault and what we have in stock.
It depends on whose fault it is
Who pays return shipping
You changed your mind
Wanting a different colour, a different yo-yo, an upgrade, or a refund is your call, not a fault. You pay to ship it back to us. If we are sending a different yo-yo out to you, you also pay for that trip.
The fault is on us
A defect, the wrong item, a missing item, or damage on arrival. Once we confirm it, we cover approved return shipping. In some countries you will need to post it first and send us the receipt so we can pay you back.
We cannot promise a prepaid return label in every country. Email us before you post anything so we can confirm how to send it and what shipping cost we will cover.
After your return reaches us
Refunds in 4 business days
Your return arrives, we inspect it, and we process the approved refund within 4 business days. After that it is with your bank or your payment provider, and how fast the money lands is up to them. Most people see it inside a working week. Some banks take longer.
If you damaged it
A full refund is not automatic
If the damage means the yo-yo fails the new condition rule, the 60-day full refund does not apply. Depending on how bad it is, we may offer a partial refund or store credit instead. That is our call, case by case, and it is not guaranteed.
What to send back and what to keep
Pads, bearings, string and the box
Pads
Pads are a wear part, like brake pads on a bike. They run out and that is normal. We do not post out replacement pads on their own, because the postage costs more than the pads do. You can buy them from the site. Worn pads never stop you returning a yo-yo.
Bearings
A played bearing is fine on a return. Try a clean first, most of them are fixable that way. If it is still wrong after that, email us a video.
String and box
Used string is a consumable, keep it. The original box helps but is not required. Just pack the yo-yo safely so it does not get dinged on the way back.
The yo-yo and the lessons are refunded separately
Returning a kit with digital lessons
Some kits are a yo-yo plus digital lessons. Send the physical parts back under the same rules above. The lessons are handled like this.
You have not opened any lessons
You get the full kit price back.
You have watched some lessons
You keep what you have watched, and that part of the price is not refunded. The yo-yo part is refunded as normal.
Every kit page shows how much of the price is the yo-yo and how much is the lessons, so nothing is a surprise at refund time.
Sold-out colours and presents are still covered
Limited editions and gifts
Limited editions
If the exact colour or edition has sold out, we cannot promise the same one back. For a confirmed warranty fault we give you the closest equivalent, or another fair solution worth the same.
Gifts
Covered. We just need the original order number, or some other reasonable proof of purchase.
Drops, dings and stripped threads
Accidental damage is not covered here
This page covers faults that came from our factory. A ding from a drop, a cracked half, or threads stripped by over tightening are accidents rather than manufacturing defects, so none of the cover above applies to them.
It is a paid add-on you choose on the product page before you check out. We never tick it for you at checkout.
Where you live
Consumer laws still apply
Australia
Our goods come with guarantees under Australian Consumer Law.
EU, Iceland and Norway
You have a 14-day right to cancel by law. It runs alongside our 60-day policy. Whichever one is better for you is the one that applies.
FAQ
Common questions
My bearing went responsive. Do I send the yo-yo back?
No. Clean the bearing first, that fixes it most of the time. If it is still wrong after a proper clean, email us a short video with the sound on and we will take a look.
Why is my brand new bearing already loud?
New bearings often sound loud for the first week and then quiet down. Loud on its own is not a fault. A bearing that locks up, grinds after a clean, or will not spin at all is a fault.
Can I play with the yo-yo before returning it?
Yes. New condition does not mean unopened. For a full refund the body still has to be free of dings, scratches, chips, impact vibe, stripped threads, and changes you made.
Do you charge a restocking fee?
No. A restocking fee is a charge a store takes out of your refund when you return an item, usually 10% to 20% of the price or a flat amount. We do not take any of it. You get the full price of the yo-yo back.
Do I get my shipping back?
If you changed your mind, no. The shipping you paid already happened, and you cover posting it back to us. If the fault is ours, we cover approved return shipping.
What if I used it at a contest?
That is fine, as long as it still meets the new condition rule. Competing is not an excuse for damage.
Vibe appeared and I never hit it. What now?
Email us. We check whether it came from manufacturing, the axle, the threads, how it was put back together, or handling.
Do I need the original box?
It helps, but no. Just pack the yo-yo safely, along with the parts that came in the box.
Do I need to send the string back?
No. String is a consumable. Keep it.
Will you send me replacement pads?
Not on their own. Posting a set of pads costs more than the pads. You can buy them on the site. Worn pads never stop you returning a yo-yo.
How fast is the refund?
We process it within 4 business days after we inspect the return. Your bank then needs its own time to show it, usually about a working week.
I dinged it myself. Is that covered?
Not by the warranty. That is what Offset Care is for.
Tell us what happened