// Warranty & Customer Support Policy

Warranty & Customer Support Policy

Last Updated: 14 August 2026 

At The Kyber Collective (TKC), we are committed to delivering high-performance, combat-ready lightsabers engineered to last. Every saber undergoes rigorous quality checks before dispatch. To protect your investment, every lightsaber purchased through our store is backed by our comprehensive Warranty and Customer Support Policy.

1. Shipping Inspection & Transit Claims

To ensure your order arrives safely, please follow these steps upon delivery:

  • Inspect Outer Packaging: Please check your parcel immediately upon arrival. If the package is severely damaged, crushed, or tampered with, reject the delivery directly with the courier.
  • Damaged Parcels: If damage is discovered after signing for the parcel, request an official Damage Case Number from the delivery courier on the spot.
  • Unattended Deliveries: If a parcel is left at your doorstep or collection point, take photos of all sides of the box and record a continuous, unedited unboxing video before opening.
  • Strict 10-Day Reporting Window: Any shipping damage or apparent defect present upon delivery must be reported within 10 calendar days of delivery (based on courier tracking timestamps). Please retain all original box packaging for at least 7 days to facilitate potential returns. Latent manufacturing or electronic defects that develop subsequently remain covered by the 3-year limited warranty
  • Missing Parcels: If tracking marks your package as "Delivered" but you cannot locate it, you must report it to the carrier and notify us at contact@thekybercollective.com within 72 hours. Missing package claims reported after 30 days cannot be processed.

2. 3-Year Limited Warranty Coverage

We stand behind our electronics and craftsmanship.

What Is Covered:

  • 3-Year Electronics Warranty: We cover internal electronic failures, board defects, soundboard issues, and manufacturing defects for 3 full years (36 months) from your delivery date.
  • Approved Defects: For verified manufacturer defects approved within the warranty window, The Kyber Collective will handle inspect fees, replacement components, or return logistics at no cost to you.

What Is NOT Covered (Exclusions):

  • User Misuse & Water Damage: Accidental drops, liquid exposure, water immersion, or reckless abuse.
  • Improper Charging: Damage caused by using fast chargers (over 5V / 1A–2A), laptop bricks, or unapproved charging cables.
  • Unauthorized Modifications: Unauthorized disassembly of internal chassis wiring, custom soundboard soldering, or unofficial firmware flashing (including improper Proffie board flashing).
  • Normal Wear & Tear: Minor cosmetic scratches from dueling, normal battery capacity degradation over time, or subtle finish variations within industry tolerances.

3. Mandatory Return & Replacement (RMA) Process

To process a repair, replacement component, or return claim, you must follow our standard Return Merchandise Authorization (RMA) workflow: 

  1. Submit Video Evidence: Contact our support team at contact@thekybercollective.com with your Order Number and a clear, high-quality video showing the exact issue.
  2. Guided Diagnostics: If the issue is unclear, our support team will provide quick troubleshooting steps to help isolate hardware faults from operational settings.
  3. Pre-Authorization Required: Do not ship items back without prior written authorization from our support team. Packages returned without authorization will be refused.
  4. Resolution Method: We reserve the right to resolve valid claims by providing specialized replacement components (e.g., replacement drop-in cores or blades) rather than full hilt exchanges.

4. Safety, Charging & Usage Guidelines

Custom lightsabers house high-drain lithium-ion power cells and sensitive electronic chassis. Please adhere strictly to the following safety precautions: 

  • Charging Standard: Only charge your saber using a certified 5V / 1A–2A power adapter paired with the provided USB cable. NEVER use fast-charging phone blocks, laptop USB ports, or high-amperage chargers.
  • Supervised Charging: Never leave high-drain lithium-ion batteries charging unattended for extended periods or overnight.
  • Heat Dissipation Warning: The solid aluminum alloy hilt acts as the primary heat sink for internal components. NEVER operate the electronic core assembly outside of the metal hilt for extended periods, as extreme heat buildup will melt internal components and void your coverage.

5. Contact Customer Support

Need help troubleshooting, requesting warranty assistance, or asking a technical question?

  • Support Email: contact@thekybercollective.com

  • Diagnostic Response Time: Within 2 to 3 business days upon receiving formal email notification and video evidence.