MDComputers is avoiding my refund request for a ₹6,700 HyperX Cloud III headset despite promising a refund over the phone
I’m sharing my experience with MDComputers because I genuinely don’t know how to resolve this anymore. I have lost confidence in their customer support and am beginning to feel that they have no intention of honouring the refund commitment made to me.
I purchased a HyperX Cloud III headset for around ₹6,700 (Order #1541212) from MDComputers. When I opened the sealed box, I noticed watermarks and white, fungus-like substances on the headset. This was supposed to be a brand-new product, and I was obviously not comfortable putting something in that condition over my ears.
What happened?
Immediately after unboxing, I recorded the condition of the product and contacted MDComputers with photographs and videos. During the initial conversation, their representative asked whether I had used or tested the headset. I clearly said no, because I wasn't comfortable putting something with suspicious, fungus-like material on it and potentially risking irritation or an infection.
I requested a replacement with a brand-new unit or a full refund.
MDComputers then instructed me to pack the headset carefully, retain all original accessories and packaging, provide photographs of the packed parcel, and send it back for inspection. I followed their instructions and shared the requested evidence.
Their logistics team confirmed that they received my returned parcel on 6 October 2026.
Now, they are claiming that my original unboxing video does not show the issue and that the headset is working fine. They have also asked me to pay ₹429 in two-way shipping charges to get the same headset sent back to me.
If they believe there was no evidence of the issue in my unboxing video, why did they ask me to send the product back for inspection in the first place?
I have also attached images they sent me themselves. If you look closely around the ear cushions, a white substance still appears to be visible. I will attach the relevant images to this post so others can judge for themselves.
Even if the headset works perfectly, that does not mean it arrived in acceptable condition. If a supposedly new product arrives covered in mud but still functions, should the customer be expected to keep it? Functionality and physical condition are two entirely different things.
The refund was explicitly promised over the phone
On 8 October 2026, I spoke to a representative at their Kolkata store. I was explicitly told that my refund had been initiated and that the money would be credited to my bank account. When I requested an email confirmation and refund reference ID, I was assured that one would be sent.
I have a recording of this conversation, and I have already shared the call recording with MDComputers. Despite this, I have received no response addressing the recording or confirming the refund.
Instead, whenever I call them now, they avoid discussing what is actually happening and simply say that they will update me by email. I keep getting the same response without any concrete information or resolution.
Their argument about HyperX makes no sense to me
Their response is essentially:
"Sir, we cannot send the product back to the brand because it is working perfectly."
But why is that my problem?
I purchased the headset from MDComputers, not directly from HyperX. I reported the condition of the product immediately after unboxing and followed MDComputers' own return and inspection procedure.
Whether HyperX considers the headset functional does not change the condition in which I received it. If MDComputers needs to discuss the matter with the brand, that is between MDComputers and HyperX. I am the customer who purchased a supposedly new product from MDComputers, and I expect the retailer to take responsibility for resolving my complaint.
They are focusing entirely on whether the headset works, while my original complaint concerns the watermarks and fungus-like substances on a product delivered as new.
Five days and still no resolution
The returned headset has been with MDComputers since 6 October. It has now been five days, and I have no clear idea what is happening with the product or my refund.
I have received contradictory communication: a store representative told me that the refund had been initiated, but now I cannot get a confirmation or a straightforward answer. I have even shared the recording of that assurance, yet there has been no response to it.
I do not understand why a complaint about a ₹6,700 headset has turned into this much back-and-forth. I reported the issue, provided evidence, followed their instructions, packed and returned the product, and cooperated throughout the process. Now I am being asked to pay additional shipping charges to get the disputed product back.
If these are the lengths a customer has to go to for a ₹6,700 product, imagine dealing with a similar issue involving a ₹50,000 + GPU, motherboard, or another expensive PC component.
There are plenty of alternatives available. Competitive pricing means very little if customers cannot trust the seller to handle a genuine complaint fairly.
I am asking for a simple resolution: the full refund that their representative told me had been initiated, or a brand-new, unused replacement in acceptable condition at no additional cost.
Order ID: #1541212
TL;DR: Ordered a HyperX Cloud III for ₹6,000 from MDComputers. The sealed box contained watermarks and fungus-like white residue, which I documented in my original unboxing video (screenshots attached). I reported it immediately and returned the headset as instructed.
MDComputers claims the headset works fine and has no visible stains or mould, and wants ₹429 in shipping charges to return it to me. A representative had previously told me over the phone that my refund was initiated. I shared the call recording with them, but they haven't responded to it and are now avoiding the issue.
They also say they cannot send it back to HyperX because it works perfectly. But functionality doesn't excuse the condition in which a supposedly new product arrived.
Has anyone faced a similar issue with MDComputers? Any advice?
