“The Razer Zephyr was conceived to offer a different and innovative face covering option for the community,” the company said at the time. “The FTC’s claims against Razer concerned limited portions of some of the statements relating to the Zephyr. More than two years ago, Razer proactively notified customers that the Zephyr was not a N95 mask, stopped sales, and refunded customers.”
FTC: Only 6 percent of US purchases were refunded
The FTC lawsuit casts doubt on the earlier availability of refunds, saying that Razer “allegedly implemented” a refund policy. Razer provided refunds for less than 6 percent of Zephyr purchases in the US, the FTC said.
“While Defendants purport to have instituted a policy of fully refunding consumers concerned about the filters on January 9, 2022, Defendants did not promote that policy in its January emails to consumers or on its website,” the FTC said.
That’s a reference to a Razer email sent to mask buyers acknowledging that the mask “is not a medical device nor certified as an N95 mask.” The FTC said the Razer email to consumers “did not invite or otherwise indicate that consumers who believed they were purchasing an N95 mask when they purchased the Zephyr could request a refund from Razer.”
Razer customers who sought refunds ran into several kinds of problems, the FTC said. Some “were told that they could not receive a refund because they were outside of Razer’s standard 14-day return policy,” while others “were told that they could not receive a full refund because they had used the disposable filters provided with the Zephyr when they bought the Zephyr in October 2022 or because the Zephyr was no longer sealed and unused,” the lawsuit said.
“Numerous customers were deterred from, or confused regarding their ability to, obtain full refunds because of statements by Defendants’ customer service representatives that they were ineligible for full refunds,” the lawsuit said.
We contacted Razer today and will update this article if it provides further comment.