Before registering a return with us please take a moment to view our FAQ section which could assist you with your issue with your item.
If your item has developed a fault, please click the link below and fill out the relevant details and our team will be more than happy to help.
Once we have accepted your returns request, please safely package your item with all original packing and follow the return instructions provided to you from our team at Custom Controllers.
In the unlikely event that your item is lost by the courier when being sent back to us then Custom Controllers cannot be held liable. We highly advise all customers use a tracked and insured delivery service to prevent this from happening.
Custom Controllers will not be liable for return postage costs. All return postage fees must be paid and posted by the customer. In the unlikely event that you receive a faulty item, then postage fees can be reimbursed. However we require the customer to initially pay for this cost and the refund will be initiated once we receive the item back to our warehouse.
The returns process is 5-7 working days.
All of our Products come with a 14 Day Money Back Guarantee, this means for whatever reason if you are unhappy with your purchase or you want to return your item for a full refund then you have 14 days to do so. The 14 day Guarantee starts from the day the product is received and ends after the 14 days have passed. Postage Costs will not be reimbursed.
Once we have received the returned item and confirmed it has arrived in all original packaging then we will initiate a refund to your account and you should receive the refund within 10 working days.
Our exchange policy is 14 days long, this begins the day you receive your item purchased. You then have up to 14 days to return the item. All products purchased on our website can be returned and exchanged for designs of the same value. If exchanges are requested for a higher price product, then the difference must be paid before we dispatch the new item. If the exchange is requested for a lower priced item than the original bought then we will refund the difference back to account that made the first transaction. All items to be exchanged have to be unused and in all original undamaged packaging. If items are returned without the original packaging or have signs of being used then your exchange will be rejected and a handling fee will be payable and charged to the account that made the original payment.
All controllers come with a 1 year Mechanical warranty provided by Custom Controllers Only. The warranty starts from the day of delivery, in the unlikely event that a fault develops then you are covered.
This warranty only covers mechanical damage.
All controllers are covered by a 3 month design warranty covering discolouration and design faults.
Create Your Own
Refunds and or replacements for faulty products will be provided in accordance with our standard Terms and Conditions.
By ordering the create your own product you are agreeing that the design you have created is accurate.
If you wish to cancel a Create your Own product within the 14 day cooling off period we will incur a 35% restocking fee.