Terms & Conditions
Terms and Conditions
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including payment information/ credit card etc), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
By using our website, you accept these terms and conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website.
How the Contract Is Formed Between You and Us
After you place an order with us online, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.
We will confirm our acceptance to you by sending you an e-mail that confirms that the products have been dispatched (Dispatch Confirmation). The Contract between us will be formed when we send you the Dispatch Confirmation.
If we are unable to supply your products, for example because those products are no longer available or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, we will refund you the full amount as soon as possible.
In the event that an order is refunded we will not accept any liability for any bank charges which may have been incurred.
A full explanation about how to place an order is in the FAQ section of our website.
The contract between you and us is binding on you and us and on our respective successors and assigns. You may not transfer, assign, charge or otherwise dispose of a contract, or any of your rights or obligations arising under it, without our prior written consent We may transfer, assign, charge, sub-contract or otherwise dispose of a contract, or any of our rights or obligations arising under it, at any time during the term of the contract.
Cooling off period
TES Consumer Solutions T/A Custom Controllers offer a 30-day money back guarantee on all products starting from the day the item is delivered. During this period if you are unhappy with the product then you can return it for a full refund.
Where there is only 4 days left of said period you will have 5 working days to return the unit/s to us once we have been notified. Products will not be liable for return outside of this period where a product has been damaged.
The item must be returned in all original packaging with the warranty card and received by us in the same condition as issued.
By returning your device within the cooling off period you will be subject to pay for the postage of the item.
To submit your return please visit https://returnsportal.customcontrollers.com/
TES Consumer Solutions T/A Custom Controllers must be notified before the end of the period so we can authorise your return. If the controller is not in its original packaging or the customer notifies TES Consumer Solutions T/A Custom Controllers after the 30 days, then your refund request will be refused.
All 'Create Your Own' and 'Engraved' items are not eligible to be cancelled or returned for a refund due to them being bespoke products.
All controllers Manufactured and tested by TES Consumer Solutions T/A Custom Controllers may contain reconditioned parts to produce a high-quality customised product. All products sold by TES Consumer Solutions T/A Custom Controllers are covered for a period of 12 months from the date that you purchased your controller; this is issued and covered by TES Consumer Solutions T/A Custom Controllers. If the warranty sticker is removed or damaged, then your warranty is void. This warranty covers the electrical functionality of the controller and does not cover general wear and tear. If your item is outside the warranty period, then TES Consumer Solutions T/A Custom Controllers can quote you on a repair service.
- Warranty is not transferable to third parties unless given as a present (or words to that effect)
- The warranty will only be honoured if the controller is bought directly from either TES Consumer Solutions T/A Custom Controllers or an officially partnered re-seller.
- Repairs are guaranteed for three months, from date of receipt, or to the end of the 1-year warranty; whichever is the longest
Standard 12 months warranty does not cover damage caused by human error and/or accidental damage. Quotes can be provided for repairs.
All controllers manufactured by TES Consumer Solutions T/A Custom Controllers are tested using only official Microsoft/Sony headsets. TES Consumer Solutions T/A Custom Controllers cannot be held liable for any 3rd party/nonofficial headsets not working with a controller. If a customer wishes to return a controller because of such fault, the return will be denied. Please ensure your third-party headset is compatible with the same version of controller you are wishing to purchase.
If your device develops a fault within 30 days of receipt, a return will need to be processed through our online returns portal and a pre-paid postage label will be provided. If the customer uses an alternative method, then TES Consumer Solutions T/A Custom Controllers will not reimburse postage costs if eligible.
All Orders placed between December 1st - December 20th gain an extra month mechanical warranty.
All designs are covered in our 3-month design warranty. This covers any discolouring, chroming, fading, peeling, or any other issues on any of our designs. If the warranty sticker is removed the warranty is void. After the 3 months TES Consumer Solutions T/A Custom Controllers can still repair any design issues however this will come at a small cost which can be obtained by contacting our customer service team.
All controllers are designed and manufactured by TES Consumer Solutions T/A Custom Controllers. All designs and customised parts are manufactured by CCUK. Designs are registered and protected under the trademark and IPO belonging to TES Consumer Solutions T/A Custom Controllers.
How to Claim on your warranty
Please go to the Return My Item section of our website and follow the online process to download your returns label via the Royal Mail.
You must adhere to the instructions below when you return your device:
- Devices must be packaged sufficiently for transit and if the appropriate packing is not used then you would be held responsible for any damage in transit etc.
- Ensure that the label is securely fastened to the parcel and that the barcode is not obscured by tape. The barcode is crucial in getting the goods back.
- There is a 30-day claim period, customers must contact Custom Controllers within this period with a query in order for this to be processed.
- The maximum amount that can be claimed for any device is £150. If your device is high value, we would recommend sending this via special delivery.
Once the controller is received and verified it is covered by this warranty your controller will be repaired or replaced and shipped to you within 5 working days of receipt, subject to Returns Policy. If the fault or damage is not covered by this warranty, we shall contact you and arrange to return the controller to you. We reserve the right to charge you for the carriage if the fault or damage is not covered by warranty.
Where we replace your controller:
The replacement controller will be owned by you, and we will retain the original. You will not be entitled to ask for the original controller to be returned to you; and any remaining time left on your 12-month warranty will be transferred to your replacement controller, and if there is less than 3 months remaining on the warranty, we will extend the warranty so that you will have 3 months' warranty on the replacement controller.
Price of products and delivery charges
The prices of the products will be as quoted on our site.
Prices for our products may change, but changes will not affect any order which we have confirmed with a Dispatch Confirmation.
All prices are fully inclusive of VAT (Value Added Tax) at the applicable current rate chargeable in the UK for the time. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.
The price of the products does not include delivery charges. Our delivery charges are as quoted on our site from time to time.
It is always possible that, despite our reasonable efforts, some of the products on our site may be incorrectly priced.
If we discover an incorrect price, we will inform you and will give you the option of continuing with your order based on the correct information or cancelling the order. We will not process your order until we have your instructions. If we are unable to contact you, we will treat the order as cancelled and notify you in writing.
Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.
All controllers are handmade and manufactured to order, therefore the advised delivery time starts from when the products have been manufactured.
During busy periods TES Consumer Solutions T/A Custom Controllers do reserve the right to extend delivery times to ensure a high-quality control standard is achievable and consistent. During the months of November, December & January we get extremely busy and thus hold the rights to extend delivery times. All orders placed prior to a specified date on the TES Consumer Solutions T/A Custom Controllers homepage will be dispatched before Christmas unless stated in the product description.
TES Consumer Solutions T/A Custom Controllers cannot guarantee any order to arrive in time for Christmas if the item is ordered after the advised cut-off date. This date can change year on year but will always be clearly stated on our website before an order is placed.
If due to any unforeseen error and we cannot fulfil your order in time for Christmas, the customer will be entitled to any other available design on the same platform at the same value or eligible for a full refund. In these circumstances our custom service team will notify the customer. Compensation cannot be given in this occurrence.
Repair or Replacement
If a Repair or Replacement is requested then please allow 7 working days after either the receipt of the controller additional information has been requested, regarding the reported fault, and received, Failure to provide sufficient information may impact the process time of your request.
Please note that TES Consumer Solutions T/A Custom Controllers, dependent upon the fault found, reserve the right to either repair or replace the controller.
If after investigation no fault is found the Customer is responsible for the postage costs associated with the return of the controller and may also be charged the inspection/administration fee to up to, but not exceeding, £30.00.
How to pay
We accept all major Credit/Debit cards, Apple Pay, Google Pay and Klarna.
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay in 3
- Pay Later
Further information and Klarna’s user terms you can find here.
- General information on Klarna can be found
- Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.
Promotions, Promotion Periods and competitions
These are the terms which apply to any competition, prize draw, promotion, or a combination of any of these, which we or our promotion partners may run, whether on our websites, partners sites or social media platforms.
For the purposes of all Promotions, the promoter is the entity You have contracted with under these Terms and Conditions
In these terms and conditions, 'we', ' us', 'our' and 'Promoter ' all mean TES Consumer Solutions T/A Custom Controllers. Our registered address is Kingswood Lakeside, Blakeney Way, Cannock, WS11 8JD.
Start and End Date/Time
Each promotion will have its own specific promotional terms and conditions and each promotion (promotion period) will be specified in the applicable individual web landing page or social media platform for the relevant promotion. Each promotion will automatically close at the end of the relevant promotion period, at which point no further participation in that promotion will be possible. Where no promotion period is specified, the relevant promotion will end when it is discontinued on the platform.
Participation in any promotion, prize draw, competitions, or other form of promotion, or a combination of any of these is voluntary.
Entering a promotion
To be eligible to participate in any promotion, competition you must be at least 18 years old; or older, or the legal age of majority in Your home country, state or province.
In entering/participating in a Promotion, you confirm that you are eligible to do so and eligible to claim any prize you may win. We may require you to provide proof that you are eligible to enter into the Promotion.
You may only make a maximum of one entry into each Promotion or competition (unless the Specific Rules for a particular Promotion expressly set a higher maximum number of entries for that Promotion).
Competitions and prize draws exclude employees and their immediate families or households (whether related or not) of the promoter, its agents or anyone professionally connected to the competition or promotion.
There is no charge to enter a Promotion. However, if entry is made via text message, MMS or telephone call, your network provider will usually charge according to their standard rate or deduct it from your allowance. If entry is made by text message, be sure to use the correct short code; be aware that short codes change from Promotion to Promotion. In all cases, please check with your service provider for more details. If you are not the bill payer, you must obtain the bill payer's permission before entering.
Competition winners and notifications
Entrants who win a prize as the result of any promotion consisting of a draw, competition, contest, (each, respectively, a winner and a prize) must accept the relevant prize “as is” and there is no right to a cash alternative unless we, in our sole discretion, elect to offer such a cash alternative (which may be less than the full value of the prize). We reserve the right, at any time, to substitute any prize with one or more prizes (other than a cash alternative) of substantially equivalent value.
Prizes will be drawn at random, no favouritism will be shown in terms of gender, age, geographic location, or any other factor.
All prizes will be drawn by the time or within the timeframe specified in the applicable specific promotional terms and, unless otherwise indicated there, a cash prize will be paid into the account of the winner. Where We arrange for a non-cash prize to be delivered to you, the delivery may need to be signed for. In the case of a non-cash prize, we will make all reasonable attempts to contact the winner using his/her account contact details.
If you win a prize, we will notify you within 30 days of the end date of the Promotion. To claim the prize, respond to the notification within the deadline set out in the Specific Rules (or within 28 days if no time frame is set in the Specific Rules within the notification) and follow the instructions which will be provided to you. If we have not been able to contact the winner within 30 days of the prize being won, we reserve the right to draw another winner in place of the original winner or to forfeit the prize altogether without liability to the winner.
Any entitlement to receive a prize is non-transferable.
The winner is solely responsible for the payment of any applicable tax in relation to the relevant prize and for any costs associated with the prize or its use, including without limitation the cost of complying with any requirements of applicable local law.
Where a prize consists of an event, activity, holiday or the performance of a service, the winner is solely responsible for complying with any booking or other conditions or instructions of the relevant third party provider or organiser and must be able to comply with any restrictions as to dates and times in relation to the prize (which may not be re-scheduled) and any other eligibility restrictions imposed by the relevant third party provider or organiser. The contract in relation to any such event, activity, holiday or service will be directly between the winner and the relevant third-party provider or organiser and we will not be a party to that contract or have any liability in relation to its performance or non-performance, which shall be the sole responsibility of the relevant third-party provider or organiser. We will not provide any form of insurance, including without limitation any public liability or cancellation insurance, in respect of any prize consisting of an event, activity, holiday or service.
Where, in relation to any prize, we make use of any third-party name or trademark, these are proprietary to the relevant third party. No licence, affiliation, sponsorship, or endorsement is claimed or should be inferred from the use of these names or trademarks or the use of any photograph of a prize. Any photograph used to promote a prize is for illustrative purposes only and the actual prize may differ from the item shown in the photograph, including without limitation as to make, model, specification, colour, finish, packaging, and other features.
Our offering of a particular prize implies no affiliation on our part with or sponsorship or endorsement of the relevant third-party manufacturer, supplier, provider, or organiser.
The winner is solely responsible for all use made of the prize. Except as expressly provided in these standard promotional terms, no representations, warranties, conditions or other terms are made, given or accepted by us and no other terms shall apply, as between us and any person, in relation to any prize, including without limitation any terms as to suitability, reliability, satisfactory quality or fitness for purpose, or any other implied terms, all of which we exclude to the maximum extent permitted by law.
The draw process for prizes, competitions or other form of promotion, or a combination is as follows:
(a) Each entry validly submitted by every entrant into a prize draw will be randomly selected.
(b) The prize draw winner will be selected by our marketing team or such other responsible person that they may direct.
Events Outside of Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.
Please note we have a complaints procedure. Our contact details for all purposes are:
Tel: 0333 121 1008