- Returns & Exchanges
Returns & Exchanges
If you are not satisfied with your purchase, please email [email protected] or call us at 800-214-4342 within 30 days of delivery.
Please identify what is wrong with the controller and if you are looking for an exchange or a refund. A product that has been abused or shows signs of wear or damage may not be returned under any circumstances. For all other products, if the item is returned in the original packaging, we will exchange the controller or provide you with a full refund.
Receiving a controller with incorrect parts
If you receive an incorrect controller or a controller missing specifically ordered parts, please email [email protected] within 30 days of receiving your controller. In the email to customer support, please list what is incorrect with the controller and also include your original order number. After emailing customer support, you can either send it back to our office and a new controller will be sent / or you can keep the controller and be refunded for the missing parts.
Receiving a damaged or defective controller
If you receive a controller that is not working properly, please email [email protected]. Please be sure to include the first and last name on the order and also your order number. The item can either be exchanged for a properly working controller or you will be provided with a refund. The original sales receipt must accompany returns. Please ship the controller back in its original packaging.
Restocking Fee of Returned Controllers & Cancelled Orders
If you buy a controller which is delivered to your home and decide you no longer want the controller, there may be a restocking fee. If the controller was built in our "Build Your Own" section of our website, there is a 20% restocking fee. All other controllers on our website can be returned within 30-days for a full refund with no questions asked. A restocking fee is necessary for our "Build Your Own" section as all controllers are hand-built and many contain unique parts such as gamer tags and rapid-fire which cannot be re-used by the company.
Shipping Charges for Returns
If you are shipping back a controller for a repair/exchange due to incorrect parts or a defective controller, Custom Controllerzz will refund you for the shipping charges or provide you with a prepaid shipping label. A receipt must be supplied to Custom Controllerzz for the refund to be made back to your account. The customer is responsible for all shipping costs if the seller is not at fault.
If you return a controller within 30 days of delivery, a refund will be issued once the controller is received and has been fully tested in our office. You will be refunded back to the original payment method on file.