Returns & Warranty Information

Returns Policy

Our custom controllers are made to order and so exempt from the Consumer Rights Act 2015, as such, they are not eligible for refund under any circumstance. Defy Gaming do offer our own 14 day return period from the delivery of your product under certain circumstances and separate warranty policies. To begin a return, please use the Returns Form available at the bottom of this page.  You must read the below terms and conditions and information before submitting a request to ensure you’re eligible.

Please use the form linked at the bottom of this page to start the return process. Your item must be sent back within 14 days of delivery.
A small number of orders may have faults despite our rigorous testing. We will provide a pre-paid label to return the item to us. If you wish to use your own courier, you can at your own cost but we cannot be responsible for it being lost or damaged in transit. 

You must make the fault clear when contacting us as this is what your return will be assessed against. We welcome the use of photography or video to illustrate faults.

The item must be in its original packaging with no signs of damage or tampering with the exception of the agreed fault. Our controllers are sent with a warranty sticker and this must remain in-tact. Returned Xbox controllers must include the original batteries sent, battery cover and all booklets etc. 

If you wish to send your controller for repair, sending your controller in its original packaging is not necessary though please ensure it is securely wrapped to avoid damage in transit.

If any returned items are shown to have signs of damage or tampering caused by the customer, the return will be refused and there will be a charge of £10 for us to return the item to you to cover shipping and handling. This also applies where the fault has not existed in an attempt to return the item free of postage. 

Damage and tampering include but is not limited to:- the controller be opened in any way, screws being removed, dirt or foreign materials clogging or breaking buttons, water damage, accidental or intentional damage through dropping the controller or unreasonable force.

Please note that photo, design your own or any bespoke commission controller or controllers with laser engraving is exempt from refunds at any time. More information under Photo, Design Your Own, Controllers with Laser Engraving or Bespoke Commission Controllers below.

In addition to the terms and conditions on this page, additional policies are in place for international returns (any returns outside of the UK).

  1. If an item has been returned as faulty and is found not to be faulty, in an attempt to exploit the free returns label, the return will be refused. For the item to be returned to you, you will need to pay for 2 lots of postage costs to account for the free postage fraudulently obtained. Postage is at our current rate. 
  2. Royal Mail do not currently allow us to offer an international returns label. Because of this, we may have to ask you to post the item back at your expense for which we will refund you upon proof of postage. This is because we do not have access to all international postage facilities or your schedule for collection/drop-off availability. We are sorry for the inconvenience. Postage will be refunded up to a maximum cost of our original shipping rates for your country. 

Any controllers created using our online designer including photo controllers OR any bespoke commission controller including any custom controllers with laser engraving are unfortunately exempt from refunds due to their individual personalised nature. All sales are final.

Returns are only available in the event of a fault and will follow our standard return procedure and terms except refunds will be unavailable – repairs only.

Warranty – Custom Controllers Only

We offer 90 days warranty as standard with the option to upgrade to Extended Warranty when purchasing your custom controller.

To begin a return, please use the Returns Form at the bottom of the page.  You must read the below terms and conditions and information before submitting a request to ensure you’re eligible.

In addition to the 14 day return window, we offer a 90 day warranty for all custom controllers. If your controller develops a fault within 90 days of your purchase date that is not the result of an accident or tampering or excessive use or damage by customer we will fix or replace your controller. Warranty only covers internal parts, not custom shells, buttons or thumbsticks that have been tarnished via use. 

Defy Gaming will fix your controller where possible. In the event the controller can not be fixed, a replacement will be offered. If a replacement can not be offered due to a part being discontinued or unavailable, we will offer a comparable alternative. No refunds will be given under standard warranty. Shells, casings or graphics are not included in warranty though we may be able to swap these (if in stock) for a fee.

To claim on your warranty, please use the returns form. You will need proof of purchase (i.e. our confirmation email).
When sending your product back to us, we highly recommend using a tracked and fully insured service. We cannot be held liable for items lost or damaged in transit. Postage costs are non-refundable.

You MUST include the provided returns form inside the parcel for the return to be processed.

As we will be returning your original controller after repair, it is not necessary to send us the controller in its original packaging but you may do so if you wish. We do however recommend wrapping the controller securely to ensure it is not damaged in transit.
If any returned items are shown to have signs of damage or tampering caused by the customer, the return will be refused and there will be a charge of £10 for us to return the item to you to cover shipping and handling.

Damage and tampering includes but is not limited to:- the controller be opened in any way, screws being removed, dirt or foreign materials clogging or breaking buttons, water damage, accidental or intentional damage through dropping the controller or unreasonable force.

In addition to the standard warranty and 14 day returns window, Defy Gaming offer a paid-for Extended Warranty option. Extended Warranty grants the customer 12 months warranty from the date of purchase on a controller. The warranty must be bought at the same time as the controller in question and is non-transferable. Warranty only covers internal parts, not custom shells, buttons or thumbsticks that have been tarnished via use.

If your controller develops a fault within 12 months of your purchase date that is not the result of an accident or tampering or excessive use, we will fix or replace your controller. Shells, casings or graphics are not included in warranty though we may be able to swap these (if in stock) for a fee.

Defy Gaming will fix your controller where possible. In the event the controller can not be fixed, a replacement will be offered. If a replacement can not be offered due to a part being discontinued or unavailable, we will offer a comparable alternative. No refunds will be given under standard or extended warranty.

To claim on your warranty, please use the returns form. Proof of Extended Warranty will be required through proof of purchase.

When sending your product back to us, we highly recommend using a tracked and insured service. We cannot be held liable for items lost or damaged in transit. Postage costs are non-refundable.

You MUST include the provided returns form inside the parcel for the return to be processed.

As we will be returning your original controller after repair, it is not necessary to send us the controller in its original packaging but you may do so if you wish. We recommend wrapping securely to avoid damage in transit.
If any returned items are shown to have signs of damage or tampering caused by the customer, the return will be refused and there will be a charge of £10 for us to return the item to you to cover shipping and handling.
Damage and tampering includes but is not limited to:- the controller be opened in any way, screws being removed, dirt or foreign materials clogging or breaking buttons, water damage, accidental or intentional damage through dropping the controller or unreasonable force.

Covers Nintendo Switch consoles only. We offer a 12 month warranty for all custom consoles.
If your console develops a fault within 12 months of your purchase date that is not the result of an accident or tampering or excessive use or damage by the customer we will fix or replace your console.
Defy Gaming will fix your console where possible. In the event the console cannot be fixed, a replacement will be offered. If a replacement can not be offered due to a part being discontinued or unavailable, we will offer a comparable alternative. No refunds will be given under standard warranty. Shells, casings or graphics are not included in warranty though we may be able to swap these (if in stock) for a fee.
To claim on your warranty, please use the return form. You will need proof of purchase (i.e. our confirmation email).
When sending your product back to us, we highly recommend using a tracked and fully insured service. We cannot be held liable for items lost or damaged in transit. Postage costs are non-refundable.
You MUST include the provided returns form inside the parcel for the return to be processed.
As we will be returning your original console after repair, it is not necessary to send us the console in its original packaging but you may do so if you wish. We do however recommend wrapping the controller securely to ensure it is not damaged in transit.
If any returned items are shown to have signs of damage or tampering caused by the customer, the return will be refused and there will be a charge of up to £20 for us to return the item to you to cover shipping and handling.
Damage and tampering includes but is not limited to:- the console be opened in any way, screws being removed, dirt or foreign materials clogging or breaking buttons, water damage, accidental or intentional damage through dropping the controller or unreasonable force.
This warranty does not cover physical damage (such as a cracked screen on a handheld unit, liquid damage, or scratched game discs).

Start The Returns Process

Prior to submitting any return request, please ensure you’ve read our Returns information and Terms and Conditions above to ensure you’re eligible. Please then select from the options below depending on if you’re returning within 14 days of delivery or are returning under warranty.