RETURNS & WARRANTY POLICY
Returns, Repairs and Warranty for Custom Controllers
X-Mods builds made-to-order controllers with thousands of possible combinations. Because each build is made specifically for you, returns and warranty claims work differently from standard off-the-shelf products.
- We do not offer “money back” as our standard outcome on custom builds.
- If there is a fault, we will assess it and repair or replace where appropriate.
- Your statutory rights are not affected.
CONTENTS
Find the Section You Need
Use this page to understand warranty cover, made-to-order returns, faulty items, international returns, and what is not covered.
WARRANTY OVERVIEW
Warranty Overview
Custom Controller Warranty
All our controllers are treated as custom products, including pre-designed builds. These are still made to order, assembled, and tested before dispatch.
- Standard warranty: 6 months on custom controllers.
- Extended warranty: 12 months when purchased with the controller.
- Extended warranty is non-transferable.
How We Handle Faults
If something is wrong, we will assess the issue and provide a repair or replacement depending on the fault and the condition of the controller.
Where the law requires a different remedy, we will apply the appropriate outcome.
CUSTOM BUILDS
Made-to-Order and Personalised Builds
Made Specifically for You
Controllers that are made to order or personalised, including any engraving, are built specifically for one customer and cannot usually be resold as new.
This means change-of-mind returns are normally not available for custom or personalised builds.
Customer Design Errors
If a build has been designed incorrectly due to customer error, such as engraving mistakes, typos, or accidental option selections, this is not treated as a product fault.
We may be able to change parts for a charge to cover time and materials. Contact us to discuss the options.
If your item arrives faulty, damaged, or not as ordered, contact us as soon as possible so we can assess the issue properly.
FAULTY ITEMS
Returning a Faulty Item
If an issue appears shortly after delivery, contact us as soon as possible so we can assess it quickly. A small number of orders may develop faults despite testing.
How to Start the Process
- Email aftercare with your order number.
- Explain the fault clearly.
- Include photos or video where possible.
- Wait for return instructions before sending anything back.
Condition and Packaging
- Send the item back securely wrapped.
- Original packaging is preferred but not required for repairs.
- The warranty sticker must remain intact.
- Signs of tampering or damage may result in the return being refused.
The return may be refused. If you want the item sent back, there may be a handling and return shipping charge, typically £10 plus shipping at our current rates.
This includes, but is not limited to: opening the controller, removing screws, breaking warranty seals, foreign material clogging buttons, liquid damage, drop damage, or excessive force.
INTERNATIONAL RETURNS
International Returns
Return Shipping
Additional terms apply to returns from outside the UK. In some cases, we may not be able to provide an international returns label.
You may need to post the item back at your own expense. In some cases, we can reimburse shipping up to our original outbound shipping rate for your country, provided proof of postage is supplied.
Tracked Service Recommended
We recommend using a tracked and insured service when sending items back to us.
We cannot be liable for items lost or damaged in transit when being returned to us.
If an international return is sent back as faulty and is found not to be faulty, you may be required to pay return shipping and a handling fee before the item is sent back.
STANDARD WARRANTY
Standard Warranty - Custom Controllers
Standard warranty is 6 months from the purchase date for custom controllers. If your controller develops a fault within this period, and the fault is not caused by accident, tampering, misuse, or customer damage, we will repair or replace it depending on the issue.
What the Warranty Covers
- Internal faults.
- Workmanship issues.
- Faults not caused by misuse, damage, or tampering.
- Replacement where repair is not possible.
Replacement Availability
If an identical replacement is not possible because parts are discontinued or unavailable, a comparable alternative may be offered.
Proof of purchase is required for warranty claims.
EXTENDED WARRANTY
Extended Warranty - Custom Controllers
12 Month Cover
Extended warranty is a paid option that provides 12 months cover from the purchase date.
It must be purchased at the same time as the controller and is non-transferable.
How Claims Work
- Proof of purchase is required.
- The issue must not be caused by accident, misuse, damage, or tampering.
- Use a tracked and insured service when sending items back.
- Include return details inside the parcel for processing.
NOT COVERED
What Is Not Covered
Damage, Misuse or Tampering
- Opening the controller.
- Removing screws.
- Breaking warranty seals or stickers.
- Liquid damage.
- Drop damage.
- Damage caused by unreasonable force.
Wear, Cosmetic Issues and Customer Errors
- General wear and tear on external custom parts.
- Cosmetic wear from normal use.
- Wear to shells, casings, graphics, buttons, or thumbsticks.
- Customer design errors, such as engraving typos or accidental selections.
We can often fix issues through our Send-In Repair Service, subject to the type of fault and parts availability.
START A CLAIM
Start a Return or Warranty Claim
Email af*******@*******co.uk with your order number, a clear description of the issue, and photos or video where useful.