Refund policy
CONTROL FREAKZ — RETURN & REFUND POLICY
At Control Freakz, our custom controllers are individually built, modified, upgraded and tested according to the options selected by the customer.
Custom & Personalised Controllers — Change of Mind
Controllers that are built, modified or personalised to a customer's specifications are custom-made products.
Because of the personalised nature of these products, the standard change-of-mind cancellation right may not apply to custom-made or personalised goods.
Where possible, we may accept a cancellation before production of a custom controller has begun. Once a custom order has entered production, we cannot normally accept a cancellation, return or refund simply because the customer has changed their mind.
Please review your controller specification carefully before completing your purchase.
Where a product has not been customised or personalised, any applicable statutory cancellation rights remain unaffected.
Faulty, Incorrect or Damaged Products
Your statutory consumer rights are not affected by this policy.
All products supplied by Control Freakz must be of satisfactory quality, fit for purpose and as described.
If your controller arrives faulty, damaged, incorrect or develops a fault, please contact us as soon as reasonably possible at hello@controlfreakzofficial.com.
Depending on the circumstances and your statutory rights, we may provide:
- troubleshooting and technical support
- repair
- replacement parts
- replacement of the controller
- refund where applicable
Under UK consumer law, customers may have a short-term right to reject faulty goods within 30 days of receiving them. After this period, customers may have rights to a repair or replacement and, in certain circumstances, a refund or price reduction.
Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015.
Damaged in Transit
If your order arrives damaged in transit, please contact us as soon as possible.
Where possible, please notify us within 48 hours of delivery and provide:
- your order number
- photographs of the packaging
- photographs or video showing the damage
Reporting transit damage quickly helps us investigate the issue with the delivery provider. Failure to report transit damage within 48 hours does not affect your statutory consumer rights.
Returns
Please contact Control Freakz before returning a controller so that we can provide the correct return instructions.
Where a product is faulty, damaged, incorrect or not as described and a return is required, Control Freakz will cover reasonable return costs where required by law.
For any return accepted by us that is not connected to a product fault or our error, the customer may be responsible for the return shipping cost.
Where reasonably possible, please return the controller together with any supplied accessories and packaging. Missing or damaged packaging does not remove your statutory rights in relation to faulty goods.
Returned products may be inspected and tested to identify the reported fault before the appropriate remedy is provided.
Refunds
Where a refund is due, it will be issued to the original payment method.
Once a refund has been processed, please allow up to 10 business days for it to appear, depending on your bank or payment provider.
Contact
For returns, faults, warranty support or order enquiries:
Control Freakz
Email: hello@controlfreakzofficial.com
Address: 23 Lunardi Court, Puckeridge, Ware, SG11 1UT, United Kingdom
This Return & Refund Policy does not affect your statutory consumer rights