Refund & Return Policy
At OG Repairs, we are committed to providing high-quality products and services. This policy outlines the terms for refunds and returns across our three main categories: custom controllers, Edge modules, and repair services.
1. Custom Controllers
All custom controllers are made to order. Each build involves prepared parts, modifications, and labour specific to your order.
Cancellations before dispatch: Orders can be cancelled before dispatch, but a 12% restocking fee will apply to cover parts already prepared, modifications carried out, and labour incurred. The restocking fee will be deducted from your refund.
Returns after delivery: You may return your controller within 3 days of receipt for a refund. The item must be returned in its original condition with all included accessories. Return shipping costs are the customer's responsibility.
Defective items: If your controller arrives defective, please contact us within 3 days of delivery. We will arrange a return and provide a replacement or refund at no cost to you. Defects discovered after 3 days are covered under our standard 12-month warranty.
2. Edge Modules (TMR / GuliKit)
Edge modules are made to order and prepared specifically for your DualSense Edge controller. The same cancellation (12% restocking fee), 3-day return, and defective-item terms as custom controllers apply.
3. Repair Services
Repairs we are unable to complete: If we are unable to complete a repair and no viable resolution is available, we will return your device and issue a full refund. This does not apply where the customer chooses not to proceed with a viable repair quote.
Customer-initiated cancellations: If you send your device in for repair and subsequently choose to cancel, we can return your device. The following costs will be deducted from your refund: return shipping cost, the cost of the original inbound shipping label, and a £10 intake and processing fee.
Repair warranty: Completed repairs are covered for 30 days for faults directly related to the work performed. Issues outside the scope of the original repair are not covered.
4. General Return Process
- All returns must be sent by mail to our address below.
- Returns are inspected upon receipt, and refunds or resolutions are provided based on the inspection outcome.
- Refunds are processed within 10 business days to the original payment method.
Contact
Email: support@ogrepairs.com · Address: OG Repairs, Unit 9, Hatcham Road, London, SE15 1TR, United Kingdom · Phone: +44 20 3965 9651 · Support Hours: Monday - Friday, 10:00 AM to 5:00 PM (GMT - London)