At OG Repairs, we are committed to providing high-quality products and services. This policy outlines the terms for refunds and returns across our four main categories: refurbished consoles and controllers, 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. Refurbished Consoles & Controllers

Every refurbished unit is tested across every port and function, internally cleaned, given fresh thermal paste where applicable, graded for cosmetic condition, and photographed and packed for its specific order before it leaves us.

Cancellations before dispatch:

Orders can be cancelled before dispatch, but an 8% restocking fee will apply. By the time an order is placed the unit has already been through testing, grading, cleaning and preparation, and has been allocated, packed and booked in with our courier. The fee covers that labour and the logistics already incurred, and is deducted from your refund.

Where a refurbished controller has been fitted with TMR anti-drift stick modules, that work is carried out to order in the same way as a custom build, and the same 8% applies.

Returns after delivery:

You may return a refurbished item within 14 days of receipt for a refund, in line with your statutory rights. The item must be returned complete, with everything it shipped with, and in the condition it arrived in. Return shipping is the customer's responsibility unless the item is faulty or not as described.

Refurbished items are sold by cosmetic grade, and the grade you chose is described on the product page. Cosmetic wear consistent with the grade purchased is not a fault and is not grounds for a refund under this section.

Faulty items:

If a refurbished item arrives faulty or is not as described, contact us within 3 days of delivery and we will arrange return carriage at our cost and provide a repair, replacement or full refund. Nothing in this policy affects your statutory rights. Faults found later are covered by the 12-month warranty that comes with every refurbished item (see our Warranty Policy for what it covers and how to claim).

4. 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.

5. 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. If a refund cannot be returned to the original payment method, or your case has been escalated by our team, we will send you a link to our escalated refund form. Escalated refunds are handled manually and take 14 to 21 working days.

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, 10:30 AM to 6:00 PM (GMT - London)