Warranty Policy

OG Repairs Ltd (company no. 16981744) provides a 12-month limited warranty covering component failure and workmanship on the custom controllers, repairs and refurbished items described below. It covers parts and labour on the specific item or repair we supplied. It is not an all-risk or accidental-damage policy, and it does not cover the whole device where we only worked on part of it.

1. Overview

• Warranty start date: the day the item is delivered to you or collected in person, whichever is earlier.
• Proof of purchase: please provide your order number or receipt. For statutory claims we accept any reasonable evidence that you bought the item from us.
• Who it covers: this warranty is offered to the original purchaser. Statutory rights belong to the person who bought from us and are unaffected.
• The period does not reset: where we repair or replace an item or part under warranty, the original 12 months continues from the original delivery date.

Statutory claims are handled differently. If you are a UK consumer and you report a fault within 6 months of delivery, the law presumes the fault was present at delivery unless we can show otherwise, and we will bear the reasonable cost of returning the item to us and to you. No inspection fee applies to a claim made under your statutory rights unless our inspection shows the fault was caused by damage, misuse or third-party work after delivery, in which case we will tell you before any charge applies. Sections 5, 6 and 7 below describe our voluntary 12-month warranty only and do not limit this.

2. Definitions

These definitions decide every claim, so they are stated up front and used throughout.

3. What is covered

3.1 Custom and upgraded controllers

Covered for 12 months where the fault is a component failure or workmanship fault:

• Thumbstick modules we fitted (including TMR and Hall effect modules) developing stick drift, dead zones, or failing to register input.
• Back buttons and paddles we fitted that stop firing, register intermittently, or stop being detected.
• Clicky trigger and clicky bumper mods we fitted that stop actuating or stop registering.
• Internal components we fitted or reworked: ribbon cables, membranes, conductive pads, charging ports, motors, internal wiring.
• Connectivity faults on a unit we built: failure to pair, to hold a wireless connection or to charge, where no physical or liquid damage is present.

A custom controller is a modified item. The warranty covers the modifications and parts we fitted and our workmanship; it does not cover the original manufacturer parts we did not touch.

3.2 Repairs and services

For repairs, the warranty covers the specific fault we repaired and the specific parts we fitted. It does not extend to any other part of the device.

• HDMI port replacement: covered if the replacement port fails or lifts under normal use.
• Overheating service (clean, repaste, liquid metal): covered if the same overheating symptoms return within the warranty period under normal use and normal ventilation.
• No-power repair: covered if the parts we fitted fail, or the same no-power fault returns, with no evidence of liquid damage, impact or power surge.
• Screen replacement (Nintendo Switch and similar): covered for dead pixels, backlight failure, touch failure or display failure in the fitted panel.
• Disc drive, fan, port, board-level and other component repairs: covered where the part we fitted fails, or the fault we repaired returns.

Important limit: if a different, unrelated fault develops elsewhere in the device after our repair, it is not covered by this warranty. We are happy to quote for it separately.

3.3 Refurbished consoles, controllers and devices

Refurbished items carry a 12-month warranty on hardware failure of the unit under normal use: for example no power, HDMI failure, disc drive failure, overheating not caused by the customer's environment, controller drift, or charging failure.

Refurbished items are sold in a graded cosmetic condition described at the point of sale. Cosmetic condition is not covered, and the grade is as described in the listing; if the item does not match the grade described, your rights to reject or to a price reduction apply.

4. What is not covered

This warranty does not cover any of the following. The list is not exhaustive, and any fault found to be caused by one of these is treated as a non-warranty repair.

Cosmetic and wear items

1. Scratches, scuffs, chips, cracks, dents, paint wear, print or decal wear, discolouration, yellowing or fading.
2. Worn or peeling thumbstick grips, thumbstick caps, grip tape, rubberised coatings or textured finishes.
3. Loosened or softened button feel, trigger feel or shell fit resulting from normal use.
4. Consumable and wearing parts, including thumbstick caps, grips, rubber feet, cables and carry accessories.
5. Battery capacity reduction consistent with normal charge-cycle degradation.

Physical and accidental damage

6. Snapped, bent, torn or forcibly removed thumbsticks, stick modules or stick shafts.
7. Cracked, shattered, impacted or pressure-damaged screens, including a screen we previously replaced.
8. Broken, bent, burnt, pushed-in or pin-damaged HDMI ports, USB ports, charging ports or other connectors.
9. Damage caused by dropping, throwing, standing on, sitting on, crushing or bending the item.
10. Liquid damage of any kind, including spillage, condensation, humidity, cleaning fluids and corrosion.
11. Damage from power surges, incorrect voltage, faulty mains supply, non-approved chargers or third-party power supplies.
12. Damage caused by foreign objects, dust build-up from an unsuitable environment, smoke, vape residue, pet hair, pet damage or insect ingress.
13. Overheating caused by blocked vents, enclosed cabinets, ambient conditions or the removal of feet, stands or covers.

Tampering and third-party work

14. Any item that has been opened, repaired, modified or worked on by anyone other than OG Repairs Ltd after our work was completed.
15. Any item with a removed, broken, tampered or illegible warranty seal or serial label.
16. Any item where the serial number does not match our dispatch record for that order.
17. Damage or failure caused by third-party parts, shells, modchips or accessories fitted after our work.
18. Faults arising from modified, unofficial or downgraded firmware, jailbreaking, or the use of unofficial software.

Software, accounts and use

19. Software faults, operating-system faults, firmware updates issued by the manufacturer, corrupted storage, and loss of saved games, accounts or data, except where the loss is caused by our negligence.
20. Console or account bans, suspensions or restrictions imposed by a platform holder, including any resulting from the use of modified hardware.
21. Compatibility with third-party software, adapters, converters or accessories not supplied by us.
22. Use in a commercial, rental, arcade, esports-venue or hire setting, unless agreed by us in writing. If you bought as a consumer, your statutory rights are unaffected by the setting in which the item is used.

Other

23. Any fault, part or area of the device that we did not supply, fit or repair.
24. Items lost or damaged in transit to us due to inadequate packaging by the customer, where you arranged the carrier. Where we provide the label, transit risk to us is ours.
25. Any claim made after the 12-month warranty period has expired.
26. Consequential loss of any kind, including loss of use, loss of earnings, loss of data, or costs incurred in arranging alternative equipment. This does not exclude our liability for death or personal injury caused by our negligence, for fraud, or for loss caused by our failure to carry out a service with reasonable care and skill, and does not limit a UK consumer's statutory remedies.

5. How to make a claim

Step 1: Contact us before sending anything. Email support@ogrepairs.com or use the contact form with:

• Your order number.
• The date the fault appeared.
• A clear description of the fault.
• Clear photographs of the item, including the full front, full back and the affected area.
• A short video showing the fault in operation where the fault is intermittent or input-related (for example stick drift, back buttons, triggers).

Step 2: We assess the claim remotely. We confirm in writing whether the claim is approved for inspection. Many faults are resolved at this stage without the item being sent in.

Step 3: We issue a return authorisation. Approved claims are given an RMA number. Items sent to us without an RMA number may be refused or returned at the customer's cost.

Step 4: You send the item to us.

• For warranty claims outside your statutory rights, you arrange and pay for postage to us, in the UK and internationally. For a UK consumer statutory claim within 6 months of delivery we provide a prepaid label or reimburse reasonable tracked postage.
• Use a tracked and insured service. Where you arrange the carrier, we are not responsible for items lost or damaged in transit to us; where we provide the label, that risk is ours.
• Send only the item and the RMA number. Do not send accessories, cables, cases, memory cards or storage devices unless we specifically ask for them. We are not responsible for unrequested items.
• Back up your data first. We are not responsible for loss of saved games, accounts or stored data, except where the loss is caused by our negligence.

Send to:
OG Repairs Ltd
RMA [your RMA number]
Unit 9, The Penarth Centre
Hatcham Road
London SE15 1TR
United Kingdom

Step 5: We inspect and confirm. Remote approval is provisional. If on physical inspection we find the fault falls outside this warranty, we tell you what we found, with photographs, and explain why. You may challenge our findings, and nothing here prevents you from using a dispute resolution scheme or the courts.

6. Return shipping

• UK customers: where a claim is approved and the work is carried out under warranty, we pay to return the item to you.
• International customers: for claims under this voluntary warranty, the customer pays shipping in both directions. We do not cover the cost of returning the item outside the United Kingdom. For EU consumers, local mandatory consumer rights are unaffected.
• Import duties, customs charges, taxes, handling and brokerage fees are the customer's responsibility in both directions, including on an item being returned to the customer after a warranty repair. We do not reimburse these, and we do not undervalue or misdeclare shipments.
• Where an item is refused or unclaimed at customs and returned to us, any costs incurred are deducted from any refund due.

7. Rejected claims and non-warranty faults

If the fault is found to be outside this warranty, we contact you with:

1. A description of what we found, with photographs where relevant.
2. A quote to carry out the repair. Warranty customers are quoted at our discounted rate.

You can then choose to:

• Approve the repair. We complete the work and return the item. Return shipping is charged at cost.
• Decline the repair. We return the item unrepaired. Return shipping is charged at cost and must be paid before we dispatch.

Inspection fee: where an item is sent in under this warranty and no fault is found, or the reported fault is found to be outside this warranty, an inspection fee of £25 applies. This fee does not apply to statutory claims by UK consumers (see section 1), and we only charge it where inspection confirms the fault falls outside this warranty.

Unclaimed items: if we have asked for payment or instructions and heard nothing for 90 days, we send a written notice by recorded delivery (and email) giving you at least a further 3 months to collect or pay. If the item is still unclaimed after that date we may sell or dispose of it under the Torts (Interference with Goods) Act 1977. Any sale proceeds are used to pay what you owe us, including reasonable storage, and the balance is held for you.

8. Our remedies

Where a claim is approved, we will normally repair first, then replace, then refund. A UK consumer's statutory right to choose repair or replacement, and to a price reduction or to reject after one failed repair, is not affected.

1. Repair the item or replace the failed part.
2. Replace the item with an equivalent item where repair is not economically or technically viable. Replacements may be refurbished and may differ cosmetically.
3. Refund. Where repair and replacement are not viable, we refund. For UK consumers exercising statutory rights, the refund is in full where the item is rejected within 6 months of delivery; after that we may make a reasonable deduction for use, as the Consumer Rights Act permits. For claims under this voluntary warranty only, refunds are calculated pro rata against the purchase price and time in use.

Where a replacement or refund is issued, the original item becomes the property of OG Repairs Ltd.

Turnaround for warranty work is typically 5 to 10 working days from receipt, subject to parts availability. When we're busy it can take longer; we tell you if so.

9. How we check claims

• Every item is photographed, tested and serial-logged before dispatch. We compare returned items against that record.
• Warranty seals and serial labels are applied to all custom, upgraded and refurbished units. A removed or tampered seal voids this voluntary warranty; where a fault is unrelated to the seal or to third-party access, your statutory rights are unaffected.
• We reserve the right to refuse warranty service where a customer has previously submitted a claim found to be fraudulent or misrepresented.
• We reserve the right to refuse warranty service on any item where the damage pattern is inconsistent with the fault described.
• Repeated claims for the same physically damaged component may be declined.

10. Your statutory rights

This warranty is offered in addition to your legal rights and does not affect them. Under the Consumer Rights Act 2015, goods and services supplied to consumers in the UK must be of satisfactory quality, fit for purpose and as described, and services must be carried out with reasonable care and skill. Nothing in this policy limits or excludes those rights, or our liability for death or personal injury caused by negligence, or for fraud.

For business customers, this warranty replaces any implied terms as to quality or fitness so far as the law allows, and our total liability is limited to the price paid. Nothing limits our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.

Guarantor: OG Repairs Ltd, company no. 16981744, Unit 9, The Penarth Centre, Hatcham Road, London SE15 1TR, United Kingdom. Duration: 12 months from delivery. Territory: worldwide for the guarantee; return-shipping terms differ by location as set out in section 6. Contact: support@ogrepairs.com, +44 20 3965 9651.

This policy is governed by the laws of England and Wales.

Version 1.0. Last updated 3 September 2026.