1. Returns Policy (Excluding Controllers)

Faulty Items:

• Return requests for faulty items must be initiated within 14 days of receiving the item, accompanied by evidence of the fault for RMA authorization.
• Customers will receive a return label and RMA number for shipping. Both must be clearly marked on the packaging, preferably using the original packaging.
• Ensure all items, including accessories and the original box, are returned securely.
• Upon receipt, a full refund will be processed within 3 working days.

Change of Mind:

• Return requests due to a change of mind must be made within 7 days of receiving the item.
• Customers are responsible for return shipping costs.
• Items must be in brand new condition with original packaging and accessories.
• Customers are advised to securely package and insure items during return transit.
• A full refund will be issued within 3 working days of receipt, except in cases where the item is lost during return transit.

Conditions for Declined Returns:

• Return requests will be declined if the item has been used or if:
  • Not all items are returned, or a different item is returned.
  • Fraudulent behavior is suspected.
  • Items are damaged during return transit due to poor packaging.
  • Items show evidence of tampering, user negligence, or damage.
• Returns requested outside of specified periods will not be accepted.
• Dishonest return requests may also be declined.

Refunds may be affected in the following cases:

• Failure to return all items or returning a different item.
• Suspected fraudulent behavior.
• Damage during return transit due to inadequate packaging.
• Inspection of returned items to verify correct serial numbers.
• Reporting to action fraud and account limitation for returning a different item.
• Inspection of returned item in full working condition may result in a partial refund for restocking and postage fees or return at your own cost.
• Significant decrease in item condition compared to initial shipment.
• Evidence of tampering, negligence, or damage by the user.
• Return requests made outside valid periods.
• Declined return requests deemed dishonest.

2. Controllers Policy

• Custom painted controllers and commission orders cannot be returned.
• Modded controllers may be returned within 7 days at the seller’s discretion, subject to condition and usage.
• Replacement parts are non-returnable.

3. Faulty Items (EXCLUDING CONTROLLERS)
   
   Please refer to T&C’s 1.1 for instructions on returning faulty items.

1. A brand-new replacement will be dispatched for any faulty item.
2. The fault must be reported within 7 days of delivery, supported by evidence for authorization of replacement.
3. A return label and RMA will be provided for shipping the item back.
4. Upon receipt, the returned item will undergo inspection to verify the fault. A replacement will then be promptly dispatched.
5. If no fault is detected, the item will be returned to the customer at their expense.
6. All standard items include a manufacturer’s warranty. For warranty terms, please consult T&C’s 6.
7. Damage or faults resulting from user negligence will void any mandatory support.

4. Faulty Items (CONTROLLERS ONLY)

• For returning faulty controllers, please refer to T&C’s 1.1, 1.3, 1.4, & 1.5.
• Controllers that develop faults within 6 months are covered under warranty. Please see T&C’s 5 for warranty terms.
• Controllers that develop faults after 6 months may be repaired at no extra cost at my discretion. Kindly contact me with a detailed description of the fault. Depending on the issue, a repair fee may apply.
• Any damage or faults caused by user negligence will void compulsory support.

5. Warranty Coverage (CONTROLLERS ONLY):

The standard warranty period for all controllers is 6 months from the date of delivery. This warranty covers:

• Paintwork on custom-painted controllers.
• Internal faults.
• Modifications made to the controller.

Exclusions: The warranty does not cover damage resulting from user negligence. Claims found to be due to user negligence will not be covered. Stick drift is considered user negligence and may be repaired at my discretion.

Repair and Replacement: Controllers experiencing faults within 6 months will be repaired or replaced with new parts at no additional cost. The buyer is responsible for shipping the controller securely at their own expense. Once repaired or replaced, it will be shipped back to the buyer.

Out of Warranty: Warranty claims after 6 months may be considered at my discretion, with pricing based on the nature of the fault. This is categorized as an out-of-warranty repair.

Small Faults: Minor faults may be repaired or replaced at my discretion free of charge after the initial 6-month warranty period.

6. Warranty Information (Excluding Controllers)

All items, except controllers, are covered by a manufacturer’s warranty. Each manufacturer has specific warranty periods and terms. Please verify these details on the manufacturer’s website or reach out to me for assistance.

Warranty claims for items should be directed to the respective manufacturer.

Seller warranty is not provided for these products, excluding controllers.

Please note that damage or faults resulting from user negligence voids any mandatory support.

7. Cancellation Policy:

• Orders (excluding controllers) can be cancelled for a full refund if they have not been packed or dispatched.
• Commissioned controller orders, including modded and custom-painted controllers, cannot be cancelled once placed due to their unique specifications.
• Once the process has begun, custom-painted controller orders cannot be cancelled.
• Depending on the progress of the build, a cancellation with a partial refund may be offered.
• Full refunds for custom-painted controller orders are not possible after placement.
• Orders may be cancelled if:
  • Fraudulent behavior is suspected.
  • There is a pricing error or unintended discounts are applied.
  • The provided address is incorrect.
  • The item is out of stock.

8. Shipping Information:

• Domestic Shipping (UK Mainland):
  • Free shipping is provided on all products with no minimum order value.
• International Shipping:
  • International orders will incur a variable shipping fee tailored to ensure the lowest possible cost for buyers.
  • Please note that international orders may be subject to customs duties or import charges.
  • All international orders are shipped with correct tariff codes, marked as commercial, and include the full order value for transit protection.
• Order Processing:
  • In-stock items are typically dispatched within 1 working day, with a maximum dispatch time of 7 working days after placing the order. Any delays will be promptly communicated to the buyer.
• Damaged Items in Transit:
  • For damaged items (excluding controllers) observed upon delivery, immediate contact is required for return or replacement eligibility.
  • Clear images of the damage must be provided to proceed with a return, replacement, or partial refund.
  • A damaged parcel claim will be initiated with the courier for assessment and resolution.
  • Depending on the damage assessment:
    • The item can be returned according to T&C’s 1.1.
    • A replacement can be processed upon receipt of the damaged item returned by the buyer.
    • A partial refund, based on agreed terms reflecting the damage, may be issued, allowing the buyer to retain the item.
  • T&C’s 1.3 apply, governing instances where mandatory support may be impacted, handled at the discretion of the seller.
• Packaging Damage:
  • Compensation is not provided for damage limited to the packaging during transit.

9. Custom Painted Controllers

Please note that slight variations in color may occur with custom painted controllers, as each order is uniquely mixed and may appear different in photos.

Minor imperfections in paintwork and finish may also occur, though all controllers are meticulously crafted to ensure high quality. If necessary, controllers can be repainted to meet our standards.

Over time, the controller will continue to cure and harden. During the initial weeks, please handle it with care to avoid scratching or aggressive handling.

Typical build times range from 2 to 3 weeks at most. Throughout the process, we’ll keep you informed to ensure the controller meets your specifications.

For commissioned orders, we offer a complimentary design created in Photoshop. Customer approval is required before proceeding. While the final controller will closely resemble the approved design, variations in color, placement, and graphic size may occur, though every effort is made to match it as closely as possible.

10. Modded Controllers

Typical assembly times are generally completed within 7 days, assuming all components are readily available.

11. Payment Terms

All prices listed on frostgaming.org are in GBP and include applicable local taxes, unless otherwise specified.

For international payments, additional fees or taxes may apply. Please verify with your payment provider and local financial authorities.

By making a purchase, you agree to pay the total amount shown at checkout or as agreed upon during order placement.

Payments for products and services must be made using the approved payment methods available on the website.

You are responsible for ensuring that your payment information is accurate and current. Failure to do so may result in order or service delays or cancellations.

We reserve the right to adjust the pricing of our products and services at any time. Any changes will not affect orders already placed, unless otherwise indicated.

12. Chargebacks and Disputes

In the event of a chargeback or dispute initiated with your payment provider, the Company retains the right to temporarily suspend your access to products or services until the matter is resolved. You agree to address any billing discrepancies or disputes directly with the Company before pursuing a chargeback or dispute with your payment provider.

13. By placing an order on frostgaming.org, you are agreeing to abide by these terms and conditions.

Kindly be aware that these Terms and Conditions may be revised at any time without prior notice. Please ensure to periodically review this Agreement for any updates or changes. Your continued use of our website and services following any modifications indicates your acceptance of the updated terms.

If you still have any further queries then please contact us