DEFY GAMING FAQ

COVID-19 NOTICE: Our team and order safety:

We are putting all necessary safety measures in place for our team members to stay safe and protected, ensuring our warehouse can continue to operate in the current climate.

We are still dispatching orders, however there may be a delay due to reduced staffing levels. Delivery may also be delayed due to delays within the postal network.

You will receive a dispatch email once your order has left our warehouse. We therefore ask our customers to allow some extra time with our couriers for your orders to arrive.

We thank you for your continued patience and support.

Where is my order?

Once an order has been placed, it will take the team 7-10 working days (standard) to build your order. There is also an option to upgrade the build time to 3-5 working days (Express). This build time covers pre-designed controllers and ones you make yourself through our online controller builder.

After your order has been built and thoroughly tested, it will be passed over to dispatch. Dispatch times are as follows.

For orders in the UK mainland; we use DPD's Express service which is an estimated 1-2 working days service. This can be upgraded (at the time of purchase) to Next Day Pre 1pm, where available. 

For DPD orders, you can download the DPD app here, Both the app & website allows you to keep track of your order’s journey & manage all your delivery preferences, including safe-place delivery, delivery to a neighbour, or delivery to a local pick-up shop.

International Orders

For orders outside the UK mainland; we use DHL Express and your estimated delivery time is 2-4 working days. As soon as your order has been dispatched, a notification will be sent to you with tracking information so you can follow its journey to you!

Please track via the chosen courier website & allow 24-48 hours for updates to appear on their system. Once the order is shipped we no longer have control over the parcel journey or updates. 

Please note: Build times dictate how long it will take for the team to prepare and make your order, dispatch times are how long it will take for your order to be delivered to.

The global pandemic may affect shipping times. This is completely beyond our control, we cannot be held responsible for delays within the postal service. With the current situation in mind, please wait 7 working days before contacting us about late delivery.

If you believe the order is lost please contact our customer service team for assistance. You must notify us in writing of any claim for loss or damage within 28 days of the dispatch date. Failure to report within the specified time frame may result in the claim being rejected.

I need help with my order

Contact our customer service team at hello@defygaminguk.com

Please remember to provide your order number, this will be in your email notifications once an order has been placed. 

Do you ship Worldwide?

Yes, we ship to most countries worldwide. If you live in a rural area or remote island; contact us first to make sure we can get your order to you safely.

My item is faulty, can I get a refund?

Custom controllers are made to order and are exempt from the Consumer Rights Act 2015. You are however eligible for a refund within the first 14 days upon receiving your controller, no questions asked. Faulty or not*. 
*If your controller has an engraving, you are not eligible for a refund as this is a fully personalised, bespoke, custom product. They are however eligible for repairs and replacements if necessary. This does not affect your consumer rights.

If your controller(s) develops a fault, please get in touch with us at hello@defygaminguk.com

Our team will check to see if they are able to offer a free repair or replacement.
You must be
within your warranty period (standard 6 months or upgraded 1 year) for this to happen. If you are within this period, the team will help you to troubleshoot your controller remotely, and if a fix cannot be established then a return process will be started.

However, if you are out of your warranty period, you will not be able to send it back to us for a free repair/replacement. You can however use our Send in Service for a repair.

Why do you only offer a 6-month warranty when Sony/Microsoft/Nintendo offer 1 year as standard?

Our products are all customised to order and as such do not come under the Consumer Rights Act 2015. Due to this, we offer our own 6 month warranty, with the option to upgrade to 12 months. 
For more information on our warranty, please visit https://defygaminguk.com/policies/refund-policy 

Can I exchange my Controller?

Unfortunately, we do not offer an exchange facility. If you wish to exchange your controller, you must return your item(s) & reorder for a replacement. Your refund will be processed once we’ve received your returned item(s). 

Are your controllers genuine?

Yes! All our controllers are brand new and officially licensed from Microsoft, Sony, and Nintendo.

Can I get this totally awesome unique idea made?

Here at Defy Gaming, we love to hear your ideas for what you want on your controllers. Unfortunately, we are unable to create bespoke custom ideas, such as putting personal photos on controllers, but we are looking at doing this and much more in the future! Please keep an eye on our social media pages to keep up to date with our latest products. 

I’m a streamer and would love to work with you to promote myself and your brand, how can this happen?

We love to promote streamers and content creators, so we have our very our affiliate program! If you believe you have what it takes, put in your application and our screening team will evaluate your channel(s). 

Follow this link to apply!

https://defygaminguk.com/pages/defy-affiliate-programme

Please note, any one is welcome to apply, but this does not guarantee you will be accepted through the screening process.

I want to upgrade my controller, but don’t want to buy a new one. Do you upgrade controllers?

We have recently launched our send in repair/upgrade service, where customers that want to upgrade their standard PS5 to a PS5 Pro Ultimate, repair a damaged component in an existing controller, or give their controller a face lift.

For more information on this, please check out our Send in Service page here -

https://defygaminguk.com/pages/send-in-service

How do I know if my order has been dispatched?

We will notify you by email with dispatch & tracking information when your order has shipped.

Please note:

• Orders are processed Monday to Friday.

• We do not dispatch goods on weekends or Bank/UK national holidays.

• All overseas customers are responsible for paying all customs & import duty charges.

Who pays customs fees?

Customs fees are levied by the government of the country that the goods are shipped to. These fees are out of our control. As is industry standard, all custom/import fees are the responsibility of the customer. We recommend checking your country’s customs charges & threshold prior to ordering to avoid disappointment

Returning a controller to us

Please check with the support team before sending anything back to us, as any controller received without any prior notice will be returned to the customer and will not be accepted for a refund until such time that the above conditions are met. This does not affect your statutory rights and is in compliance of the relevant UK laws.

  • Customers are liable for the return shipping costs unless an item is received in error, is damaged or defective. Please contact our customer service team before returning any item(s) to us.
    Once you have notified us you will have 14 days to return the product to us. All returns must be received by us within 28 days of the delivery date to be eligible for a refund.
    *If your controller has an engraving, you are not eligible for a refund as this is a fully personalised, bespoke, custom product. They are however eligible for repairs and replacements if necessary. This does not affect your consumer rights.
  • Please allow up to 10 business days for us to process your returned item/s. We always aim to be faster!
  • When posting an item to us, please make sure to hold on to your proof of postage (the receipt you get from the Post Office)
  • Any items returned which do not comply with the return of goods policy will be returned to the customer and will not be accepted for a refund until such time that the above conditions are met. This does not affect your statutory rights and is in compliance of the relevant UK laws.