Sales Finality
All sales are final. We do not accept returns or exchanges under any circumstances, except as specifically outlined below for confirmed defective products or incorrect items. Please review your order carefully and contact us with any questions prior to purchase.
Defective Product Claims
We guarantee your item will arrive defect-free. To make a claim, you must adhere to the following strict requirements:
Claim Window: You must contact us within 48 hours of delivery to report a defect, including a Dead on Arrival (DOA) console that fails to power on or function correctly.
Required Evidence: You must provide a clear, continuous unboxing video that starts before the shipping box is opened (clearly showing the sealed label) and continues uninterrupted until the product has been fully removed, connected to power, and the failure to operate is demonstrated.
No Claims Without Proof: Without this required evidence, we are unable to process any claims, repairs, or returns.
Limited Warranty (Custom Consoles)
All of our custom consoles include a 6-month limited warranty covering defects caused by our installation (e.g., a loose solder connection).
Determination of Remedy:
We, the seller, reserve the exclusive right to determine the most appropriate and cost-effective remedy for an approved warranty claim. This decision may prioritize replacement over repair (e.g., for lower-cost parts like Joy-Cons), or vice-versa, based on a cost-benefit analysis (including shipping and repair fees).
Warranty Repair Process:
Our goal is a fast resolution through a controlled process. The repair location is determined by the customer’s location:
Regional Repair (USA, UK, EU, Singapore, etc.): If a valid claim is approved and we have an authorized technician in the buyer’s region or a convenient, nearby location (which covers the USA, UK, EU, and Singapore), we will select, authorize, and initiate contact with that technician.
Return to Seller (Other Regions): If we do not have an authorized technician in the customer’s region, the console must be shipped directly to us in Indonesia for repair, unless we determine replacement is more cost-effective.
Cost Coverage (All Regions): We will cover the agreed-upon repair costs (parts and labor) up to a pre-determined maximum amount.
Shipping Costs (Customer Responsibility): The customer is responsible for all shipping costs (including duties and taxes) associated with sending the console to and from the authorized technician, or to and from us in Indonesia. This is the common practice for international limited warranties.
Warranty Exclusions and Limitations:
The warranty does not cover issues caused by the user or the console itself, such as console bricking, physical damage, or a corrupted system/components.
The warranty is void if any repairs are attempted by an unapproved technician or if the original modification is tampered with.
Non-Warranty Fee: If the authorized technician determines that the issue is NOT covered by the warranty (i.e., user damage, corrupted system, or No Fault Found), the customer will be responsible for all shipping costs and any applicable inspection fees. We will provide an estimate for these charges before the console is returned.
A modified console cannot be taken to an authorized service center for repair because the original warranty is no longer valid.
Remedies for Defects
Replacement Decision: If the item is officially deemed unrepairable by our authorized technician, OR if we determine that replacement is the most cost-effective solution (e.g., shipping costs exceed replacement cost, as with a Joy-Con), we will send you a replacement unit at no additional cost. We will not require the return of the damaged console in this instance.
Repair Decision: For all other approved warranty claims, the item will be sent to the technician we select and authorize for repairs, as outlined in the Warranty section above.
Refund and Return Options
Refunds: We only offer a refund as a last resort if the item is found to be defective and a replacement unit or authorized repair is not possible.
To receive a refund, the item must be returned in its original condition with all accessories included. Refunds will not be processed if the item is missing parts, accessories, or shows signs of tampering or being opened.
Returning an Incorrect Item: If the item you received is not what you ordered, please contact us immediately with evidence (photos/videos). We will send you a return label and offer a replacement or another solution.
Shipping Charges Policy
Shipping charges are generally a non-refundable service fee paid to the courier. We do not provide refunds for original shipping charges.
Refund eligibility for late deliveries varies by courier. We do not offer refunds for delays due to uncontrollable circumstances, such as weather, natural disasters, rerouted packages, or incorrect delivery information.
