Refund policy
Returns
We have a 7-day return policy on pre-built controllers from our store, which means you have 7 days after receiving the controller to request a return.
To be eligible for a return, the controller must be in the same condition that you received it, unworn, with all included accessories.
To start a return, you can contact us at support@tryhardcustoms.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@tryhardcustoms.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like upgrades, repairs, or other work associated with send-in orders, and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Exchanges/Trades/Store Credit
We typically do not accept exchanges or trades for discounts or store credit.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@tryhardcustoms.com.
1-Year Repair Warranty
All new custom build controller orders include a 1-year warranty covering manufacturing defects.
Send-in repair/ modification orders include a 1-year warranty on our parts and labor. This does not include items we did not perform work on such as your bumper switch failing when we only replaced the joystick modules.
If it is within that 1-Year window, we will cover any repairs to our work as well as shipping in 1 direction.
Some exclusions apply:
We do not warranty replacement Xbox Elite Series 2 front and back shells with rubber grips, even if we replace or hydro-dip them, as the rubber grips are prone to peeling with use.
The warranty does not cover accidental damage (e.g., drops, water damage) or unauthorized repairs/ modifications.
If your Send-In controller has suffered cosmetic damage, has failing buttons, or drifting sticks; we can certainly fix that, but we have seen many that are mechanically in too poor of condition to be repaired or upgraded. We reserve the right to deem the condition of a send-in controller as too poor to warrant the repair/ upgrade work.
We recommend not sending in controllers in really bad shape, especially those with liquid or impact damage, or those that have sat in a damp garage or basement for long periods. They often will have further issues down the line and cause more headache than it's worth.
If deemed as such and you wish us to proceed with the repair/ upgrades anyway, you may be subject to additional repair/ labor fees and your controller may not qualify for our warranty.
If you choose not to proceed, you would be responsible for the return shipping of the controller, or in some instances, we may be able to offer you credit towards a later purchase if there are any parts salvageable and you do not want it returned.
This is handled on a case by case basis, if you are unsure if your controller is repairable, we are happy to discuss with you via email or the contact form!