Refund policy

Read this before you order

All sales are final. We do not accept returns, exchanges or refunds for change of mind, buyer error, or ordering the wrong item, colour or model. The only exceptions are the three listed in section 4.

By placing an order you confirm you have read this page and accept these terms.

1. What you are buying

This is a replacement front shell. It is a bare plastic housing that you install yourself by opening your own PlayStation 5 DualSense controller and transferring the internal components into it.

A controller is not included. No electronics, no buttons, no board, no battery.

You must already own a DualSense controller. Installation requires tools, roughly 20 minutes, and will void Sony's warranty on your controller. If that is not what you want, do not order.

2. Dispatch and delivery

Orders are dispatched within 2 business days of payment clearing. Delivery typically takes 3 to 15 business days from the day you order. Full terms, including carrier delays, customs and lost parcels, are in our Shipping Policy, which forms part of these terms.

If we cannot dispatch your order within that time, we will contact you at the email address on your order with a revised shipping date and the option to cancel for a full refund to your original payment method. If the revised date we give you is 30 days or less after the original delivery window and you do not reply to reject it before that date, you are treated as having accepted the revised date and your order stands.

Delivery estimates are estimates, not guarantees. We do not guarantee delivery by any specific date, including for birthdays, holidays or gifts, and a parcel still moving in transit is not a late parcel.

3. Cancelling before dispatch

Orders enter fulfilment immediately. A cancellation request is only possible before the order is dispatched, and must be emailed to us from the address on the order with the order number.

Once the order is dispatched it cannot be cancelled, and section 4 applies.

4. The only three situations where we will act

Nothing else qualifies.

4.1 We shipped the wrong item. We sent a different product or colourway than the one on your order. Notify us within 7 days of delivery with photographs. We replace it at our cost.

4.2 The item arrived damaged in transit. Report within 48 hours of the delivery time shown by the carrier. Your report must include clear photographs of the outer packaging, the packing material and the item. Claims after 48 hours, or without photographs, are not accepted.

4.3 Genuine manufacturing defect. Notify us within 7 days of delivery with photographs showing the defect. Verified defects are resolved by replacement of the same item. A refund is issued only where a replacement is unavailable.

Damage from installation, misuse, wrong tools, excessive force, modification or ordinary wear is not a manufacturing defect.

5. Not grounds for a return, under any circumstances

You changed your mind
You did not want a shell, or expected a complete controller
You ordered the wrong colourway
You ordered for a controller model this does not fit
You decided the installation is beyond you
It was a gift and the recipient did not want it
You found it cheaper elsewhere
The colour looks different to your screen (see section 7)
You started the installation, for any reason and to any extent (see section 6)
You no longer own the controller

6. Installed and part-installed items

Once installation has been started the item cannot be resold and is not returnable. This applies whether or not installation was completed, and whether or not the shell fitted. It includes items removed from the protective film, test fitted, or handled in a way that marks the finish.

7. Fitment is your responsibility

This shell fits the standard PlayStation 5 DualSense wireless controller only. It does not fit the DualSense Edge, the DualShock 4, or any third party controller. Confirming which controller you own before ordering is your responsibility. Ordering for the wrong model is not a defect and does not qualify for a return.

8. Colour and finish variation is not a defect

Our artwork uses saturated neon colours. Printed output cannot reproduce every colour exactly as it appears on a backlit screen, and screens vary between devices. Variation in brightness, saturation or hue between the product images and the item you receive is inherent to printing and is not a defect. Minor variation in print position, texture and surface finish between units is also normal.

9. Return authorisation is mandatory

Where we have agreed in writing under section 4 that an item may come back, do not send anything before you have a written return authorisation number from us. Packages sent without one are refused at the door or discarded on receipt, and no refund is issued.

We inspect every returned item. If it fails inspection the return is rejected, no refund is issued, and the item is held for 14 days for you to collect at your cost. After 14 days it is disposed of.

10. Refused and unclaimed parcels

A parcel refused at the door, or returned to us unclaimed, or undeliverable because of an address you entered incorrectly, is treated as a completed sale. Original shipping is not refunded and we are not obliged to reship.

11. Original shipping costs

Original shipping charges are never refundable.

12. Warranty

No warranty is offered beyond the limited defect terms in section 4.3. The product is supplied as is, to the maximum extent the law allows.

Separately: opening your controller voids the warranty offered by Sony Interactive Entertainment. That is their policy, not ours, and we cannot reinstate it.

13. Chargebacks

If you dispute a charge with your bank instead of contacting us, we will respond with the order record, this policy, the product page as it appeared when you ordered, and carrier delivery confirmation.

14. Your state law rights

Nothing in this policy limits any right you have under the law of your state that cannot be waived by agreement. Where a provision above is unenforceable in your state, it applies to the maximum extent permitted and the remainder of this policy stands.