Returns (EXCLUDING CONTROLLERS)
Return requests initiated due to a faulty item must be made within 14 days of receiving the item.
Evidence of the fault must be shown before an RMA can be authorised.
Customers will be provided with a return label to ship the item back as well as an RMA number. These must both be on the return packaging. The return packaging must be secure, if possible use the same packaging the item was shipped in.
Please ensure all items received are sent back, including accessories and the original box.
Once the return is received, a full refund will be provided within 3 working days.
Return requests initiated due to a change of mind must be made within 7 days of receiving the item.
The customer will be responsible for sending the item back at their own expense.
The item must be in brand new condition, with all the original packaging and accessories.
Whilst the item is in transit back to Frost Gaming, it is still the customers responsibility, so please ensure it is packaged securely and fully insured in case of loss or damage.
Once the return is received, a full refund will be provided within 3 working days.
If the item is lost during return transit, then no refund will be given.
Return requests will be declined if the item has been used
A partial or no refund may be given in these cases:
Failure to return all items, or returning a different item.
Fraudulent behaviour is suspected.
If the item is damaged during the return transit, due to poor packaging.
Returned items will be inspected to ensure the correct item has been returned, by checking against the serial numbers.
In cases of returning an item different to that which was initially received, the instance will be reported to action fraud, no refund will be given, and you re account will be limited.
If the returned item is inspected, and deemed to be in full working condition, you will be offered either a partial refund to cover restocking and postage fees, or to have the item sent back to you at your own cost.
If the condition of the item is deemed to have decreased significantly compared to when it was initially shipped out to the buyer.
There is evidence of tampering or user negligence/damage
Return requests made outside of these periods will unfortunately not be valid.
Return requests may be declined if they are deemed to be dishonest.
Returns (CONTROLLERS ONLY)
All custom painted controllers cannot be returned.
Commission controller orders cannot be returned, this includes modded and custom painted controllers as they are made to your unique specification.
Custom modded controllers may be returned within 7 days at my discretion. This depends on how heavily the controller has been used, the condition it s in, any physical marks, and the reason for returning. If you are unhappy with your order please contact me ASAP and I m sure we can come to a resolution.
Replacement parts cannot be returned as they are sold at cost to get rid of stock.
Faulty controllers may be returned within 14 days. T&C s 1.1, 1.3, 1.4, & 1.5 apply.
Faulty Items (EXCLUDING CONTROLLERS)
Refer to T&C s 1.1 for returning faulty items.
A brand new replacement can be sent if an item is faulty.
Fault must be identified within 7 days from delivery. Evidence must be provided before a replacement is authorised
A return label & RMA will be provided to ship the item back to me.
Once the return is received it will be inspected to confirm the fault, and the brand new replacement will be shipped out soon after.
If no fault is found the item will be sent back to customer at the customers expense.
All standard items come with manufacturers warranty, so it may be easier to contact the manufacturer in instances of faults. Refer to T&C s 6 for warranty terms
Damage or faults caused by user negligence negates any compulsory support.
Faulty Items (CONTROLLERS ONLY)
T&C s 1.1, 1.3, 1.4, & 1.5 apply for returning faulty controllers.
Controllers that develop faults within 6 months are covered under warranty. Refer to T&C s 5 for warranty terms.
Controllers that develop faults after 6 months may be repaired at no extra cost at my discretion. Please contact me with a detailed description of the fault. A fee may apply to repair the item depending on the fault.
Damage or faults caused by user negligence negates any compulsory support.
Warranty (CONTROLLERS ONLY)
The standard warranty period for all controllers is 6 months starting from the day of delivery.
The warranty period covers:
The paintwork on custom painted controllers.
Internal faults.
Mods done to the controller.
The warranty offered does not cover any damage caused by user negligence. Any warranty claims deemed to be caused by user negligence will be rejected.
The warranty period does not cover stick drift, as this is deemed to be user negligence. It may be repaired at my own discretion.
Any controller that develops a fault within 6 months will be repaired or replaced (with brand new parts) at no extra cost. The buyer will be responsible for returning the controller at their own expense and making sure it s packed securely. Once repaired or replaced it will be shipped back to the buyer.
Warranty claims made after 6 months may be accepted at my own discretion, with variable pricing in relation to the fault. This is classed as an out of warranty repair.
Small faults may be repaired or replaced for free at my own discretion after the 6 months period.
Warranty (EXCLUDING CONTROLLERS)
All items (excluding controllers) will come with manufacturers warranty. Each manufacturer may provide different warranty periods and terms. Please confirm the warranty details on the manufacturer site, or contact me for more information.
Warranty claims made for items will be referred to the manufacturer.
Seller warranty is not offered on products (excluding controllers).
Damage or faults caused by user negligence negates any compulsory support.
Cancellation
Buyers may cancel orders (excluding controllers) for a full refund if the order has not been packed or dispatched
Commission controller orders cannot be cancelled. This includes modded controllers and custom painted controllers as they are made to your unique specification.
Custom painted controller orders cannot be cancelled once the process has started.
I may offer a cancellation and a partial refund depending on how far along the build is.
A cancellation for a custom painted controller and a full refund is not possible.
I may cancel customer orders if:
Fraudulent behaviour is suspected
There is a pricing error
Unintended discounts are applied
Their address is incorrect
The item is out of stock
Shipping
Free domestic shipping to the UK Mainland is offered on all products with no minimum order value.
International orders will be subject to a variable shipping fee, rather than a flat cost for all international orders, to ensure buyers pay the lowest price
International orders may be subject to customs or import charges.
All international orders are sent with the correct tariff codes, marked as commercial, and with the full order value to ensure protection during transit.
All in stock items are usually dispatched within 1 working day, but may be dispatched a maximum of 7 working days after placing an order. Any delays will be corresponded to the buyer.
If an item (excluding controllers) is damaged in transit, you must contact me as soon as the damage is observed. Failure to do so will negate any chance of a return or replacement.
Clear images of the damage must be sent to proceed with a return, replacement, or partial refund.
A damaged parcel claim will be created with the courier if the item is concluded to be damaged.
Once this has been submitted and all the necessary details have been provided, the item can be:
Returned in accordance with T&C s 1.1.
Replaced, the buyer must ship the item back to me. Upon receipt the new item will be shipped out.
Partially refunded, at an agreed amount in accordance to the damage, and you may keep the item.
T&C s 1.3 apply, if any instances are observed, it will negate any compulsory support that may have been provided, and the case will be dealt with at my own discretion.
If only the packaging is damaged in transit, no compensation will be given.
Custom Painted Controllers
Please allow a slight deviance with the colour of a custom painted controller, as they are mixed uniquely for each order, and may look different in photos.
Slight imperfections can be expected with orders, in terms of the paintwork and finish. All controllers are still completed to the highest quality, and if needed are repainted.
The controller will harden even further over time as it cures. Be sure to avoid scratching the shell or picking at it aggressively for the first few weeks.
Build times will usually take 2-3 weeks at most. You will be kept up to date throughout the process to ensure the controller is to your specification.
For commission orders, a design will be created in photoshop free of charge, which will need to be accepted by the customer to proceed. The final controller will be modeled off this design, however it may not be 100% the same in terms of colour, positioning, and graphic size, but it will be as close as possible.
Modded Controllers
Build times will usually take a maximum of 7 days if all items are in stock.
Payment Terms
All prices displayed on frostgaming.org are quoted in GBP and are inclusive of any local applicable taxes, unless stated otherwise.
International payments may be subject to fees or additional tax. Please check with your payment method and local financial authorities
You agree to pay the total amount as indicated at the time of purchase or as agreed upon when placing an order.
Payment for products and services must be made using the approved payment methods provided on the website.
You are responsible for providing accurate and up-to-date payment information. Failure to do so may result in the delay or cancellation of your order or service.
I reserve the right to modify the pricing of its products and services at any time. Any price changes will not affect orders that have already been placed, unless otherwise stated.
Chargebacks and Disputes
If you initiate a chargeback or dispute with your payment provider, the Company reserves the right to suspend your access to the products or services until the dispute is resolved.
You agree to resolve any billing issues or disputes directly with the Company before initiating a chargeback or dispute with your payment provider.
By placing an order on frostgaming.org you agree to these terms and conditions
Please note that these Terms and Conditions are subject to change at any time without prior notice. It is your responsibility to review this Agreement periodically for any updates or modifications. If you continue to use our website and services after any changes are made, it constitutes your acceptance of the revised terms.
