Returns

While we believe that our controllers are built to last, and should absolutely work right out of the box, sometimes things go wrong, and we want to make it easy to get it fixed and back in your hands. 

We offer a 90 day warranty for any faults with your new controller. If you have come across an issue with your controller within 90 days, please contact us using the below form. For all warranty requests, we will cover all shipping and necessary repairs, by providing you with a return shipping label. You must print the return label, package your controller, attach the label and drop off at any Australia Post outlet.

Please be aware we do not offer a returns service for any faults caused by misuse, including spillage and physical damage. Should your controller be damaged through misuse, we will quote a repair, with the price inclusive of a new controller.

We do not offer a repair service for competitor controllers. We suggest following up with the company you originally purchased from.

Repairs outside of our warranty period will attract a $40 assessment fee, plus shipping. This must be paid upfront prior to any return.

First, try some simple troubleshooting steps as noted below.

If you cannot resolve the issue with your controller, please contact us using the below form. We will verify your return request ASAP, and contact you to arrange delivery. 

Try resetting the controller

Step 1: Turn off and unplug your PS4 from the wall or power strip.  
Step 2: Unplug the power to your router or modem.
Step 3: Locate the small reset button on the back of the DS4 near the L2 shoulder button

Image highlighting location of the dualshock 4 reset button

Step 4: Use a small, unfolded paper-clip or something similar to push the button inside the tiny hole. Hold the button down for roughly 3-5 seconds and release.
Step 5: Attempt to re-pair the DS4 with the PS4 by connecting the USB cable from the controller to the console.
Step 6: Turn on the PS4, then press the PS button to log into your profile.
Step 7: The light bar will turn blue indicating the DS4 has paired.

Try resetting the controller (second method)

Step 1: Put your DS4 in pairing mode by holding PS button and share simultaneously. The light bar should begin to flash white.
Step 2: Connect the DS4 to the device via Bluetooth on any of the following devices. ( PC, Android, PS3 )
Step 3: Disconnect the DS4 from the paired Bluetooth device. Make sure you disconnect directly from the bluetooth device. Once disconnected locate a pin or a small narrow object and push into the reset hole on the rear of the DS4. Hold in place for 10 seconds.
Step 4: Connect the USB cable to the DS4 and proceed to power on the PS4. Once the system has loaded to the login screen it will ask you to press the PlayStation Button. This will iniate pairing between the DS4 and PS4. The DS4 should now be fully operable.

Try a different cable or USB port

Step 1: If the controller still will not pair, try another USB cable. A faulty cable will may not sync and/or charge your controller.
Step 2: Try another USB port on the console. If it works on a different port, the PS4 may need to be repaired.

Ensure your controller is adequately charged

It is important to ensure that you charge your controller, as the DualShock 4 loses charge, it can lose its connectivity strength, causing some input issues.

If your DS4 doesn’t seem to hold a charge, please see below for troubleshooting tips.

Step 1: Check to see if the controller charges when the system is turned on. Plug the controller in using the USB cable that was supplied with the PS4™.
Step 2: Press the PS button. If pushing the PS button is not responsive, try another USB port on the console. In the lower right of the screen you should see controller and battery icons. If the controller’s completely charged the battery icon will display three bars. If it’s charging, but not fully charged it will cycle 0,1,2, and 3 bars.

Image highlighting dualshock 4 charging icon located on the PS4 menu

Step 3: Ensure USB charging is enabled by going to Settings > Power Save Settings > Set Features Available in Rest Mode > Supply Power to USB Ports and choose Always or 3 hours.

The PS4 doesn’t charge controllers when powered completely off; for it to charge you need to put the system in Rest Mode.

If your controller is not vibrating as expected, the controller’s vibration function may be turned off. To turn it back on:

Step 1: Go to Settings > Devices > Controllers.
Step 2: Make sure there is a check mark in the Enable Vibration function.

Image highlighting how to enable vibration function on your dualshock 4 on ps4

Step 3: If the controller still experiences issues, try resetting your controller.

Input lag is when your press a button to perform an action, and there is a delay from the button press, to the actual action being performed on screen.

The new V2 controller we use will transfer data through USB, which will effectively eliminate any input lag. If you are experiencing lag, try playing through a USB cable.

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