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 12 MONTH warranty for any faults with your new controller. If you have come across an issue with your controller within twelve months, please contact us using the below form. For all warranty requests within twelve months, 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.

  • For a period of no longer than 12 months from purchase date, we will cover the cost of any repair relating to internal build options listed below.
    • Rear button failure
    • SnapShot trigger failure
    • Remap chip failure
    • Thumbstick deterioration
  • Wear and tear is not covered after 3 months of use.
  • Repairs outside of our warranty period will require you to ship the controller to us, plus any required costs associated with repair.

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. 

Change Of Mind

While we hope you love your new controller, sometimes it just wasn’t mean to be.

We allow a period of 5 days from date of delivery to return your controller.

  • Please ensure the controller is in as new condition, clean and free of grime.    
  • Controller must be fully functional
  • Controller must show no evidence of tampering
  • Any accessories must be in as new condition

As each controller is built specifically to the customers choices, often we cannot reuse some parts. For this reason, any change of mind purchases are inclusive of a 15% restocking fee, and any applicable shipping costs.

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.

We charge all controllers for a short period of time, however you may require additional charge time when receiving your controller.

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.

A common issue with all controllers, custom or otherwise, is thumbstick drift.

What happens when this occurs is unwanted movement is communicated from the analog stick to the console, causing movement in a random direction.

There are 2 main causes of this – foreign objects that have found their way into the controller, or faulty/damaged sensors in the analog stick.

In the case of foreign objects (including food, sweat and pet hair), this can sometimes be resolved without the need for service. This can be done by pressing down on the thumbstick, and moving the thumbstick in a clockwise directions for approx 15-20 seconds. Repeat this process in an anti-clockwise direction, then test to see if the drift has gone. Although there is also theories of using WD40, this is NOT recommended, and we advise against this. Please don’t spray any liquid inside your controller.

In the case of a faulty sensor, this would need to be returned to us to be fixed/replaced.

Return Form