Refund Policy – ControllerHub

At ControllerHub, we strive to ensure customer satisfaction by providing high-quality video games, merchandise, accessories, and digital content. We understand that situations may arise where a customer may wish to return a product or request a refund. This Refund Policy outlines the terms and conditions that govern such requests. By purchasing from our store, whether physical or digital, you agree to the policy detailed below.

1. General Overview

Our refund policy is designed to be fair and transparent, balancing the rights of our customers with the nature of our products. Refunds will only be considered if the request is made within specific timeframes depending on the type of product. Refunds will be issued to the original payment method unless otherwise stated. It may take between 7 to 14 business days for the refund to reflect in your account once approved.

2. Physical Game Returns

You may request a refund for physical video games purchased through our store under the following conditions:

• The return request is made within 14 calendar days of the original purchase.
• The game is unopened, in its original sealed packaging, and in resalable condition.
• You provide proof of purchase (receipt or invoice).

If the game has been opened or used, we reserve the right to deny the refund unless the product is defective. In cases of manufacturer defects, we may offer a replacement instead of a refund.

Shipping costs for returning physical products are generally not refunded unless the product was delivered damaged or incorrectly.

3. Digital Game Purchases

Refunds for digital downloads (PC, console, or mobile game codes) are available under strict conditions:

• The refund request must be submitted within 7 calendar days of purchase.
• The game must not have been downloaded, activated, or played.
• No digital key or code must have been revealed or used.

Once a digital game is accessed or redeemed, it is considered consumed, and no refund will be issued unless the product is defective or did not function as intended due to a fault on our part.

4. Game Accessories and Merchandise

You may request a refund for gaming accessories (controllers, headsets, keyboards, etc.) or merchandise (shirts, figurines, posters, etc.) within 15 calendar days of purchase if:

• The item is unused and in its original packaging.
• All tags, labels, and protective elements are intact.
• A valid receipt is presented.

Used or damaged merchandise is not eligible for refunds unless a defect is reported within 3 days of receipt.

5. Pre-Orders and Deposits

Pre-orders can be canceled for a full refund at any point before the official release date, as long as:

• The refund request is submitted at least 3 calendar days prior to release.
• No promotional content or early access has been redeemed.

After release, the refund follows the digital or physical product refund rules, depending on the format of the game purchased.

Non-refundable deposits may apply to select pre-orders, which will be clearly communicated at the time of purchase.

6. Subscription Services

Our store may offer subscription-based services, such as game clubs or premium access:

• First-time subscribers may cancel and request a refund within 5 calendar days of purchase if the service has not been used.
• Auto-renewed subscriptions can be refunded within 3 calendar days of renewal if unused.
• No partial refunds will be granted for unused days or months after the initial cancellation period.

7. Gift Cards and Codes

Gift cards, digital codes, and downloadable content cards are non-refundable once purchased and delivered unless:

• The code was invalid or unreadable.
• The gift card was not activated properly at the time of purchase.
• Any issues must be reported within 5 calendar days of purchase.

8. Faulty or Damaged Products

If you receive a product that is damaged, defective, or not functioning properly, please notify our support team within 5 calendar days of receipt. Eligible cases may include:

• Discs that won’t load.
• Accessories with electrical defects.
• Merchandise with manufacturing faults.

After verification, we may provide a replacement, store credit, or full refund, depending on the case and product availability.

9. Final Sale Items

Certain items are labeled as “Final Sale” and are not eligible for refunds or exchanges. These may include:

• Clearance merchandise.
• Bundled promotional items.
• Special edition games or limited collectibles.

Please review product labels and terms at the time of purchase.

10. How to Request a Refund

To submit a refund request, you must:

• Contact our customer service team through the official support channel.
• Provide your full name, order number, and reason for the request.
• Attach images if the item is defective or damaged.
• Await confirmation and return instructions, if applicable.

All approved physical returns must be sent back within 10 calendar days from the date of approval.

11. Abuse and Exceptions

We reserve the right to refuse refund requests in cases of:

• Repeated refund abuse.
• Suspicion of fraud.
• Violation of our store’s terms of use.

Each case is evaluated individually to ensure fairness. Exceptions may be made at the store’s discretion.

12. Changes to This Policy

We may update or revise this Refund Policy at any time. Customers are encouraged to review this policy periodically. Changes will not affect purchases made before the date of revision unless otherwise agreed.

Thank You

Thank you for shopping with ControllerHub. We value your trust and loyalty. Our goal is to ensure that your experience with every purchase is satisfying and seamless. If you have any questions about our refund procedures or require additional support, please reach out to our customer service team. We're here to help!