Ultimate, Consoles, and Controllers Return/Repair/Refund Policy

Please note: If you purchase additional items along with a Custom/Build-to-Order/Made-to-Order Ultimate, Console, and/or Controller, your items will be shipped all together when your Ultimate/Console/Controller is completed. Build-To-Order/Made-To-Order Ultimates, Consoles, and Controllers have a processing time of 1 to 3 weeks.

 

We provide a 100% guarantee and take pride in our work. Purchasing an Ultimate, Console, and/or Controller product includes a 90-day warranty from the date your Ultimate/Console/Controller is shipped out.

Our Ultimates, Consoles, and Controllers are backed by a warranty which is voided by accidental or intentional damage. All parts and workmanship are covered for defects for the full duration of the warranty. If you have an issue with your console/controller, reach out to support@handheldlegend.com

Please inspect your Ultimate/Console/Controller for any possible defects within the 90-day warranty to ensure a repair will be covered.

Orders placed for custom builds, Build-To-Order, Made-to-Order, or requested/approved customizations, cannot be cancelled, modified, or refunded once placed. Custom Ultimates/Consoles/Controllers made through our builders or approved customizations are not eligible for returns or refunds once received. They are eligible only for defective repairs or requested repairs services.

We highly suggest keeping the protective box/case we send the Ultimates/Consoles/Controllers (if applicable) in. In the unlikely event that you require repairs for the Ultimate/Console/Controller, having the original packaging ensures safe and secure transport back to us. We are NOT responsible for damage to the Ultimate/Console/Controller in the event that the Ultimate/Console/Controller is not shipped to us in protective packaging.

For USA Customers:

If there is a defect noted when the Ultimate/Console/Controller is received, please reach out to support@handheldlegend.com to start the exchange/return process. 

Shipping costs are not covered for Ultimates/Consoles/Controllers returned/sent in for repair at a customer's request when there is no defect with the Ultimate/Console/Controller. If a pre-built Ultimate/Console/Controller is returned and we deem it not to be in its original condition, we will charge a restocking fee. Defective or damaged pre-built Ultimates/Consoles/Controllers returns will be free of charge.

Custom, Build-To-Order, and Made-to-Order Ultimates/Consoles/Controllers are not eligible for returns or refunds. They are eligible only for defective repairs or requested repairs services.

Repair Services:

We only offer repairs for Ultimate/Console/Controller products, at this time, in the USA only. If the Ultimate/Console/Controller needs repair by cause of the consumer, it can be sent into us for full diagnostics and repair. This includes Ultimate/Console/Controller within and out of warranty.

If your Ultimate/Console/Controller is out of warranty, the repair services process will then apply to your console/controller for any reason, including defects. 

Repairs will include a non-refundable charge of $50 diagnostics per Ultimate/Console/Controller, plus labor at $50/hr, replacement parts, shipping insurance, and shipping. After conclusion and estimation, a new invoice will be sent to your email on file. This includes adding Navidium Shipping Insurance and a shipping cost for UPS Ground or another service at your request that we deem to be the equivalent or higher. When payment is received for this, we can re-ship the Ultimate/Console/Controller back out.

We highly suggest when sending the Ultimate/Console/Controller to us, you use a more reliable shipping service and include insurance on the package with the Ultimate/Console/Controller. We are NOT responsible for damage or loss of the Ultimate/Console/Controller during this shipment.

General returns can be sent to:
Hand Held Legend
Attn: Returns
519 Davisville Road; Unit 102
Willow Grove, PA 19090

For Customers in all other countries:

Our standard return policy does not allow returns internationally. However, if you believe there is a defect in the Ultimate/Console/Controller, it is your responsibility to send the Ultimate/Console/Controller to us at your own cost. You may provide details to us at support@handheldlegend.com

We highly suggest when sending the Ultimate/Console/Controller to us, you use a more reliable shipping service and include insurance on the package with the Ultimate/Console/Controller. We are NOT responsible for damage or loss of the Ultimate/Console/Controller during this shipment.

Returns can be sent to:
Hand Held Legend
Attn: Returns
519 Davisville Road; Unit 102
Willow Grove, PA 19090

Custom, Build-To-Order, and Made-to-Order Ultimates/Consoles/Controllers are not eligible for returns or refunds. They are eligible only for defective repairs or requested repairs services.