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.

These items are not eligible for free shipping. International customers, if you have other non-Ultimate items in your order, there may be two shipping charges required. 

 

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.

You can review our article about the refurbishment process for Ultimates here.

To ensure you know what to expect from an Ultimate, please review our All About Ultimates article, which is a resource and general guide for all things relating and pertaining to Ultimates and other modded consoles or controllers. There are certain aspects of aftermarket mods that may be undesirable, that we are unfortunately not able to resolve at this time. The article will highlight these items of note for your convenience. Anything mentioned in this article that could occur, may not be considered a defect at our discretion, and refunds/returns/exchanges will not be processed.

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.

If an Ultimate/Console/Controller is sent back for repairs but there is nothing defective and/or the issue was simply user error, we will not cover the reshipment costs to get the product back to you.

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 repair/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/deduct from your refund a restocking fee and for any replacement parts needed. 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 (USA):

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. You are responsible for any costs.

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 may include a non-refundable charge of $50 diagnostics per Ultimate/Console/Controller, plus labor at $12.50/15 mins, replacement parts, shipping insurance, and shipping. After conclusion and estimation, a new invoice will be sent to your email on file. The shipping method will be 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.

For International Customers:

Our standard return policy does not allow returns/exchanges internationally. However, if you believe there is a defect or you simply wish to return/exchange a pre-built Ultimate/Console/Controller, it is your responsibility to send the Ultimate/Console/Controller to us at your own cost. Before a repair/return/exchange, it must be approved by our support team. Please provide details to us at support@handheldlegend.com. We do not refund shipping costs, insurance costs, and any customs fees/tariffs paid.

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. If a pre-built Ultimate/Console/Controller is returned and we deem it not to be in its original condition, we will charge/deduct from your refund a restocking fee and for any replacement parts needed.

Once the return is approved, it 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. 

Repair Services (International):

If your Ultimate/Console/Controller needs repair due to a defect within warranty, it is up to the consumer to pay for the return shipping to us for repair/exchange/return. We will cover costs of repairs, replacement parts, and return shipping. We do not cover costs on on any customs fees/tariffs on the return shipment. 

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. You are responsible for any costs.

If your Ultimate/Console/Controller is out of warranty, and needs repairs due to a defect, it can be sent into us for full diagnostics and repair. You are responsible for any costs.

Repairs may include a non-refundable charge of $50 diagnostics per Ultimate/Console/Controller, plus labor at $12.50/15 mins, replacement parts, shipping insurance, and shipping. Depending on the item being repaired, we may require one of the more expensive/reliable shipping methods such as DHL or UPS. After conclusion and estimation, a new invoice will be sent to your email on file. 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.

For international repairs, we do not cover the costs of any taxes such as, but not limited to, customs fees/duties/VAT/tariffs on the return shipment of the product to you regardless of the repair reason. If you are unaware of the current policy for your state/country of residence, please contact your local customs office before beginning the repair process so you know what to expect.

Customers who do not wish to pay customs fees for any reason after your order has been shipped, cannot have their items refunded until the package arrives back to us. We may not see any further tracking updates on the package tracker, which means that we cannot provide an estimated return date. We will not refund for shipping or Navidium Shipping Protection costs. Shipping companies may dispose of packages refused for delivery due to customs fees. In that scenario, we are unable to offer a refund or replacements.

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