For the purposes of this policy, “Ultimate” refers to our refurbished and modified handheld console products.
Processing Times & Shipping
If additional items are purchased alongside a Build-to-Order, Made-to-Order, Assembled, or custom-built Ultimate, Console, or Controller, all items within the order will ship together once the custom product has been completed.
Build-to-Order, Made-to-Order, and Assembled products typically require a processing time of 1–3 weeks prior to shipment.
Some products may not qualify for free shipping. International orders containing additional non-custom items may require multiple shipping charges depending on the contents of the order.
Warranty Coverage
We take pride in the quality of our work and stand behind our products. Ultimates, Consoles, and Controllers include a 90-day limited warranty beginning on the shipment date of the product.
This warranty covers verified defects in parts and workmanship under normal use during the warranty period.
The warranty does not cover:
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Accidental damage
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Misuse
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Unauthorized modifications
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Improper handling
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Damage caused by opening or altering the product
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Cosmetic wear from normal use
Please inspect your product upon arrival and report any potential defects within the 90-day warranty period to ensure eligibility for warranty service.
If you experience any issues with your product, please contact support@handheldlegend.com before shipping the product to us. Products sent without prior approval from our support team may experience delays or be refused.
Depending on the issue experienced, troubleshooting steps may be required before a repair, return, or exchange can be approved. Our support team may provide setup guidance, documentation, testing procedures, or troubleshooting instructions to help identify and resolve the issue.
Important Information About Modded Products
You can review our article about the refurbishment process for Ultimates here.
We also strongly recommend reviewing our “All About Ultimates” article, which serves as a general guide for Ultimates and other modded consoles and controllers.
Because these products contain aftermarket modifications, certain characteristics or behaviors may differ from original manufacturer products. Some characteristics associated with aftermarket modifications may not currently be avoidable or considered manufacturing defects eligible for warranty, return, refund, or exchange coverage.
Returns, Refunds & Order Changes
Orders placed for Build-to-Order products or approved customizations cannot be cancelled, modified, or refunded once production has begun.
Custom-built Ultimates, Consoles, and Controllers created through our builders or approved customization requests are not eligible for returns, refunds, or exchanges after delivery. These products are eligible only for approved repair services relating to verified defects.
If a non-defective product is approved for return or exchange, it must be returned in its original condition. Products returned with damage, wear, missing components, or signs of use beyond normal inspection may be subject to restocking, cleaning, repair, or replacement part fees.
Applicable labor charges may include $12.50 per 15 minutes in addition to replacement part costs if necessary.
Shipping charges and Navidium Shipping Protection costs are non-refundable.
Packaging & Shipping Recommendations
We strongly recommend retaining the original packaging or protective case used to ship your Ultimate, Console, or Controller whenever possible.
If repair service is needed, using the original packaging helps provide safer transportation during shipment.
When shipping products to our facility, we strongly recommend using a reliable shipping carrier and purchasing shipping insurance. We cannot guarantee coverage for products lost or damaged during transit to our facility.
Non-Defective Repairs & User Error
If a product is returned for repair and no defect is identified, or the issue is determined to result from setup, compatibility, configuration, misuse, or user error, return shipping costs will not be covered.
Support documentation and setup guides may be provided to assist with troubleshooting and product functionality.
USA Customers
Warranty Repairs (USA)
If a verified defect is identified within the warranty period, please contact support@handheldlegend.com to begin the repair, exchange, or return approval process.
For approved warranty defects within the United States, return shipping costs associated with warranty service will be covered by us.
Shipping costs are not covered for:
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Non-defective returns
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User error or setup-related issues
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Damage caused by misuse, accidents, or unauthorized modifications
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Requested modifications or non-warranty services
Repair Services (USA)
Products requiring repair due to accidental damage, misuse, unauthorized modifications, customer-requested work, or out-of-warranty defects may be sent to us for diagnostics and repair services at the customer’s expense.
Repair services may include:
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A non-refundable $50 diagnostic fee per product
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Labor charges of $12.50 per 15 minutes
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Replacement parts
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Shipping and insurance costs
After diagnostics are completed, an estimate and invoice will be sent to the email address associated with your order. In some cases, a specific shipping method may be required for the return shipment.
It is the customer’s responsibility to notify our support team of any address changes or requested delivery scheduling preferences before the repaired or exchanged product is shipped back.
Repair turnaround times may vary depending on workload, parts availability, and the nature of the repair.
We strongly recommend that customers do not open or modify the product themselves, including for repairs, component swaps, or cleaning. Damage resulting from unauthorized disassembly or modifications may void warranty coverage.
International Customers
Warranty Repairs (International)
If your product requires warranty service due to a verified defect, customers are responsible for shipping the product to our facility for inspection or repair.
For approved warranty repairs, we will cover:
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Repair labor
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Replacement parts
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Return shipping back to the customer
International customers remain responsible for:
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Shipping costs to our facility
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Customs fees, Duties, VAT, Tariffs, Import/export fees, and Brokerage fees.
We do not cover customs-related charges for any international shipment, including warranty returns.
Please contact support@handheldlegend.com before shipping any product internationally for repair, return, or exchange approval.
Repair Services (International)
Products requiring repair due to accidental damage, misuse, unauthorized modifications, customer-requested work, or out-of-warranty defects may be sent to us for diagnostics and repair services at the customer’s expense.
Repair services may include:
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A non-refundable $50 diagnostic fee per product
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Labor charges of $12.50 per 15 minutes
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Replacement parts
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Shipping and insurance costs
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Customs fees, Duties, VAT, Tariffs, Import/export fees, and Brokerage fees.
After diagnostics are completed, an estimate and invoice will be sent to the email address associated with your order.
It is the customer’s responsibility to notify our support team of any address changes or requested delivery scheduling preferences before the repaired or exchanged product is shipped back.
Repair turnaround times may vary depending on workload, parts availability, and the nature of the repair.
We strongly recommend that customers do not open or modify the product themselves, including for repairs, component swaps, or cleaning. Damage resulting from unauthorized disassembly or modifications may void warranty coverage.
International Customs & Refused Deliveries
International customers are responsible for all customs fees, duties, VAT, tariffs, brokerage fees, and similar import-related charges associated with receiving repaired, exchanged, or returned products.
If you are unfamiliar with your country’s import policies, we recommend contacting your local customs office before beginning a repair, return, or exchange process.
If a shipment is refused due to customs charges or import fees, refunds or replacements cannot be processed until the package has successfully returned to us.
Please note that some shipping carriers may dispose of refused packages instead of returning them to the sender. In these situations, we may be unable to provide refunds, replacements, or recovery of the product.
Questions? Please reach out to us at support@handheldlegend.com