Refund policy
Cancellations
As all items are made to order, I purchase supplies only as they are needed. Meaning, should you place an order and decide to cancel, I will hold off on customizing your product for 72 hours. After that, I will proceed with the order, and if you decide to cancel your order, you will only be given a partial refund--likely less than half of what you paid to account for time spent and materials used.
Returns
I have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is only if the product is in the same condition that I sent it, unworn and unused, in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact me at analoguecustoms@gmail.com, or through DMs on Instagram and TikTok. Please note that returns will need to be sent to the following address:
PO BOX 99900 JQ 937 250
RPO SIMCOE CONLIN,
OSHAWA, ONTARIO,
CANADA,
L1G 7W1
If your return is accepted, I’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted.
You can always contact me for any return question at analoguecustoms@gmail.com.
Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right. I keep a log of all my orders before they're shipped out to assure quality, so any damage will have occurred in transport; I will always do my utmost to work out fair compensation for you, but this is on a case-by-case basis.
Exceptions / non-returnable items (Custom work)
I do not accept returns or exchanges on commissioned or customized items, as they are tailored to your wishes and unable to be resold. The process for these types of orders always has you incredibly involved, so you will always have a say right up until the item is shipped (as product and circumstances allow). I give a two-week grace period wherein I only work on the design, leaving the option available to return the base materials I paint; once I begin my work, I can't return them, which means I cannot cancel your order. Depending on the circumstances, a partial refund may be negotiated, but this is not guaranteed.
Unfortunately, I cannot accept returns on sale items or gift cards.
Exchanges
If you receive the incorrect item, I will cover the cost of the both the return label and the new label sent back to you. If you simply wish to exchange the item you ordered for another, the cost of all postage (as well as any difference between the cost of the items) will be your responsibility.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since I’ve approved your return, please contact me at analoguecustoms@gmail.com.
Wear and Tear (Controller-Specific)
If within one year of your order you find there to be greater than usual wear on your controller (this does not include smoothing caused by palms/fingers), please contact me so we can work something out. The controllers are designed and painted to last, but are not, for example, made to withstand sitting in the bottom of a backpack or purse unprotected. If you have concerns with an order you've received, I'll take a look, and after determining shipping practices, I may re-paint the controller for a reduced fee. Again, this is on a case-by-case basis, and I retain the right to determine whether your wear and tear of your controller falls outside the realm of what I'm willing to take responsibility for.
If you have placed an order for a controller without a battery (automatic for any non-Canadian or -US orders), you are responsible for any damage done to the paint to insert the batteries.