Returns and warranty
This policy is what you agree to at checkout. If anything here is unclear, ask in our Discord before you order.
Before you order
These are pre-orders. Every build using the Heliumstrike 8K or Firebird A* ships approximately 12 weeks from the date of payment. Parts are sourced for your specific build within 12 hours of purchase.
The wait is long and we'd rather you know that now than be unhappy in three months. Please be certain before you order.
Cancellations
All sales are final except in the two cases below.
Within 12 hours of purchase. You may cancel for a full refund within 12 hours of placing your order. After that, parts have been sourced for your specific build and the order is locked.
If we miss the 12-week estimate. If your controller has not shipped within 12 weeks of payment, you may cancel for a full refund at any time up until it ships. You don't have to wait for us to offer — open a ticket and ask, and we'll process it.
The 12 weeks is measured from the date of payment to the date we hand the controller to the courier. Transit time afterwards is outside our control and isn't counted.
Once a controller has shipped, the order can no longer be cancelled. From that point the warranty and repair terms below apply instead.
Outside of these two cases, no refunds are issued after purchase.
30-day manufacturing defect warranty
Every controller is covered for 30 days from the date of shipment against defects in materials and workmanship.
If a manufacturing defect appears in that window, we repair it at no cost for parts or labour. You cover shipping to us, we cover shipping back.
90-day repair service
For 90 days from the day you receive your controller, we'll carry out physical repairs free of charge, even outside the defect warranty — unless the damage was caused deliberately.
Shipping both ways is the buyer's responsibility for repair-service claims.
What voids the warranty
- The controller is opened, repaired, or modified by anyone other than us
- Damage results from negligent use — drops, throwing, liquid damage and so on
Repairs may still be possible within the 90-day window in these cases, but parts and labour will be charged at full cost.
Transferability
Warranties are non-transferable. Claims can only be made by the original purchaser.
Making a claim
Open an order support ticket in our Discord with the name or handle used on the order, which build you have, a description of the issue, photos or video where possible, and which software and browser you're using if relevant.
Last updated: August 14, 2026. By completing a purchase you acknowledge and agree to these terms.