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Refunds and Returns


Items Returned: All Items have to be returned and in the possession of Console Warehouse before refunds will be considered.

My Console has stopped working: All consoles are heavily tested and fully serviced before being sent out. If there is a fault with the console within a short amount of time since delivery, depending on the fault described, the customer is responsible to pay to send the console back for inspection as this is a rare occurrence. A shipping refund will be immediately given if the console has a genuine fault and is not malfunctioning due to user error by the alteration of anything on the Xbox. As described on our website and with the letter/email provided with the order, customers should spend time watching our videos and researching online how to use their console, without jumping ahead and installing files/mods/plugins that may cause issues on the Xbox. Tampering with the nand instantly voids the warranty. Therefore, the customer is liable for any shipping and repair costs if the issues described are caused by the customer tampering with the nand. The customer should never need to touch the nand under any circumstances.

Who pays for the return postage on a console?: The customer is responsible for return shipping costs when sending and item/order back to us for exchange or refund. On some occasions, we will offer to pay for the return shipping up to 3 months of the order being placed.

Costs of Postage: The customer should ensure that the shipping costs are reasonable and fair before returning an item. They should seek to find a competitively priced shipping agent.

Proof of Purchase: Once an Item has been shipped for return the customer must provide Console Warehouse with tracking details and a receipt copy to confirm the item has been posted for

Insurance: All returns must have some form of insurance in case they are lost. Console Warehouse cannot be held responsible for lost packages if the customer has no proof of delivery.

Shipping General:  All Returned Items need to be returned in the original packaging or in a mail-safe box and shipped freight prepaid by the customer and a tracking number with signature. Console Warehouse is not responsible for any items that are missing or damaged during shipment.

Return Items and Packaging: The customer agrees that all returned products will be 100% complete and returned in a resalable condition. Accessories such as cables, adapters, manuals, and any other components within the original packaging must be included in the return unless otherwise specified or agreed with the Console Warehouse.

If any promotional free items came with the product, these too must be returned. Console Warehouse may refuse the replace any products if the product is not returned with the complete materials and packaging.

Shipping Fees: All costs/fees relating to shipping & return shipping are non-refundable to the customer. Return shipping costs only may be refunded at the discretion of Console Warehouse on sales made within 30 days up to the maximum shipping cost originally charged on the invoice. This will happen if the item after being tested is experiencing hardware issues which has not been the result of a customers misuse.

Damage in transit: Any physical damage to any product will void the product’s warranty and breach the return policy. Products that arrive damaged to the customer Console Warehouse must be notified within 12 hours of receipt. Console Warehouse will accept any refund claims for damage caused by shipping or postage but these claims must follow our claims procedure.

Testing Returned Items: All sold Items which have been returned by our customers Console Warehouse will be tested before claims are accepted. They will be tested for Damage, misuse or faults before any refunds will be approved. This will be recorded by video to ensure the customer is fully informed of any issues.

Defective Workmanship: Console Warehouse will accept the return of products that are defective due to defects in manufacturing and/or workmanship Any returned item that is sent back due to either a customer mistake or is sent to us as faulty and it is tested as not faulty will incur testing, and restocking fees.

Workmanship: If in the unlikely event and upon inspection the failure of a console is due to poor workmanship then a full refund or a replacement will be given to the customer. Console Warehouse may issue a replacement at our discretion, which may include repairing the defect and returning the original console to the customer In the event the item cannot be fully repaired it will then be replaced with a replacement console.

Warranty Sticker: All Xbox’s supplied by Console Warehouse are sealed with a warranty sticker. If this sticker is found to be damaged or tampered with your guarantee will be invalid and a replacement unit or refund will not be offered to the customer. Under no circumstances should the customer need to remove or tamper with this sticker.

Refund Payment: Refunds may take up to 7 days in some cases to process fully, depending on how the customer requires the payment to be paid. Sometimes refunds can be immediate and others can take a few days – This is usually due to the customer’s bank or who they bank with.

Items Purchased in Error: Console Warehouse will not refund or accept a return of goods for any Items purchased in error by the customer.

I No Longer Want the Item: If you no longer would like the item, you can send the item back within 30 days of getting the product. You will be refunded once the item has been returned and inspected, you will receive a full refund minus the initial shipping cost and a £15 GBP admin/refund fee.

Admin Fee: Once the returned item has been investigated for mechanical defects, if we find that the Custom Xbox has been damaged by the customer such as, had malicious software installed or any of the installed software has been altered which would cause the console to stop working. Refunds will still be given minus postage costs paid by the customer for the return and a £25.00 admin fee will be charged which will reflect in the amount refunded to the customer.