WARRANTY
& RETURNS.

WHAT’S COVERED?

Pad Mender provides a six-month warranty from the date your purchased controller or completed mail-in upgrade is delivered to you. Keep your order details as evidence of purchase. Another reasonable form of proof is also acceptable.

WHAT IS EXCLUDED?

The voluntary warranty does not cover faults caused by:

• Accidental damage, drops, impact, liquid ingress or misuse after delivery.
• Physical damage to ports, buttons, sticks, paddles or the housing caused by handling or use outside normal conditions.
• Damage caused by later repairs, modifications or incompatible accessories.
• Ordinary cosmetic wear that does not indicate a defect, such as surface marks from normal use.

For mail-in work, unrelated faults and pre-existing damage outside the agreed repair are not included. We assess the cause of the reported problem: opening a controller or having another repair carried out does not automatically cancel every aspect of your cover or your legal rights.

We do not promise that TMR sticks can never develop drift or another fault. A claim will be assessed against the actual fault and the applicable cover, not dismissed simply because it involves stick drift.

WHEN A WARRANTY CLAIM MAY BE DECLINED.

We may decline a claim under our voluntary six-month warranty where inspection and the available evidence establish a valid reason. We assess each reported fault individually and explain the reason for our decision. Declining voluntary warranty cover does not remove any remedy you are entitled to under consumer law or eBay’s applicable rules.

• Damage caused after delivery: for example, a drop cracks a paddle, liquid causes corrosion linked to the fault, or excessive force damages a stick or charging port. Unrelated damage is not a reason to refuse cover for a separate covered defect.
• Damage caused by later work or unsuitable accessories: for example, a later modification damages the supplied kit or wiring. Opening the controller, a broken seal or another repair alone does not automatically invalidate the warranty; the damage must be relevant to the claim.
• An unrelated fault outside a mail-in service: for example, an existing battery or charging fault where we fitted only a paddle kit and did not cause that fault. Supplied upgrade parts and damage caused by our installation remain our responsibility.
• Ordinary cosmetic wear rather than a defect: for example, superficial marks from normal handling. Premature failure of a supplied part is assessed as a potential defect rather than automatically treated as wear.
• The voluntary warranty period has ended: a claim first raised after six months may be outside this additional cover. We still consider any applicable statutory rights; the expiry of the warranty does not end those rights.
• A different controller or part is returned: where reliable records establish that the item is not the one covered by the order. We will explain the mismatch and consider alternative identification evidence. An unreadable or missing serial number alone is not grounds for refusal.

If testing does not reproduce the fault

We explain the checks performed and ask for any further useful details about when the issue occurs. An intermittent fault is not automatically rejected because it does not appear during one test. If a covered fault cannot be established after reasonable investigation, we explain the findings and available next steps and whether the issue is covered.

How we explain and review a decision

We provide the relevant reason, a summary of our findings and supporting photographs or test results where available. You can challenge the findings or supply further evidence through eBay for review. Any paid repair, assessment fee or postage arrangement is explained and agreed before proceeding; there is no automatic rejection fee. This process does not prevent you from using eBay’s dispute process or exercising your statutory rights.

HOW TO MAKE A CLAIM.

1. Contact us through eBay

   Use your order’s contact seller or returns option, or message Padmender on eBay. Include your order number, a description of the fault, when it started and any useful photos or video. These help us investigate; a video is not a condition of exercising your legal rights.

2. We review the issue

   We may suggest simple checks, such as a different cable or testing the controller in another game. Please tell us about any damage or repairs since the original order. Do not attempt a repair solely to demonstrate the fault.

3. Arrange the return

   We’ll confirm the return instructions and postage arrangements. If you use eBay’s returns process, follow its instructions and deadlines. Securely package the controller and retain your tracking details. Only send accessories we ask you to include.

4. Assessment & explanation

   We inspect and test the controller and compare the reported issue with our original work and condition records. We explain our findings and the proposed resolution. If the issue is outside the voluntary cover, we’ll explain why and discuss any chargeable options before work is carried out.

5. Resolve & return

   A covered fault is put right without a charge for covered parts or labour. Repair, replacement, repeat performance, a price reduction or a refund may be appropriate depending on the circumstances and your legal rights. We do not require you to accept a repair where you are entitled to another remedy. We’ll explain timing after assessment and keep you informed of delays.

RETURN POSTAGE & CHARGES.

Where goods are faulty or misdescribed, or our work has not met the required standard, we arrange or reimburse the reasonable necessary return costs in line with your rights. Contact us to agree a suitable tracked method or obtain a label; this does not remove your right to use eBay’s returns process.

For other returns or an issue outside cover, we’ll explain the postage arrangements and any proposed assessment or repair charge before you agree to proceed. There is no automatic inspection fee and no additional work is carried out without your agreement.

The postage included in an original upgrade price covers the completed service’s return delivery. Warranty-return postage is handled separately as described above.

IDENTIFICATION & FRAUD PREVENTION.

We record controller serial numbers and take condition photographs on arrival and before dispatch. These records help match a controller to an order and investigate swaps or disputes. We may also record the fitted parts and test results.

A missing or unreadable serial number does not automatically defeat a genuine claim; we’ll consider other evidence. Identification checks do not override consumer rights. Please send only the controller associated with your order and tell us about existing damage.

CANCELLATIONS & YOUR RIGHTS.

This warranty is separate from a change-of-mind cancellation. Online purchases can have cancellation rights even when there is no fault. Contact us through your eBay order promptly if you wish to cancel or return an order.

Different cancellation rules may apply to personalised goods and services already started at your express request. We will explain any applicable conditions before starting a service; We’ll confirm your cancellation rights before work starts.

Goods must meet the standards required by consumer law, and services must be carried out with reasonable care and skill. The appropriate remedy depends on the facts. Your statutory rights may continue after this six-month warranty ends.

For independent guidance, see GOV.UK’s returns and refunds guidance and Citizens Advice on problems with a service.