Repair Policy

Last updated: 27 September 2026

This Repair & Customisation Policy explains how HydroFix Designs handles Xbox and PlayStation controller repairs, customisations and modifications.

Our aim is to provide a clear and professional service while keeping customers informed throughout the process.

Our usual process is:

You can post your controller to us or arrange an agreed drop-off.

Once received, we inspect the controller and assess the requested work.

We confirm the work required and the price. If additional faults or work are discovered, we will contact you before carrying out significant additional chargeable work.

Once the work is agreed, we carry out the requested repair or customisation.

We test the controller as reasonably practicable to ensure the completed work is functioning as intended.

Payment is made once the agreed work has been completed, unless another arrangement has been agreed with you.

You can collect the controller if a collection has been arranged, or we can return it by post using the agreed delivery method.

Customers may send controllers to HydroFix Designs by post or deliver them in person by prior arrangement.

If posting your controller, please package it securely using suitable protective materials.

We recommend:

using a suitably sized box;

protecting the controller from movement inside the package;

using bubble wrap or other protective material;

using a tracked delivery service; and

retaining your postage receipt and tracking information.

HydroFix Designs is not responsible for damage caused by inadequate packaging or damage occurring during delivery to us where that damage is outside our reasonable control.

Please do not send unnecessary accessories, cables, batteries or other items unless they are required for the requested service.

We will inspect the controller and assess its condition.

We may check for:

the reported fault;

existing physical damage;

liquid damage;

previous repairs;

previous modifications;

damaged or missing components;

stick drift;

button faults;

trigger faults;

connection issues; and

other relevant faults.

Where reasonably practicable, we may record the condition of the controller before work begins.

A controller may have faults that cannot be identified until it has been opened, tested or partially repaired.

If we discover an additional fault that requires significant additional work or parts, we will normally contact you before proceeding with the additional chargeable work.

Examples may include:

damaged circuit boards;

liquid damage;

broken internal components;

previous poor-quality repairs;

damaged solder joints;

multiple unrelated faults; or

other issues not included in the original quotation.

If you do not approve the additional work, we may return the controller in its existing condition, subject to any applicable diagnostic, return or other agreed charges.

Although we will make reasonable efforts to repair a controller, some controllers may be beyond economical or practical repair.

This may be due to:

severe liquid damage;

extensive physical damage;

damaged circuit boards;

unavailable replacement parts;

extensive previous modification;

multiple component failures; or

other circumstances that make repair impractical.

If we determine that a controller cannot reasonably be repaired, we will contact you and explain the available options.

Customisation work is carried out according to the specifications agreed with the customer.

This may include, depending on the service:

shell changes;

colour changes;

buttons;

thumbsticks;

triggers;

graphics;

designs;

text;

logos;

cosmetic finishes; and

other agreed modifications.

Customers are responsible for checking their requested design before work begins.

This includes checking spelling, colours, graphics, names, numbers and other personalised details.

Once customisation work has started, changes may not be possible or may result in additional costs.

Images shown on our website or social media may not exactly represent the final appearance of a customised controller.

Differences may occur because of:

screen settings;

lighting;

photography;

materials;

manufacturing processes; and

natural variations in finishes.

Minor variations in colour, texture or finish will not necessarily constitute a fault.

If you ask us to use a logo, image, artwork, name or other design supplied by you, you are responsible for ensuring that you have permission to use it.

HydroFix Designs is not responsible for intellectual property claims relating to artwork or designs supplied by customers.

We reserve the right to refuse a design request where we have a reasonable concern about its legality or the rights associated with it.

Opening, repairing or modifying a controller may alter the controller from its original manufacturer condition.

A repaired or customised controller may therefore no longer be eligible for a manufacturer's warranty.

HydroFix Designs is an independent repair and customisation business and does not represent itself as the manufacturer of the controller.

Following repair or customisation, we will carry out reasonable testing appropriate to the work performed.

Testing may include checking the specific repaired or modified functions.

Testing cannot guarantee that every component of a controller will remain fault-free indefinitely.

A controller contains multiple electronic and mechanical components, and an unrelated component may fail after the repair or customisation has been completed.

HydroFix Designs provides a 30-day warranty on our repair and customisation work.

The warranty begins on the date the completed controller is collected by the customer or delivered to the customer.

If a problem occurs within the 30-day warranty period and you believe it relates to work carried out by HydroFix Designs, please contact us as soon as possible.

We may ask you to:

describe the problem;

provide photographs or video;

provide information about how the controller has been used; and

return the controller to us for inspection.

If we determine that the issue is directly related to our workmanship or the specific work carried out, we will, where appropriate, repair the affected work at no additional charge.

The HydroFix Designs 30-day warranty does not cover damage or faults caused by circumstances unrelated to our workmanship, including:

accidental damage;

dropping or impact;

liquid or moisture damage;

misuse or abuse;

unauthorised modifications;

attempted repairs by another person;

opening the controller after our work;

damaged ports caused after return;

excessive physical wear;

damage to unrelated components; or

any other damage occurring after the controller has been returned to the customer.

This warranty does not remove or restrict any statutory rights that apply to you under UK consumer law.

A controller returned under warranty may need to be inspected before a warranty repair is approved.

This allows us to establish whether the reported issue is connected to the work originally carried out by HydroFix Designs.

If the inspection determines that the issue is unrelated to our work or is excluded from the warranty, we will explain the available options.

Additional repair charges may apply if you choose to have unrelated work carried out.

HydroFix Designs does not currently require a deposit before beginning agreed repair or customisation work.

Unless otherwise agreed, payment will be due once the agreed work has been completed and before the controller is collected or returned.

Where additional work is required, we will explain the additional cost before proceeding wherever reasonably practicable.

Customers will be informed when their controller is ready for collection.

An agreed collection date should be treated as the date from which the controller is available for collection.

Customers should contact us if they are unable to collect on the agreed date.

Uncollected Controllers

If a controller has not been collected within 28 days of the agreed collection date, we may contact the customer and issue a final notice requiring collection.

If the controller remains uncollected after the final notice and reasonable attempts have been made to contact the customer, HydroFix Designs may, where legally permitted:

charge reasonable storage or handling costs where applicable;

dispose of the controller; or

sell the controller to recover reasonable outstanding costs associated with the work, storage or handling.

Any sale or disposal will only be carried out where legally permitted and after reasonable efforts have been made to contact the customer.

If a controller is sold for more than the amount reasonably owed, any balance that is legally required to be accounted for to the customer will be dealt with accordingly.

Customers are responsible for keeping their contact details up to date.

Where a completed controller is being returned by post, customers are responsible for providing an accurate delivery address.

We will use the agreed delivery method.

If a parcel arrives visibly damaged, please photograph the packaging and controller and contact us as soon as possible.

We aim to complete repairs and customisations within the estimated timeframe provided.

However, some repairs may take longer than expected because of:

additional faults;

parts availability;

supplier delays;

postal delays;

customer approval of additional work;

technical difficulties; or

circumstances outside our reasonable control.

Where reasonably practicable, we will keep customers informed of significant delays.

Customers are responsible for:

providing accurate contact information;

describing the reported fault as accurately as possible;

providing accurate customisation requirements;

approving designs before work begins;

packaging controllers appropriately when posting them;

collecting completed controllers within the agreed timeframe; and

following reasonable instructions relating to the use and care of repaired/customised controllers.

To help maintain your customised controller, we recommend:

keeping it away from liquids and excessive moisture;

avoiding dropping or impacting the controller;

keeping it clean;

avoiding excessive force on buttons, triggers and thumbsticks;

storing it safely when not in use; and

avoiding unauthorised modifications or repairs.

HydroFix Designs aims to provide professional repair and customisation services and to communicate clearly with customers throughout the process.

We will treat each controller with reasonable care and will carry out agreed work with reasonable care and skill.

If something goes wrong with your repair or customisation, please contact us so that we can investigate the issue and work with you towards an appropriate solution.

Nothing in this Repair & Customisation Policy is intended to remove or restrict your statutory rights.

Your legal rights may provide protections beyond the 30-day HydroFix Designs warranty.

Where a product or service does not meet the requirements of applicable consumer law, the appropriate legal remedy will apply.

HydroFix Designs

Website: www.HydroFixDesigns.co.uk

Email: contact@hydrofixdesigns.co.uk

Business Address: 1 Lavender Avenue Minster Kent ME12 3UA 

For questions about an existing repair, customisation or warranty claim, please contact us using the contact details provided on our website.