General information

• Controllers that cannot be repaired or are faulty will be returned to the customer at the customer's expense.
• The customer bears the shipping and customs costs, including VAT.
• Please clean your controller before sending it in.
• Please be sure to include the invoice – it is required for customs. (You can download it from your shipping confirmation.)

How to request a repair

1. Create a customer account:
2. To submit a repair request, you need a customer account. If you don't have one yet, please register on our website and then contact support.
3. Fill out the repair request form:
4. Please describe the error or the desired change as precisely as possible so that we know what to do.
5. Confirmation received:
6. After submitting your application, you will receive a confirmation via email.
7. We will review your request and then approve it.
8. Shipping instructions:
9. Once approved, we will send you the shipping information for your package.
10. Important: The repair number must be clearly visible on the package – without it we cannot accept the package.
11. Customer responsibility:
12. The customer is responsible for registration, secure packaging and correct labeling of the package.

Repair process for EU customers

• EU customers send their parcel to a collection point in Germany .
• Shipping costs are approximately €6 and are borne by the customer.
• The collection point bundles the packages , clears them through customs once a week and then forwards them to Rocket Games AG .
• This eliminates the need for EU customers to: fill out customs forms and pay customs fees.
• You will receive a notification via email as soon as the package arrives at Rocket Games AG.
• The repair will take place in Switzerland. Afterwards, we will prepare the customs documents for the return shipment to you.
• The entire process usually takes 3-4 weeks until your repaired controller arrives back to you.