Refund policy

Refund & Return Policy

Last updated: 12 April 2026

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.

1. Your Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item for any reason. You then have a further 14 days to return the item to us.

We extend this to a 30-day return policy meaning you can request a return at any point within 30 days of receiving your item.

2. Eligibility for Returns

To be eligible for a return:

  • The item must be returned in the same condition it was received
  • The item must include all original parts, accessories, and packaging
  • The item must not show excessive use, damage, or signs of misuse

Opened items are accepted, but they must remain in appropriate condition.

As our products are refurbished, items may show minor signs of previous use, which will not be considered a fault.

Proof of purchase is required.

3. How to Start a Return

To request a return, contact us at:
kustomconsole@outlook.com

Returns must be approved before being sent. Items returned without prior approval may not be accepted.

4. Return Shipping

If your return is approved, we will provide a return shipping label and instructions.

We cover the cost of return shipping.

5. Inspection and Condition

All returned items are inspected upon arrival.

If an item is returned in a condition that reduces its value beyond what is necessary to inspect it, we may reduce the refund accordingly.

6. Faulty, Damaged, or Incorrect Items

Please inspect your order upon arrival.

If your item is faulty, damaged, or incorrect, contact us as soon as possible so we can resolve the issue.

Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund if your item is faulty or not as described.

7. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • We aim to process refunds within 10 business days

Your bank or payment provider may take additional time to process the refund.

8. Exchanges

We do not offer direct exchanges. To receive a different item, please return your original item and place a new order.

9. Non-Returnable Items

We do not accept returns for:

  • Gift cards

This does not affect your statutory rights.

10. Consumer Rights

This policy does not affect your statutory rights under UK consumer law.

11. Return Address

KustomConsole
10 Mill Lane
Frampton Cotterell
Bristol
BS36 2AA
United Kingdom