Refund policy

Refund & Replacement Policy

Defective, damaged or wrong item? Free replacement or refund — just send us a short video.

Defective, damaged or wrong item

If your order arrives defective, damaged in transit, or isn't what you ordered, we'll make it right.

Email support@crtwave.com within 30 days of delivery with your order number.
Include a short video (or clear photos) showing the problem — for consoles and controllers, please show the device powering on and the issue happening.
We'll reply within 2 business days with a free replacement or a refund, your choice where stock allows. In most cases you don't need to send the item back. If we do need it back, we'll email you return instructions — please don't send anything back before you have them, and never to our business address.

Common setup questions (adding games, firmware, pairing a controller) are usually not defects — check our setup guides or email us first; we're happy to help you get it running.

Change of mind

We don't accept returns for change of mind, ordering the wrong model, or preferring a different color. Please check the model, compatibility notes and options on the product page before ordering. Questions before you buy? Email support@crtwave.com.

Your statutory rights

This does not affect your statutory rights under the consumer laws of your country, including any right to cancel or to a remedy for faulty goods.

UK and EU customers — 14-day right to cancel. If you're a consumer in the UK or the EU, you can cancel your order without giving a reason within 14 days of the day you receive it. To cancel, email support@crtwave.com with your order number within those 14 days, then send the item back within 14 days of telling us. Email us first for return instructions — please don't send items to our business address. You can handle and inspect the item as you would in a shop; you're only responsible for any loss in value caused by handling it beyond what's needed to establish its nature, characteristics and functioning. Unless your local rules say otherwise, you pay the direct cost of sending the item back. We'll refund you within 14 days of receiving the item back, or of receiving proof that you've sent it, whichever is earlier.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Refunds

Approved refunds go back to your original payment method within 5–10 business days (your bank may take longer to show it). Original shipping is free, so there's no shipping fee to refund.