Our Policy on Returns & Exchanges for Custom Items

At Yaeltex, every controller is a unique, one-of-a-kind instrument, designed by you in the Factory and then meticulously handcrafted by our team to your exact specifications. Because of this deeply personal and bespoke nature, our policy on returns and exchanges is different from that of off-the-shelf products.

This article clearly explains our policy so you can make your purchase with confidence and full understanding.

The Core Principle: All Custom Sales Are Final

Because your controller is built specifically for you—with your chosen layout, components, and aesthetic finishes—it cannot be restocked or resold to another customer.

Therefore, for custom controllers designed and purchased through the Yaeltex Factory:

• We do not accept returns for a refund if you change your mind, find that the design doesn't suit your workflow as anticipated, or for other personal reasons.
• We do not offer exchanges for a different design or configuration after an order has been finalized and entered production.

We strongly encourage you to take your time during the design process in the Factory. Double-check every component choice, review your layout carefully, and please ask us any questions you might have before you complete your purchase. Our team is always happy to provide guidance to ensure the controller you design is the one you truly want.

Our Unwavering Commitment to Quality

While all custom sales are final, our commitment to delivering a flawless, high-quality instrument is absolute. Our policy is built on the promise that you will receive exactly what you designed, free from any defects.

You are fully covered if your controller arrives with:

• A Manufacturing Defect: If any component or part of the controller fails due to a fault in materials or workmanship, it is covered by our one-year limited warranty. We will repair or replace the defective part at no cost to you.
• A Build Error: If the controller you receive does not match the confirmed specifications of your final Factory design (e.g., it has the wrong component installed, or a feature is missing), we will take immediate steps to rectify the error.

What to Do if There is a Problem with Your Order

If you believe your controller has a manufacturing defect or does not match your order specifications, please contact our support team immediately upon receiving your item.

1. Email Us: Send a detailed message to support@yaeltex.com.
2. Provide Your Order Details: Include your order number to help us locate your records quickly.
3. Show Us the Issue: Attach clear photos and/or a short video demonstrating the problem. This is the fastest way for us to diagnose the issue and determine the correct solution.

Our team will work with you diligently to resolve any defects or build errors to ensure the controller in your hands is the perfect instrument you designed.

Updated on: 26/06/2025