Refund policy

Returns, Withdrawal & Warranty Policy

w1spArcade is based in Almere, the Netherlands. This policy is governed by Dutch and EU consumer law. Nothing in this policy limits the statutory rights you have as a consumer.

Questions? Contact us any time at info@w1sparcade.eu.

Custom & made-to-order products — no right of withdrawal

Most of our controllers (the w1spBox Studio, Classic and Reflex, and any DIY build configured to your choices of chassis colour, button layout, switch feel, etc.) are made to order and built to your personal specifications.

Under EU law (Article 16(c) of Directive 2011/83/EU, implemented in Article 6:230p of the Dutch Civil Code), goods made to your specifications or clearly personalised are excluded from the 14-day right of withdrawal. This means that once you place a custom or made-to-order order, it cannot be cancelled or returned for a change of mind, because we build it specifically for you.

By placing a custom or made-to-order order, you acknowledge and agree that you waive the 14-day cooling-off period for that item.

This does not affect your legal guarantee rights if the product turns out to be defective — see Legal guarantee (conformity) below.

14-day right of withdrawal — stock items only

For non-personalised, ready-made items sold from stock (for example standard accessories, spare parts or non-configured products), you have the right to withdraw from your purchase within 14 days of receiving the item, without giving a reason.

To be eligible:

  • The item must be in the same condition in which you received it — unused, undamaged, complete, and in its original packaging.
  • You may handle and inspect the item only as you would in a physical shop. If it has been used or handled beyond what is necessary to establish its nature and function, we may deduct the resulting loss in value from your refund.
  • You’ll need your receipt or proof of purchase.

To exercise this right, contact us at info@w1sparcade.eu within the 14-day period, or use the EU model withdrawal form. Do not send items back before requesting a return — unannounced returns cannot be accepted.

Return shipping: you are responsible for the direct cost of returning the item, and for packaging it safely so it arrives undamaged. We recommend a tracked, adequately protected shipment.

Damaged or wrong item on arrival

Please inspect your order as soon as you receive it. If your item arrives defective, damaged in transit, or is not what you ordered, contact us at info@w1sparcade.eu within 48 hours of delivery, with photos where possible. We will evaluate the issue and make it right — repair, replacement, or refund as appropriate — at no shipping cost to you.

Legal guarantee (conformity)

Independently of any return right, every product we sell comes with the statutory guarantee of conformity under Dutch law (Article 7:17 of the Dutch Civil Code). Your controller must be free of defects and must work as you can reasonably expect for its normal expected lifespan, given its nature and price.

  • If a defect appears, contact us and we will repair or replace the product. If that is not possible or fails, you may be entitled to a price reduction or a refund.
  • If a defect shows up in the period after delivery in which the law presumes it was pre-existing, it is for us to demonstrate otherwise. After that period, the customer may be asked to show that the product was not in conformity.
  • This guarantee is not a repair-for-anything warranty. It does not cover damage caused by misuse, drops, liquid, unauthorised modification, or normal wear of consumable parts. Because our switches are hot-swappable, worn or damaged switches can be replaced by you at any time.

This statutory guarantee is in addition to, and does not replace, your other legal rights.

Repairs & RMA procedure

We’re happy to help with repairs, including out-of-warranty repairs, to keep your controller going for years.

Before sending anything back, request an RMA by emailing info@w1sparcade.eu with your order number and a description (and photos) of the issue. We will confirm whether a return is needed and give you the shipping address and instructions.

Packaging is your responsibility. When you send a controller to us for repair or return, you must pack it securely:

  • Use a sturdy box (not a thin or reused, damaged carton) with the item wrapped and cushioned on all sides.
  • Protect the buttons, USB-C port and chassis so nothing shifts in transit.
  • Use a tracked service and keep your proof of postage.

We cannot be held responsible for items that arrive damaged because they were inadequately packaged, and any transit damage caused by insufficient packaging is the sender’s responsibility. If a returned item arrives damaged due to poor packaging, we will contact you before proceeding and any additional repair may be chargeable.

Unless the return is due to a defect or an error on our part, you are responsible for return shipping costs.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund is approved. If approved, we’ll refund your original payment method within 10 business days (any value deduction under the withdrawal rules above will be applied). Please allow additional time for your bank or card issuer to post the refund.

If more than 15 business days have passed since we approved your refund and you haven’t received it, contact us at info@w1sparcade.eu.

This policy is provided for general information and reflects our understanding of Dutch and EU consumer law. Your mandatory statutory rights as a consumer always take precedence.