Warranty Policy
Coverage details for repairs, Hall Effect/TMR joystick upgrades, and refurbished controllers.
Warranty length
- Standard repairs: a 90-day limited warranty on the specific repair performed, from the ship date or pickup date.
- Educators, students, and official student groups/esports clubs: a 180-day limited warranty on the specific repair performed, in place of the standard 90 days. A .edu email address auto-qualifies. See Bulk, School & Esports Group Program.
- Refurbished controller sales: a 90-day limited warranty covering the unit's functionality and any upgrades we installed as part of the listed refurb scope.
This is a limited warranty on the specific repair performed — it does not promise that the whole controller is new, except where a unit is explicitly sold as refurbished with a defined refurb scope (see Refurbished Controllers for what "refurbished" means for a given unit).
Hall Effect & TMR joystick upgrades
Warranty on a Hall Effect or TMR joystick upgrade covers the installed module and our workmanship installing it — it does not cover unrelated controller failures (for example, a port or battery issue that has nothing to do with the stick we installed).
What's covered
- The specific stick, port, or battery we replaced failing again under normal use.
- Workmanship issues directly caused by our repair (e.g., a connector we reseated coming loose).
What's excluded
- Liquid damage
- Physical damage, abuse, or misuse after the repair
- Unauthorized opening or repair by anyone other than Okapi Gaming Lab
- Unrelated failures — issues with parts or components we did not service
- Thumbstick caps and other wear items, unless we specifically replaced them as part of the order
- Shipping damage that occurs after delivery back to you
- Normal cosmetic wear (scuffs, fading) — disclosed at the listed grade for refurbished units
Filing a warranty claim
Contact us through the Contact page with your ticket number and a description of the issue. We'll confirm next steps — repeat repair, replacement, or refund — before you need to do anything further.
Related policies
Shipping liability, payment terms, declined-quote handling, right to refuse service, and buyback/trade-in offer terms are covered in our Terms & Conditions and Repair Agreement.