Will my customised Elite Series 2 be repaired or replaced?

I understand. But still some products especially if used already may not be eligible for a return/refund but a replacement.

No worries, the Xbox Support team should be able to answer your queries or give you other options since it will be up to them if they grant any of your request.

Try to use the link above again, click Contact us > Subscription & billing > I don't recognize a charge > Describe your issue > next > See contact options > Chat online.

Let me know if it will work.

Where in the FAQ does it say that they cannot be returned and replaced or refunded if there is a fault?
It only says so if I don't like the design.

The warranty update for these controllers (which is directly related to the issue I am experiencing) does not state returns are not available either.

The contact us pages are complete trash. I just get sent through the support chat bots which can't answer my question.

Then how do I request a refund?

I am afraid that Xbox Design Lab controllers cannot be returned or refunded based on their FAQ here https://support.xbox.com/help/xbox-design-lab

To check for other options regarding your concern, I suggest to directly contact the Xbox Support team instead here https://support.xbox.com/contact-us for them to better assist you.

Hi JonMarchant!

For accessories or controllers, there's actually no repair procedure for that but replacement. I am afraid you won't be able to receive the same design as the one you currently have. You may check your replacement options through https://support.xbox.com/help/hardware-network/...