Shipping policy

Shipping

Delivery will be made to the address clearly provided by you when placing your order.

In the event of an error on your part and a returned package, you will be charged shipping fees again. (This is why it's important to ensure your address is correct when entering it).

Our packages are delivered against signature.

If you are absent when the postal carrier arrives, you can pick up your package at the nearest affiliated post office within 15 days.

Only you are authorized to receive the package, as your signature confirms receipt of the goods. We don’t mean to sound paranoid, but it’s best not to let anyone else receive your order on your behalf.

If you do not receive the package within the required timeframe and conditions, the unclaimed package will be returned to us.

Upon receiving the returned package, we will contact you via email to offer a new delivery. If the package is returned for a reason attributable to you (unclaimed package, incorrect address, etc.), you will need to pay for the shipping costs before any new delivery. We will then inform you by email of the procedure for reshipping your package.

If you do not request a new delivery within 7 days of receiving our email, we may put the products back for sale without refunding your order, either fully or partially, and without any responsibility on our part.

Delivery Time

Controllers

All our controllers are custom-built by hand in France at our workshop in Saint Rémy de Provence and are personally tested. This explains our delivery times.

As a result, delivery times generally vary between 2 and 3 weeks.

During peak periods, such as the holiday season, the delivery time may extend up to 6 weeks.

For further questions, please contact our Customer Service.

Accessories

All accessories purchased separately from controllers will be shipped within 48 business hours. Delivery will be handled by the postal service via "tracked letter" or "Colissimo" depending on the need. Delivery typically takes an average of 48 business hours.

Express Assembly and Delivery

Since April 2022, Burn Controllers offers an "Express" option. This paid option provides assembly and delivery of controllers within 4 to 5 business days. Printing options are not compatible with the "Express" assembly and delivery. If you selected the Express option for a controller with printing, customer service will contact you to offer a solution.

Reception

You are required to check the package upon receipt. You should particularly verify that the package matches your order and that all the ordered products are present and in good condition.

If the package is visibly damaged, you must either refuse the package or report the damage to the carrier within 10 business days of receipt. You must also inform us of the situation. This is very important for us to track the order and shipping process.

Returns

If the delivered products are defective or incorrect, they can be returned to us under the following conditions:

• You must first contact customer service based on the issue encountered.
• Customer service will tell you if a return is necessary and under what conditions to return your controller.

In any case, for returns, products must be sent to the following address:

MCES DEVELOPPEMENT - 9 Allées des bouleaux - 84000 AVIGNON

Returned products must be in the same condition in which they were received, in their original packaging, and with the original purchase invoice.

No return will be accepted after a 14-day period from the delivery date.

Upon receipt of the returned products, we will verify their condition. If the products are indeed non-compliant with your order or have apparent defects, we will refund the return shipping costs and offer you, at your choice, either an exchange for a perfect or compliant product (subject to stock availability), or a refund of the returned product price and the corresponding shipping fees.

If you choose a refund, you will be refunded within 14 days after receiving the returned products in their original condition.

If the returned products are found to be perfectly in compliance with the order and/or without apparent defects, we are not required to refund you, unless the return was made in accordance with the deadlines and conditions set in the "Refund Policy" section.